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Director Of Customer Experience

Expired Job

Rally Health Chicago , IL 60602

Posted 2 months ago

Join Rally Health. A company that's actively working to transform health care. A place where employees collaborate daily, set big goals, and share creative ideas.

Rally Health (rallyhealth.com) is a leading provider of data-driven tools for consumer health engagement that's revolutionizing health and the face of healthcare. We're looking for an experienced Director of Customer Experience to join our growing team.

In this role, you will lead the Customer Experience function where the main focus is to advocate for the voice of the customer. Do you want to be part of a team that drives to differentiate and make measurable improvement to the customer experience and overall business results? We need you to leverage your strong leadership, consultative, critical thinking, and analytic skills to operate strategically and build effective partnerships across Rally and other internal partners/stakeholders.

The Director of Customer Experience will own output of the entire system made up of all related processes. In this role you will drive programs that impact markets of customers and clients. In addition, you will develop, translate and execute strategies that are directly impactful to the customer experience.

Primary Responsibilities:

  • Enhance Rally's customer-centric program capabilities

  • Develop vision, roadmaps, metrics and business plans to align with the new customer strategy and as well as the current needs of Rally

  • Develop a business linked, cohesive understanding of customer data assets and their relationships in terms of data integration from application to repository

  • Establish metrics for defining the relationship with customers and ensure the accuracy and integrity of data and reporting

  • Work closely with the Data team to develop the tools and methods to fully leverage data as part of the solutions/strategies/products

  • Provide leadership in the development and delivery of advanced and digital analytics to leverage insight to make informed decisions such as predictive modeling, segmentation, web/digital analytics, campaign analytics and KPIs to show impact of marketing programs, key experiences or product effectiveness

  • Deliver market research initiatives including VOC surveying and other identified research projects such as NPS

  • Monitor industry benchmarks and emerging trends to inform the customer and marketing strategy, analytic roadmap, data strategy and marketing technology

  • Identify the talent necessary to achieve the corporate goals and oversee the recruitment, development, performance management and succession planning

  • Select vendors, negotiate contracts and manage vendor relationships as applicable

  • Partner with the internal teams to define the processes of collecting data, ensuring that it is formatted correctly for enterprise systems

  • Champion/guide keeping data current, relevant and secure

  • Represent customer data as a strategic business asset at the leadership table

  • Define strategic priorities for delivery of data throughout the enterprise

  • Establish data standards, procedures, and accountability for customer data

Required Qualifications:

  • 10+ years of demonstrated experience developing and implementing customer experience programs and practices within a complex business environment

  • Experience developing integrated customer data ecosystems (i.e. Voice of Customer program management, operational, journey mapping, data analytics, KPI metric reporting, human-centered research)

  • 5+ years of people management experience

  • Advanced analytical skills with knack for interpreting trends and data, and making informed recommendations

  • Proven success in translating analytics into business opportunities

  • A thought leader capable of encouraging innovative solutions, including program and delivery improvements

  • A strong leader capable of developing, coaching, managing and motivating a team in a fast-paced, dynamic environment

  • A strong influencer to work cross-functionally with stakeholders across multiple business areas

  • Strong presentation skills and experience presenting at an Executive-level with the ability to defend data/what's being presented

  • Strong finance acumen/vision (i.e. ROI)

Preferred Qualifications:

  • Bachelor's degree or equivalent experience

  • Experience in a hyper-growth environment (and building to scale)

  • Oversight of large complex multi-location teams

  • Internal and external client facing experience

  • B2B and B2C experience

Why join Rally? On top of an innovative work atmosphere and a chance to help people change their lives, we offer competitive pay, daily catered lunches, and an extensive benefits package for all full-time employees (including medical, dental, vision and 401(k)). In addition, offer the ability to grow, while truly making an impact in the healthcare system.

Rally Health is committed to ensuring that its workforce reflects America's diverse population. Rally Health knows that such diversity will enrich us with the talent, energy, perspective and inspiration it needs to achieve its mission. Rally Health believes in a policy of equal employment and opportunity for all people based on merit and commitment to the principles of diversity. It is our policy to recruit, hire, train, and promote individuals in all job titles, and administer all programs, without regard to race, color, religion, national origin or ancestry, citizenship, sex, age, marital status, pregnancy, childbirth or related medical conditions, personal appearance, sexual orientation, gender identity or expression, family responsibilities, genetic information, disability, matriculation, political affiliation, veteran status, union affiliation, or any other category protected by applicable federal, state or local laws.

Individuals with disabilities and veterans are encouraged to apply. Applicants who require an accommodation related to the application and/or review process should notify Talent Acquisition (recruiting@rallyhealth.com).

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.


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Director Of Customer Experience

Expired Job

Rally Health