Dir, Digital Transformation - Phoenix, United States - TriWest Healthcare Alliance

TriWest Healthcare Alliance

Verified Company

Phoenix, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Profile:

Veterans, Reservists, Guardsmen and military family members are encouraged to apply

We offer remote work opportunities (AK, AR, AZ, CA, *CO, FL, *HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TX, UT, VA/DC, *WA, WI & WY only)

Job Summary

Optimize the customer experience for our military and Veteran communities' access to health care by leading, building and enhancing our digital customer service capabilities.

This leadership position is the perfect blend of innovation, optimization and service.

Education & Experience

Required:

Bachelor's degree in business, marketing, business data analytics, Business or related degree or equivalent experience
U.S. Citizenship
Must be able to receive a favorable Interim and adjudicated final Department of Defense (DOD)
10 years of experience leading digital customer service enhancement activities
Demonstrated ability to manage multiple simultaneous highvisibility, crossfunctional projects
Experience using data analysis and datadriven decisionmaking
Experience implementing innovative service technology
Strong communication (both written and verbal) with senior and executivelevel leadership stakeholders spread across geographical locations

Preferred:

Master's degree with an emphasis in marketing, product management, analytics, digital transformation or
Experience with advanced analytics including data visualization, AI technology, machine learning, business intelligence, and cloud based CRM & telephonybased solutions

Key Responsibilities

Key Responsibilities Develop and implement plan to achieve digital strategy and associated customercentric innovation
Utilize technology to improve the overall customer experience in a cost effective manner.
Provides overall product management and solution expertise for continuous digital transformation
Works closely with Information Technology team to mature digital service solutions
Monitor selfservice utilization metrics to proactively identify opportunities for design and functionality improvements
Lead efforts to effectively utilize artificial intelligence including automation of customer interactions
Lead initiatives to proactively communicate with customers and drive campaigns to eliminate the need for contact center interaction.
Ensure the overall digital solution strategy is meeting business needs and put forth initiatives to improve the operation.
Collaborate with Customer Service leadership to align selfservice customer delivery with telephone based service(s)
Maintain knowledge of current and emerging industry and technology trends to drive continuous innovation
Develop insights into the unique needs of customers by working closely with stakeholders across business areas

Competencies

Coaching / Training / Mentoring:
Actively foster actions required for desired business outcomes through ongoing constructive feedback.

Communication / People Skills:

Excellent verbal, written, and presentation skills; Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Empathy / Customer Service:
Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position.

Independent Thinking / Self-Initiative:

Critical thinkers with ability to focus on things which matter most to achieving outcomes; Commitment to task to produce outcomes without direction and to find necessary resources.

Leadership:
Successfully manage different styles of employees; Provide clear direction and effective coaching.

Multi-Tasking / Time Management:
Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills:
Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.

Problem Solving / Analysis:
Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues.

Team-Building / Team Player:
Influence the actions and opinions of others in a positive direction and build group commitment.

Working Conditions

Working Conditions:

Onsite: Works within a standard office environment
Remote: Private and secure work space and work station with high speed internet is required.
Extensive computer work with prolonged sitting, wearing of headset, typing, speaking on a phone

Company Overview:

Taking Care of Our Nation's Heroes.

It's Who We Are. It's What We Do.
Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team We're On a Mission to Serve
Our job is to make sure that America's heroes get connected to health care in the community.

At TriWest Healthcare A