- Utilize a data-driven approach to continuously evaluate the member experience for UCare's Medicare, Medicaid and Individual and Family Plan, leveraging data from across the organization, to identify the moments that matter (i.e., top delighters and detractors).
- Tell the UCare member experience story (e.g., personas, journey maps, Voice of the Customer, etc.) in order to galvanize organizational support, identify the ideal member experience, and constantly improve their experience.
- Partner with UCare leaders to invest in and improve employee engagement to enhance the level of service delivered to members. Help remove barriers and silos between key departments that negatively impact member experience.
- Mentor, guide and develop skills of direct reports in a consistent and effective manner. Ensure the recruitment, hiring, orientation and training, of highly competent and experienced staff in Customer Experience for the attainment of strategic goals.
- Ensure employees and internal teams have access to education and information on the importance of understanding UCare's members, their motivations, the buyer's journey, and the customer lifecycle to ensure they can provide the best member experience possible.
- Oversee UCare's community and business function outreach activities to ensure UCare's presence in the community is well recognized and that strong relationships are developed with business partners.
- Lead the organization's community benefit program. Assure that contributions, community efforts and the UCare Fund meet the organization's community benefits and giving requirements.
- Advocate for consumer needs in the development and deployment of products and strategies throughout the organization.
- Support the empowerment of employees to make member-centric decisions and increase leaders' understanding of their employees' experiences and needs.
- Champion customers' and employees' perspectives in the company's strategic decision-making and co-creating innovative ways to elevate the customer and employee experience.
- Measure and track the impact of customer experience initiatives on the company's' data and key performance indicators (KPIs), including Net Promoter Score, Customer Satisfaction (CSAT) and Customer Effort. Utilize additional experiential measures, such as STARS and HEDIS to help drive the member experience action plans.
- Create and monitor department budget, including expenditures associated with the expenses for community events and UCare Foundation.
- Oversight of efforts to improve employee engagement as indicated through UCare's Staff Engagement Survey results.
- Other projects and duties as assigned.
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Vice President - Minneapolis, United States - UCare Minnesota
Description
ABOUT UCARE
UCare offers Medicare, Medicaid, Individual and Family health plans - powered by the hardest working people in the industry. Our people powered teams de-complicate, advocate and always go the extra mile to help our members. We serve with integrity, compassion and commitment to do right by members, providers and government partners. Above all, we come to work excited to provide members a path for the best health of their lives.
WORKING AT UCARE
Working at UCare is more than a career; it's a mission.
A mission that defines us as professionals, unites us as an organization and shapes how we interact with our members and each other.
Employees join UCare and stay because of the opportunity to have a purpose-driven job.
Our strong culture has established UCare as a Star Tribune Top 200 Workplace for 14 consecutive years since the awards program began.
Working at UCare is being a part of a people powered team dedicated to making a real difference in the lives of our members and communities.
Position Description
As the Vice President, Chief Experience Officer, you will lead data-driven efforts to integrate member experiences across the organization and align employees to our brand promise to build member loyalty and advocacy.
You will be responsible to bring our members' experiences to life and identifying the moments that matter across their unique and individual journeys.
Collaborating with internal partners, you will lead the creation of enterprise action plans to develop and activate differentiated member experiences.
Additionally, you will provide leadership and strategic direction to the UCare Foundation, ensure community giving and partnerships are aligned with UCare's values and mission, and partner with Marketing to bring our UCare community impact story to life.
You will also partner with our Member Engagement and Health Promotions team, to ensure that UCare members have an exceptional onboarding and welcome experience, get the most out of their health and wellness benefits through tailored engagement strategies, and develop plans to increase retention.
