Position Overview
Our client, a medical device company located in Philadelphia, is seeking a strategic Senior VP of Member Experience to lead the transformation and optimization of customer interactions across all touchpoints. The SVP will be responsible for developing and implementing strategies that elevate the member experience, with a strong emphasis on optimizing call center performance, AI and digital transformation, and customer feedback and insights. The ideal candidate will have a deep understanding of call center management, omnichannel communication, and experience in the healthcare sector.
This role will oversee several cross functional positions including alarm monitoring and wellness advocacy. Ideal candidates will be comfortable building teams and ensuring streamlined operations are at the heart of every process implementation. The role is well suited for a self-starter who thrives in a fast-paced environment and can have a dual focus on high level strategy and important details.
Key Responsibilities
- Omnichannel Communication & Call Center Optimization
- Oversee and optimize call center operations, ensuring excellence in both inbound and outbound member communication.
- Drive the implementation of an omnichannel communication strategy that ensures members can engage via phone, email, chat, and other digital platforms seamlessly.
- Leverage AI and data analytics to optimize call center performance and resource allocation, reducing response times and increasing first-contact resolution.
- Choose and manage the technology platforms needed to ensure that call routing is inherently optimized and continues to be improved by constant collection of valuable data point
- Focus on health and outcome data collection at every member interaction to ensure follow up actions and new engagement features are aligned with driving results for members
- AI and Digital Transformation
- Lead the adoption and integration of AI tools to innovate customer support functions, including:
- Chatbots for real-time member engagement.
- Machine learning for predictive analytics to anticipate member needs.
- AI-driven data analysis for personalized member interactions.
- IVA for intelligent call routing to ensure that proper triaging can be done by automation and calls requiring a human are routed appropriately
- Partner with IT to implement an AI-powered CRM system that streamlines communication, tracks customer behavior, and helps deliver relevant, timely support and services.
- Ensure that the digital transformation strategy enhances efficiency while improving member satisfaction.
- Customer Feedback & Insights
- Develop and implement a comprehensive feedback mechanism, utilizing:
- Surveys, call reviews, and AI sentiment analysis tools.
- Analyze real-time feedback to gather actionable insights into customer sentiment, preferences, and pain points.
- Use insights to drive continual improvements in member wellness care plans, digital engagement, and overall customer experience
- Collaborate with Marketing to integrate feedback into strategic decisions and future product development.
- Customer Journey Mapping
- Develop and maintain detailed customer journey maps to identify pain points and opportunities across the member lifecycle.
- Collaborate with cross-functional teams (IT, Marketing, Operations) to implement process improvements and optimize member experiences at every touchpoint.
- Tailor experiences to individual customer needs based on insights from journey maps, ensuring a personalized and seamless experience across all channels.
- Collect valuable insights about the customer from all interactions in order to ensure the experience continues to improve based on data collection
Qualifications
- Bachelor’s degree in business, marketing, or a related field (Master’s preferred).
- 10+ years of experience in customer experience management, with a focus on call center management, omnichannel communication, and call center technology
- Experience in healthcare or healthcare-adjacent industries is highly preferred.
- Proven experience with AI technologies and digital transformation initiatives in a customer experience context.
- Strong leadership skills with the ability to work cross-functionally, driving change in collaboration with IT, Marketing, and Operations teams.
- Exceptional analytical skills with experience using customer feedback tools and sentiment analysis.
- Strong communication skills, with the ability to translate complex data into actionable insights.
Juno is an Equal Opportunity Employer that provides equal opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, genetic predisposition or carrier status, or any other characteristic protected by federal, state, or local law. The Company is committed to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. It’s expected that all employees are aware of this policy and that they create an environment that’s sensitive and respectful to all individuals.
