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About the role
Key responsibilities & impact- Define and execute a roadmap for AI-driven improvements to the customer journey, from onboarding to service delivery.
- Identify pain points and opportunities to enhance customer interactions using predictive analytics, personalization, and automation.
- Align customer experience initiatives with broader business objectives and digital transformation goals.
- Lead projects that integrate AI into customer-facing processes, such as self-service tools, support workflows, and proactive engagement.
- Monitor KPIs related to customer satisfaction, retention, and engagement, and adjust strategies to drive measurable improvements.
Requirements
What you’ll need- Bachelor’s degree in business, engineering, technology, or related field or equivalent experience; advanced degree preferred.
- Typically requires 7+ years of relevant experience.
- 5+ years of experience in customer experience strategy, digital transformation, or related roles.
- Demonstrated expertise in business transformation, strategy, or relevant healthcare industry roles.
- Excellent communication and stakeholder management skills, with a focus on influencing cross-functional teams.
- Strong ability to craft strategies that improve customer satisfaction and drive measurable outcomes.
- Familiarity with AI technologies and their application to customer engagement and service delivery.
- Proven ability to lead complex projects and workstreams, collaborating with diverse stakeholders to drive results.
- Strong financial acumen, including understanding of financial modeling (e.g., ROI, NPV, IRR, capital allocation).
Benefits
Comp & perks- Competitive compensation package
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
predictive analyticspersonalizationautomationbusiness transformationcustomer experience strategyfinancial modelingROINPVIRRcapital allocation
Soft Skills
communicationstakeholder managementinfluencingstrategy craftingcollaborationproject leadershipcross-functional teamworkresults-drivencustomer satisfaction improvementmeasurable outcomes