Consumer Experience Lead - Remote Eligible

Now hiring Experience Research/Analytics Specialist

 

Our Consumer Experience Team aspires to the Presbyterian Promise to ease consumers way to their best health.  We think end-to-end to decrease consumer effort and drive value for both the consumer and organization. We focus on data, insights, and outcomes to align accountability and continuously improve.

 

The role develops actionable consumer insights that drive consumer experience improvement efforts measured by operational data and consumer satisfaction surveys, most significantly the Consumer Assessment of Healthcare Providers and Systems (CAHPS) which impact Medicare STARS ratings. This role will have a particular focus on conducting qualitative research such as customer interviews, maturing our overall Voice of the Customer Program, and synthesizing qualitative and quantitative insights to drive action.

 

How you belong matters here.

We value our employees' differences and find strength in the diversity of our team and community.

 

At Presbyterian, it's not just what we do that matters. It's how we do it - and it starts with our incredible team. From Information Technology to Food Services and beyond, our non-clinical employees make a meaningful impact on the healthcare provided to our patients and members.

 

Why Join Us:

• Full Time - Exempt: Yes
• Job is based Rev Hugh Cooper Admin Center
• Work hours: Days
• Benefits: We offer a wide range of benefits including medical, wellness program, vision, dental, paid time off, retirement and more for FT employees.
• Remote: Open to remote applicants in the United States, except for the following states: Wyoming, North Dakota, and Ohio

• Bachelors degreee in engineering, behavior or social science, marketing, communications or business required.
• 7+ years working in a customer analytics and/or customer experience design role.
  
  
• A professional certification directly related to the role or area of expertise required.
  
  
• Exceptional customer orientation, demonstrated by successful customer experience insights and design projects.
  
  
• Demonstrated ability to communicate verbally and in writing.
  
  
• Excellent analytical and communication skills, with the ability to translate complex data into actionable insights, communicate effectively with stakeholders, and influence decision-makers.

• Advanced knowledge of anyltic terminology and methods. Ability to analyze and draw insights from quantitative and qualitative research and to present and explain data to leaders Proven track record of influencing decision makers.
  
  
• Stong ability to plan, manage and oversee implementation of appropriate customer experience strategies tactics.
  
  
• Skilled in mentoring, coaching, leading, and engaging teams.

• Guides and oversees the customer experience team's research plans, analysis, and stakeholder propsals for developing and deploying strategies and tactics that enhance the customer experience.
• Responsible for research plans, analysis and proposals for organization wide strategies and tactics to enhance the customer experience.
• Design and/or approve other experience designer's research plans. Directly interact with customers in a research capacity such as conducting focus groups, interviews, and direct observations.
• Gather and analyze qualitative and quantative customer data. Identify key opportunities/ leverage points and solutions for improving the member experience and building loyalty across the organization. Solicit leadership and stakeholder buy-in on proposals. Propose these solutions to leadership teams.
• Promote customer-centered thinking among teams and individuals. Coach and mentor managers and staff working on customer experience projects to successfully manage the initiatives to achieve the desired outcomes. Assist teams in measuring and monitoring customer experiences with the health plan and healthcare delivery.
• Partners with enterprise-wide customer experience and/or patient experience to better understand and improve the member-patient experience.
• Facilitates and oversees the planning and building a mature customer experience program and education including Customer Understanding, Prioritization, Design, Delivery, Measurement, and Culture.
• Partner with organization's key leaders to assess business needs, policies, regulations, requirements, and project objectives. Develop and propose solutions using data-driven decision making processes.
  Continuous self-education in the latest trends in the customer experience discipline and customer-centered research, mentoring and leadership.
• Accountable for meeting regulatory and accreditation requirements related to customer experience.
  Performs other functions as required.

 

All benefits-eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.

Wellness 
Presbyterian's Employee Wellness rewards program is designed to provide you with engaging opportunities to enhance your health and activate your well-being. Earn gift card and more by taking an active role in our personal well-being by participating in wellness activities like wellness challenges, webinar, preventive screening and more.

Why work at Presbyterian?
As an organization, we are committed to improving the health of our communities. From hosting growers' markets to partnering with local communities, Presbyterian is taking active steps to improve the health of New Mexicans.

About Presbyterian Healthcare Services 
Presbyterian exists to improve the health of patients, members, and the communities we serve. We are locally owned, not-for-profit healthcare system of nine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, we are the state's largest private employer with nearly 14,000 employees - including more than 1600 providers and nearly 4,700 nurses.

Our health plan serves more than 580,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care) and Commercial health plans.

Inclusion and Diversity 
Our culture is one of knowing and respecting our patients, members, and each other. We capture this in our Promise and CARES commitments.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.

USD $41.39/Hr.

The compensation range for this role takes into account a wide range of factors, including but not limited to experience and training, internal equity, and other business and organizational needs.