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Client Experience Director

Zelis

Zelis

Remote
Posted on Tuesday, April 2, 2024

SUMMARY:

The Client Experience (CX) Director will be responsible for implementing and creating strategy and initiatives aimed at improving overall customer experience and championing a company-wide culture of superior customer experience. The CX Director will be strategic, proactive, creative, and passionate about supporting client retention and growth as well as building lasting relationships.

Responsibilities:

  • In partnership with VP CX, drive Zelis client experience outcomes including increasing customer lifetime value, driving greater product adoption, ensuring world-class NPS ratings, and ensuring increasing levels of reference-ability within the client base.
  • Reinforce a company wide, OneZelis, culture of customer experience including aligning with key stakeholders in BUs, sales, client management, product, and technology to create a consistent client experience.
  • Partner to create a redefined customer journey strategy aligned to customer segmentation and unique ways customer types engage with our brand and products to deliver a world class, value focused experience.
  • Develop customer engagement models, hand-offs and tools/processes that promote a customer-centric, seamless experience.
  • Distill information from Voice of Customer initiatives; identify themes and trends that will influence client satisfaction, outcomes and business decisions for product roadmaps and other key initiatives that touch clients.
  • Own critical client executive and executive advisory councils to craft a purpose driven and high impact experience for our clients.
  • Leverage metrics to track client experience successes and report progress to VP CX and other key internal stakeholders.
  • Serve as advocate for process improvements where needed to support world-class levels of customer retention and satisfaction.

Skills/BACKGROUND:

  • Bachelor’s degree in Business or Heath Care Administration or related.
  • 8+ years in client facing or CX strategy role.
  • Demonstrated success in building enterprise client relationships and problem solving.
  • Self-starter – ability to operate with ambiguity and advocate for a point of view.
  • Excellent written and verbal communication skills. Ability to tailor messages to executive audiences and influence outcomes.
  • Skilled in establishing and maintaining effective senior working relationships, building bridges, with internal and external customers.
  • Ability to demonstrate resourcefulness and scrappiness – comfortable building new ways of working, moving quickly, and staying nimble.
  • Data oriented with ability to identify risks and trends.
  • Demonstrates sense of urgency and ability to multi-task and prioritize work.

Travel: estimated 10% domestic [internal and external meetings]; Location: Remote

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Commitment to Diversity, Equity, Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com

SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you’re contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.