Customer Experience (Cx) Journey Owner

Unity Health Insurance Madison , WI 53706

Posted 2 months ago

Overview

Quartz is growing! We are seeking a talented, highly motivated professional to act as an ambassador for our CX culture. The CX Journey Owner will use human-centered design to create beautiful experiences, bringing together strategy and execution for specific sub-journey(s) within the Quartz Customer Experience (primarily Onboarding and Claims). This position will develop the vision, strategy, and road-map for designated sub-journey(s), synthesizing business strategy and goals to set specific, measurable objectives and serving as the subject matter expert for processes and experiences within the sub-journey(s). This position will also lead and mange the experience life cycle of the sub-journeys from concept to release, iteration and maintenance, driving the right solution for the experience.

Responsibilities

  • Develop vision, strategy, and road-map for designated sub-journey(s) to support its evolution and act as a filter for prioritization

  • Provide thought leadership by integrating analytics, business model, and design thinking to drive innovative new experiences for customers that have a positive impact on business results

  • Recommend and execute expectation-beating experiences within designed journeys using CX methodology. Collaborate with internal business partners to gain buy-in and facilitate implementation and execution of recommendations across business processes and various stakeholders.

  • Manage a consistent, repeatable set of product artifacts (ex. journey-level road-maps, process maps, inventory of "best-in-class" experiences), evolving them as our business changes and grows.

Qualifications

  • Bachelor's degree in business or related field (equivalent relevant experience will be considered in lieu of education)

  • 5+ years of experience managing and monitoring VOC (Voice of the Customer) programs, with an understanding of core CX measures, such as CSAT, NES, and NPS and quantifying the impact of CX enhancements on business performance

  • 2+ years of project or program management experience, experience in continuous quality improvement or Lean Six Sigma projects and principles is preferred

  • Comprehensive experience utilizing design-thinking concepts. Ability to design, recommend, implement, and measure customer-centric experiences

  • Knowledge of CX best practices, standards and customer-centric methodologies

  • Experience creating, maintaining and interpreting journey maps and/or process maps

  • Ability to design, recommend, implement and measure customer-centric experiences

  • Understanding of UX (user experience) design concepts

  • Demonstrated experience in survey-based market research, customer experience, and data analysis with the ability to translate customer feedback into actionable information

  • Advanced MS Office Skills

  • Highly motivated and able to work additional hours as required

  • Embrace and exemplify Quartz's customer experience philosophy "Every day, we keep our customer at the center of everything we do."

  • Understand how this role impacts Quartz's customers (members, providers, agents, employers) and how to positively impact their experience

  • Continually work to understand our customer's needs and challenges. Utilize their feedback to evolve customer interactions and experiences.

  • Create strong relationships and provide positive experiences for internal partners

  • Excellent oral and written communication skills

  • Excellent organizational skills

  • Excellent interpersonal skills

Candidates for this position will have the choice of working from one of our offices in Madison, Sauk City or Onalaska, WI. Quartz offers competitive compensation, an excellent benefit package and a professional culture built on the foundations of Respect, Responsibility and Relationships.

Quartz values and embraces diversity and is proud to be an Equal Employment Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity or expression, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.


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Customer Experience (Cx) Journey Owner

Unity Health Insurance