Customer Experience Program Manager at Reliance HMO

This role is accountable for the customer satisfaction program that will analyze data from customer listening posts, identify trends, prioritize importance, and develop action plans with cross-functional leaders to drive measurable improvement.   

You will be Responsible For:

• Developing and implementing a strategy, plan, and KPIs for Customer Experience optimization across the customer lifecycle in all geographical markets.  
• Survey Program: Manage survey program to ensure all stakeholders within the organization are aligned on the why, who, when and how these surveys will be used.
• Customer Satisfaction and Strategic Planning: Develop and manage a comprehensive customer experience strategic plan, leveraging data-driven insights to inform monthly executive-level presentations, track progress, and drive execution across Reliance Health functions.
• Customer Experience Program Management: Creating a framework for data analysis, prioritization, and action plan tracking, to ensure that customer priorities provided through this program are addressed, and that there is closed loop communication back to customers.
• Customer Journey Mapping: Reviewing current customer journeys across multiple service drivers, collaborating with key stakeholders, mapping the ideal journeys, and tracking performance.
• Service Playbooks: Working with key stakeholders to develop customer experience manuals to improve service delivery to enrollees, providers, and clients
• Facilitate Strategic Stakeholder Engagement through cross-functional summits, identifying root causes, brainstorming improvement ideas, aligning on success metrics, and agreeing on execution timelines.

Requirements

Must Have:

• 5 years of experience in customer experience operations or management.
• Strong data analytics, process, communications, and follow through skills.
• Excellent presentation skills
• Excellent attention to detail and an intuitive eye for customer needs beyond the obvious