Job Description

One of our clients on the Southside area of Jacksonville, FL has an immediate need for a Customer Experience Consultant. The perfect candidate will have the following skills and experience:
Description:
Important: Scope of Work will focus on Efforts and Initiative to improve Contact Center Operations 
The Customer Experience Consultant (CXC) will work closely with functional leadership and execution teams to drive results for major customer experience initiatives from initial problem definition through go-to-market.
The CXC applies advance knowledge of product management and/or development and general knowledge of customer experience disciplines, the health insurance industry, and lean process thinking to lead large CX initiatives that span multiple functional areas and represent significant investment spend. 
The  CXC brings fresh thinking to the experience team and is willing to challenge the status quo and create a best in class experience for customers.  The CXC leads work to assess and benchmark the current experience vs best-practices within and outside the health insurance industry.  In addition, this role demonstrates, in a compelling fashion, ROI/cost-benefit rationale for the experience roadmap. 
The CXC will:
Plan and oversee large scale customer experience transformation initiatives; including the definition, design, development, implementation, and integration of people, processes, and technology that lead to measurable experience and administrative cost outcomes.
  • Serve as the CX lead, partnering closely with Executive Sponsor(s), Business Lead, segment leadership, and IT partners through key initiative(s); serve as thought leader on applying customer experience methodology to business problems
  • Lead experience metric definition to translate customer expectations into KPIs and operational metrics.
  • Lead cost/benefit assessment to define potential financial, business, and industry impacts of initiatives. 
  • Manage risk by establishing project management processes (regular status reports, etc.) to address execution challenges.
  • Guide the initiative through CX Steering and formal gate request process.
  • Provide regular updates to leadership on accomplishments of key milestones, as well as any risks or concerns.
Requirements:
Understanding of projects with technology components (e.g., implementation lifecycle: requirements gathering, design, testing, etc.).
Preferred:
  • Strong communication skills and the ability to communicate appropriately at all levels of the organization.
  • Bachelor’s Degree in relevant area or equivalent work experience.
  • Five (5) years of related work experience or an equivalent combination of transferrable experience and education.
  • Strong understanding of customer experience design principles and priorities around the customer journey: capturing voice of customer, drawing out customer insights, analyzing customer data, designing solutions, etc.
  • Experience leading teams in a matrixed environment with reporting responsibilities to two or more different areas.
  • Strong leadership skills to bring stakeholders together; consensus builder and thought leader.
  • Must have strong business acumen, broad knowledge of health care and the ability to influence business decisions & directions for initiative.
  • Project Management certification and/or Product Management certification.
  • Experience applying Customer Experience disciplines.
  • Demonstrated success leading a matrixed team.
  • Strong leadership and teamwork skills.
  • Hands-on experience is with proven track record of delivering business projects with technology components.
If you believe that your skills and experience are a match for this position, please e-mail your resume to apply@btginc.com, or apply on line at www.btginc.com (search jobs). 
If you have any questions, please call 904-998-9414 and reference Customer Experience Consultant position.
 

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