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Prime Therapeutics Dir Customer Experience in Boston, Massachusetts

Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make.

Job Posting Title

Dir Customer Experience

Job Description

The Director Customer Experience leads a team to identify high-impact experiences that solve customer problems and help them to achieve their goals. This position develops Customer Experience strategies for multiple customer types (member, clients, health care professionals, and other stakeholders), and partners with other teams and leaders across the organization to influence and drive change in people, processes, information, and technology that result in improved experiences for our customers. This position also creates and drives programs that engage, energize, and enable Prime employees to think about customers as the central focus of our business.

Responsibilities

  • Develop high-impact customer experience strategies, roadmaps, and priorities, and initiate/lead/influence change using methods, tools, and deliverables that emphasize superior experiences

  • Lead team in identifying, prioritizing, and driving action on customer experience improvements and innovation

  • Manage team activities and efforts to deliver initiatives in a timely and efficient manner

  • Provide thoughtful team direction and elevate team performance and progress towards reaching business and client goals; clearly communicate roles and expectations

  • Develop and drive processes and best practices to identify and correct gaps in the customer experience based on direct and indirect customer feedback

  • Create an environment that fosters innovation and collaboration, and influence other teams and decision makers to embed customer experience into all facets of the business (i.e. product development, clinical, operations, sales, client engagement, etc.)

  • Develop processes and capabilities enabling team to stay abreast of market changes, new technologies, changing customer needs, and customer experience best practices

  • Work with other teams and leaders to establish and track metrics to measure customer experience, and reveal gaps

  • Engage employees and lead culture change to align Prime employee behaviors and business processes to Customer Experience principles

  • Manage department budget, staffing, performance and development, and consistently demonstrate Prime’s leadership expectations during interactions with direct reports, cross functional and external stakeholders

  • Other duties as assigned

Minimum Qualifications

  • Bachelor’s Degree in user experience design, psychology, business, research, marketing, or related area of study, or the equivalent combination of education and/or relevant work experience; HS diploma or GED is required

  • 8 years of work experience in customer or user experience design, strategic marketing, or account management across more than one customer interaction channel (e.g. digital, contact center, mail, text, social media, etc.)

  • 5 years of leadership/people management experience

  • Must be eligible to work in the United States without need for work visa or residency sponsorship

Additional Qualifications

  • Experienced facilitator with ability to use various methods to lead constructive user design discussions and workshops

  • Experience in human-centered research techniques, including ethnography and other discovery methods to understand and clearly convey people’s needs, goals, mental models, and behaviors

  • Experience developing business cases, making presentations to senior management, and influencing leaders

  • Strong relationship-building skills and ability to engage in collaborative decision-making

  • Knowledge of project management and reporting methods

  • Experience leading cross-functional work efforts

Preferred Qualifications

  • Experience in healthcare, Pharmacy Benefits Management, or other highly regulated industry

  • MBA or other related advanced degree

  • Proficient in Microsoft Office software with strong PowerPoint skills

  • Experience with Net Promoter Score

  • Certification in Customer Service (such as J.D. Power Certified Customer Service Organization)

Minimum Physical Job Requirements

  • Ability to travel up to 10% of the time

  • Constantly required to sit, use hands to handle or feel, talk and hear

  • Frequently required to reach with hands and arms

  • Occasionally required to stand, walk and stoop, kneel, and crouch

  • Occasionally required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds

  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

Reporting Structure

  • Reports to AVP Customer Exp & Member Ops

Potential pay for this position ranges from $104,700.00 - $167,300.00 based on location, experience and skills.

To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page (https://www.primetherapeutics.com/careers/benefits/) and click on the "Benefits at a glance" button for more detail.

Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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