Description:
The Consumer Experience Strategy Director will be a part of the Consumer Strategy & Innovation team and be responsible for developing needed strategies, roadmaps, and holistic member expertise to deliver on enterprise consumer needs. Work may include broad topics tied to experience digitization and transformation alongside tactical resolution of known consumer pain points.
How you will make an impact:
- Partners with executive leadership to define strategies related to consumer experiences and success criteria for the future.
- Translates strategy into defined tactics, programs/projects, priorities and timelines and ensures cross-functional alignment and attainment to turn strategy into reality. Works with partner teams within and beyond Consumer Experience Office to activate strategies.
- Creates and presents extremely high-quality presentations to executive levels.
- Oversees definition development and implementation of metrics to report and monitor progress against goals and ensures plan of record supports strategy milestone deliverables.
- Links consumer experience recommendations to business priorities and savings/growth levers, articulating business value alongside consumer benefit.
- Monitors, measures and communicates delivery against business strategic plan and the quality of outcomes.
- Researches relevant trends and activities in their area of expertise and works with business leadership to further define business strategy and sustain a competitive advantage in the marketplace.
- Collaborates with senior team and staff to develop tactical plans and communication strategies.
- Often acts as decision maker on projects or provides guidance to senior team on complex issues.
- Provides coaching and mentoring to other leaders in the organization on consumer experience (CX) and strategic thinking on projects that deliver high return and high strategic value.
- Champions breakthrough projects to transform our current business environment and consumer experiences into industry leading best practice organization.
- Manages relevant vendor interaction and management, including vendor selection, contract and rate negotiation, issue resolution, developing and reviewing statements of work, representation on vendor business and Executive committees, speaking engagements, etc.
- Serves as the subject matter expert in projects and initiatives.
- May take responsibility for approval of all projects sponsored by their Executive Sponsor.
Minimum Qualifications:
- Requires a BS/BA degree in a related field and a minimum of 10 years of related experience including 3 years of leadership/management experience; or any combination of education and experience, which would provide an equivalent background.
Preferred Skills, Capabilities and Experiences:
- Master’s degree preferred.
- CX certification and/or experience preferred.
- Prior strategy, management consulting, strategic planning, and/or project/program management experience strongly preferred.
- Business knowledge in multiple disciplines within a Healthcare organization strongly preferred.