Lead Marketing and Customer Experience Specialist

Job description

Job Summary The Customer Experience (CX) function strategically targets areas of opportunity to create innovative, digital solutions which lead to an improved experience and higher engagement by our customers. Central to this mission is the role of the Lead CX Specialist, who is responsible for managing the lifecycle of digital tools, services and frictionless online-to-offline integration. They lead agile, cross-functional work teams that span across Priority Health's market segments and are accountable for adding immediate value in the areas of: Business insights and competitive analysis, customer journey mapping, user-centered design, maintaining a healthy backlog of planned work, presenting measurable results to leadership, and leading transitions from test to launch-ready, digital experiences for our members. Essential Functions: - Responsible to set the vision, strategy and measurable goals for each product/service that supports the overarching digital transformation strategy. - Maps the member journey to uncover top pain points to prioritize and solve, and create an execution plan that solves the top pain points. Work through barriers that arise and modifies action plans whe...