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AdventHealth

All the benefits and perks you need for you and your family:

· Benefits from Day One

· Career Development

· Whole Person Wellbeing Resources

· Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Shift : Monday-Friday

Job Location : Hybrid - 3 Days at the office - Altamonte Springs, FL

The role you’ll contribute:

The Consumer Listening CX Program Manager at AdventHealth is focused on listening to the voice-of-the-consumer (VoC) across the consumer journey. We continuously listen to customers and translate the data into actionable insights, and proactively distribute the findings to empower consumer-centric actions and decisions across the organization.

As the Consumer Listening CX Program Manager, you will be responsible for leading the Consumer Listening program, including the building, and collecting of consumer experience intelligence (through surveys and other forms of feedback) and driving consumer-centric improvement for AdventHealth’s markets and leaders. The CX Program Manager will serve as Consumer Experience (CX)/VoC subject matter expert with a passion for consumer centricity and CX and extensive CX program management skills. The CX Program Manager will be responsible for defining the Consumer Listening strategies and acting as a liaison between internal and external partners, coordinating all the efforts of the Consumer Listening Engine to enable the distribution of the best insights from feedback collection while advancing existing programs and developing new ones. The CX Program Manager will be working with cross-functional partners across the organization to gather requirements and create reports and dashboards that meet stakeholder needs. The CX Program Manager will be synthesizing customer experience surveys with other transactional and operational data sources across the consumer journeys to proactively identify customer pain points and areas of opportunity.

The ideal candidate will have a strong knowledge of consumer experience and statistical analysis and have experience deriving insights from customer surveys and other quantitative and qualitative sources of data.

The CX Manager reports to the Director of Experience Programs & Intelligence.

The value you’ll bring to the team:

· Initiate, lead, and deliver the Consumer Listening team’s key strategic efforts in and around the collection, listening, and analysis capabilities of the Consumer Listening Engine

· Define team’s strategies leveraging best practices to collect quality data for consumer improvements

· Define and drive implementation strategy and requirements, build project roadmaps, and work closely with cross-functional teams and external vendors to ensure timely and successful launch and completion of projects

· Track the progress of the projects and coordinate the efforts across the teams

· Design surveys listening posts for new listening touch points and support the improvements of the existing survey programs

· Create engagement with the Consumer Listening program and advocate for consumer centricity by continuously evangelizing and building relationships with Consumer Experience influencers across the organization

· Proactively contribute to the Consumer Experience strategy by identifying new gaps and opportunity areas for expanding the listening and improving the feedback coverage

· Monitor the existing Consumer Listening programs and continuously find opportunities to improve the programs’ data quality, coverage, and accuracy across all listening programs

· Manage and maintain our CX management platform and apply solutions to improve the platform based on gaps or stakeholders needs

· Manage the relationships with vendors and coordinate the efforts across teams by acting as a liaison between external and internal partners

· Translate the Customer Experience survey findings (e.g. NPS, CSAT) and other sources of feedback (e.g. customer comments) across different touch points into actionable insights that influence decision making and business optimizations

· Continuously monitor customer feedback to identify emerging trends and issues and perform deep dive analysis to identify wins and opportunity areas in consumer experience

· Represent the voice of consumers by sharing the insights broadly and collaborate with appropriate business partners to drive improvements and consumer centric decisions

· Design and build insight-driven tools, reports, and dashboards that provide real-time and easy access to customer feedback across the organization

· Consolidate customer feedback data with other transactional, operational, and behavioral sources of data to paint a clear picture of experience drivers

· This role is cross-functional as it works closely with workstreams across the consumer scope, interfaces with consumer leaders from the different markets across the organization, and must be capable of communicating with/presenting to senior leadership.

· Works with VP and other department leadership to manage and track the governance process associated with Consumer Listening

· Carry out tasks as assigned by VP and Consumer Listening and Analytics; Shows flexibility and tolerance for ambiguity and varying priorities

Qualifications

The expertise and experiences you’ll need to succeed:

KNOWLEDGE AND SKILLS PREFERRED:

· Proficient in project management systems, such as Smartsheets, Microsoft Project or other project management program

· Experience with Azure Dev Ops or equivalent

EDUCATION AND EXPERIENCE REQUIRED:

· 5 years of experience in CX or VoC program/project management or any related roles

· 5 years of experience in data analytics including experience in customer feedback or survey analytics, statistical analysis, marketing analytics, or similar quantitative fields

· Comfortable working autonomously and proactively, implementing the CX projects and leading the internal and external stakeholders

· Strong experience working with CXM platforms (e.g. Medallia, Qualtrics)

· Experience implementing customer feedback capabilities including surveys

· Strong knowledge of CX and VoC best practices and metrics (NPS, CSAT, CES, etc.)

· Experience designing surveys for CX/VoC programs

EDUCATION AND EXPERIENCE PREFERRED:

· Degree in Management, Business, Marketing or a related field of study

· Experience working with Medallia solutions

· Experience working in a CX team focused on the entire consumer journey

· Experience working in healthcare industry

· Experience with large scale implementations

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

· Project Management Professional Certification (PMP) or similar

· Consumer experience management certification

· Certification related to change management

SUPERVISORY RESPONSIBILITIES

· Project management and project leadership responsibilities required

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Patient Experience

Organization: AdventHealth Corporate

Schedule: Full-time

Shift: 1 - Day

Req ID: 24014931

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.