Remote Customer Experience Lead | WFH

Position: Customer Experience Lead (Remote)

Contract-to-Hire

100% Remote

Eligible Applicants: US Citizens or Green Card Holders Only

Overview

We are searching for a dedicated and proactive Customer Experience Lead to contribute to a cloud solutions initiative for the Centers for Medicare and Medicaid Services (CMS). This pivotal role entails devising and executing strategies that enhance customer satisfaction and loyalty, subsequently improving the efficiency of our service teams and daily operations.

As the Customer Experience Lead, you will oversee customer training, manage communications, gather feedback, and utilize the necessary tools to deliver exceptional service. You will cultivate a positive, customer-centric atmosphere by addressing customer needs directly and mentoring team members to excel in service delivery.

Key Responsibilities

• Supervise the Customer Journey: Identify enhancement opportunities and ensure uniformity across all customer interactions.
• Mentor Team Members: Align the team with customer experience objectives and empower them to provide outstanding service.
• Utilize Data & Analytics: Leverage customer data to shape strategies, making informed decisions to boost the customer experience.
• Collaborate Across Departments: Work in tandem with internal teams to synchronize all aspects of the customer journey with the overarching customer experience strategy.
• Foster a Customer-Centric Culture: Advocate for a cultural transition within the program that prioritizes customer satisfaction.
• Collect Customer Insights: Capture feedback and pinpoint actionable steps for enhancing the customer experience.
• Balance Immediate and Strategic Actions: Prioritize quick wins alongside long-term solutions as required.
• Establish Feedback Loops: Develop a system for real-time customer feedback collection and analysis to swiftly address issues.
• Optimize Processes: Minimize customer effort and enhance service delivery by streamlining internal processes.
• Ensure Product Knowledge: Guarantee that both internal and external team members comprehend the products and services and their relevance to the customer experience.
• Continuously Refine Strategies: Regularly assess and adjust customer experience strategies based on insights and data.
• Define Clear Team Objectives: Set measurable goals and ensure team members grasp their roles in achieving these targets.
• Encourage Teamwork: Foster a collaborative environment where ideas and feedback are welcomed.
• Provide Ongoing Training & Support: Regularly train and coach team members to facilitate their professional growth.
• Enhance Communication: Utilize integrated tools and platforms to ensure effortless communication and collaboration within teams.
• Manage Change Initiatives: Lead efforts to introduce and manage changes, including effective communication, training, and support.
• Build Business Cases for Initiatives: Demonstrate the potential ROI and long-term benefits of customer experience initiatives.
• Derive Insights from Data: Integrate comprehensive customer insights for informed decision-making across teams.
• Streamline Service with Automation: Employ automation and predictive analytics to improve service efficiency and responsiveness.
  
  

Required Skills

• Strong problem-solving capabilities and effective communication skills.
• Proven experience in managing technical or support teams.
• Familiarity with government systems and services is advantageous.
• Self-motivated and able to work both independently and collaboratively.
• Proficient in MS Word, Excel, PowerPoint, and collaborative tools such as Atlassian, Mural, and Slack.
• Strong interpersonal skills for public engagement and presentations.
• Excellent organizational abilities with a keen attention to detail.
  
  

Qualifications

• Bachelor's degree in business, IT, or a related field with a minimum of 7 years of relevant experience, or 10 years of experience with an associate degree.
• Customer/User Experience Certifications (e.g., CCXP) are preferred.
• Experience with federal contracts and CMS projects is a plus.
• Familiarity with cloud platforms such as AWS and SAFe Agile methodology is desirable.
  
  

Company Culture

Our organization is dedicated to fostering a collaborative and customer-focused culture that encourages continuous improvement. We value diversity and strive to create an inclusive environment where all team members can thrive and contribute to meaningful initiatives.

Career Growth Opportunities

This role presents a unique opportunity for ongoing professional development and career advancement. As a leader in customer experience initiatives, you will have the chance to influence organizational change and enhance your skill set while making a significant impact.

Employment Type: Full-Time