Key Responsibilities:

• Leads the CX Team to develop and implement a holistic CX strategy that aligns with our company’s vision and objectives. Leads cross-functional design teams and facilitates group discussions.
• Creates customer journey maps and persona profiles to identify touchpoints for improvement and optimization. Teaches methodology across functional groups to unify efforts and enable understanding of how each role has an important part to play in driving total results. 
• Defines the end-to-end Customer Experience framework that evaluates and measures customer perception in a consistent manner. Drives executive support and engagement in CX metrics and results, influencing leaders across the organization and holding them accountable. 
• Utilizes customer data and feedback to identify trends and actionable insights to continuously enhance the customer experience. Collaborates with internal stakeholders to define and implement CX improvement initiatives across all customer-facing touchpoints.
• Stays up-to-date with industry trends, best practices, and emerging technologies related to customer experience and healthcare software solutions. Engages, designs and facilitates the CX Center of Excellence to deliver on the strategy.

Qualifications & Skills:

• BA / BS and/or minimum of 8 years experience in customer experience strategy and enablement.
• Understands and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems, mapping).
• System Thinker - able to see the big picture as well as the details.
• Well-developed collaboration and negotiation skills; able to influence without direct authority.
• Proven track record driving positive change in a complex environment.

Preferred Experience:

• Certified Customer Experience Professional (CCXP).
• Understanding of the healthcare industry.
• Previous experience working successfully in a SaaS organization.
• Deep B2B experience