Director Customer Experience

This is a Hybrid position and will be onsite Tuesday, Wednesday & Thursday in Philadelphia.

10 Direct reports

SQL Report Experience - MUST have

The Director, Customer Experience and Data Integrity reports to the Vice President, Customer Experience & Change Management and is responsible for providing strategic direction to Plan Operations and executing initiatives to ensure the satisfaction of external and internal customers. This includes implementing effective and efficient processes, maintaining accurate and reliable data, optimizing functional systems, and ensuring quality service through process and performance audits. Collaborating with the Customer Engagement and Business Systems teams, the Director will lead efforts to enhance systems, processes, and tools needed to ensure successful service delivery. Creating a collaborative team environment and fostering a strong culture of continuous improvement are essential aspects of this role, with a specific emphasis on modernizing and enhancing the customer experience.

• Minimum of 7 years of experience in continuous improvement, operations, engineering, project management, quality assurance, or related fields with at least 3 years in a supervisory/management role.
• A bachelor’s degree in business administration, operations, engineering, industrial engineering, or related field preferred.
• Previous successful management experience required. Skilled at developing, motivating, and managing a professional staff.
• Demonstrated ability to think both strategically and tactically.
• Leads and delivers service in a manner that instills confidence and credibility in leaders, peers, and team.
• Proven experience driving efficiencies and process improvements at the organization level.
• Experience with systems implementation, upgrades, etc. strongly preferred.
• Adaptable and comfortable in an environment of ongoing change and evolution
• Experience in a benefits administration environment and knowledge of employee benefits a plus

Role:

• Provide effective leadership and strategic direction to a team devoted to ensuring an optimal internal and external customer experience through continuous improvement, data integrity, compliance, system issue resolution and enhancements, and reporting.
• Manage individual performance of managers with a goal of growing future leaders through continuous professional development, targeted training, and strategically defined goals and accountabilities.
• Partner with Customer Engagement and Business Systems to evaluate, prioritize, and define requirements for system fixes and enhancements, and to identify and implement a process improvement strategy to drive efficiencies and improve the quality-of-service delivery.
• Execute strategies and provide direction to measure the success of all delivery channels and ensure overall plan operations performance health and integrity.
• Create an environment that embraces diversity and ensures that all team members feel valued and included. Actively seek out diverse perspectives and experiences while fostering a culture where everyone is equipped to thrive and contribute their best.