What are the responsibilities and job description for the Customer Experience Manager position at IT Avalon?
Customer Experience Manager
- Looking for a contractor to support the CX team as an Experience Manager.
- They are responsible for understanding where there are gaps in experience for members, providers, and employers. They would work with other groups internally, such as the analytics team and research team, and incorporate that information into their assessments.
- Then, they would bring that information into conversations with the respective business stakeholders, learn about the business-unit priorities, and merge the business and customer needs. Therefore, it is extremely important that this person has strong collaboration and communications skills. They should have proven experience working across internal groups and getting buy-in for initiatives.
- This is primarily an operational role. They will be working through data sets, creating research requests, etc., but there is an element of strategy as well. Once they identify the need from the customer, they will need to align it with the business goal;s. Almost a product-owner mentality.
- They don't need to be highly technical, but they should be comfortable analyzing and utilizing data.
- Additional Skillsets:
- They should have previous CX experience (experience manager, experience lead, experience owner)
- Healthcare experience will be given preference, but isn't required
- The team uses Miro to help build journeys. It would be a plus if a candidate had experience with this or similar tool. They have experience designers primarily building in the tool, but this person will need to navigate it.
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