You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world. As a diversified, national organization, Centene's technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility.
Position Purpose: Responsible for driving the strategy and execution of our digital customer experiences across various platforms and touchpoints. Collaborates with cross-functional teams to understand customer needs, identify opportunities for improvement, and implement solutions that delight users and drive business results. This role requires a blend of strategic thinking, technical expertise, and creativity to deliver best-in-class digital experiences that are aligned to the overarching customer experience objectives of the enterprise.
Managing the digital customer experience on a day-to-day basis. Utilizing your expertise as a Qualtrics dashboard power user, you swiftly pinpoint issues and delve into their root causes, gaining profound insights into the factors influencing the customer experience. Your responsibilities go beyond mere observation; you spearhead ongoing improvements, constantly refining the digital journey to align with evolving customer expectations and business objectives.
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Understand current customer/employee experience: Analyze the end-to-end customer/employee journey across various touchpoints to identify pain points and uncover unmet needs, utilizing tools like Service Blueprints and Journey Maps and commissioning research where needed.
- Understand customer/employee needs: Collaborate with cross-functional teams to create and maintain detailed user personas based on research and user feedback, encompassing demographics, behaviors, and pain points
- Analyze consumer/employee data: Analyze user data and feedback collected from various channels such as surveys, call analytics, and web analytics. Utilize these insights to make data-driven recommendations for improvements based on key moments that matter.
- Champion improvement: Collaborate with appropriate stakeholders to uncover the underlying root causes to critical friction points. Assist Product and Operations teams in prioritizing enhancements that promise the most significant impact on the overall consumer experience.
- Inform strategy: Partner with the digital strategy team to develop and execute a digital experience rooted in insights from the Voice of the Consumer data.
- Performs other duties as assigned
- Complies with all policies and standards
Education/Experience: Requires a Bachelor's degree and deep functional and Centene-specific knowledge, and 7+ years of related experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
Technical Skills:
One or more of the following skills are desired.
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Experience with Digital Design; Product Design; Project Management; Web Analytics
Pay Range: $83,600.00 - $155,000.00 per year
Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law. Total compensation may also include additional forms of incentives.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.