Director, Customer Experience

Fresenius Medical Care - Waltham, MA (30+ days ago)3.6


PURPOSE AND SCOPE:
The Director, Customer Experience is an integral part of a collaborative team focused on defining and building a world-class customer experience for all Fresenius Medical Care customers (patients, physicians, partners). This individual will champion all initiatives associated with Voice of the Customer (VoC) that lead to best-in-class experiences for all customers and improved business results. The Director will utilize a hands-on approach in implementing VoC and broader CX programs across the enterprise. Initiatives involve hardwiring the voice of the customer into our business operations, providing the education and inspiration for employees to bring CX to life, driving widespread adoption of CX practices, and enhancing the CX culture. In this role, the Director will collaborate with cross-functional teams to drive process improvements and key customer experience programs. S/he will represent the voice of the customer and will serve as a consultant across the enterprise in how to translate that voice into meaningful action. S/he will act as a culture ambassador; embodying the Fresenius Medical Care values and patient experience drivers while encouraging others to do the same.

PRINCIPAL DUTIES AND RESPONSIBILITIES:
Strategy:
Develop an integrated omni-channel VoC strategy and plan that enables the organization to continually listen to customers, understand their needs, preferences, and perceptions, and take action accordingly (a closed loop customer feedback system).
Provide strategic leadership of short and long-term goals to implement positive change and embed CX philosophies and practices into the company culture and operations.
Provide strategic direction in streamlining and standardizing CX programs and processes across businesses.
Serve as liaison to the Product Development group to provide VoC insight, direction and recommendations related to the implementation of the product roadmap.
Partner with Operations, Digital Marketing, Legal, Compliance, Clinical Services, Human Resources and other functional areas to ensure the Issue resolution strategy is optimized from a customer experience perspective.

Voice of the Customer:
Lead the execution of the plan, initiatives, programs, and process improvements to operationalize the VoC strategy in partnership with businesses and functional areas.
Identify and document requirements for the platform to support the VoC strategy. Partner with Procurement and businesses on vendor selection and lead the implementation of that platform.
Develop a customer survey strategy and implement recurring in-depth, pulse and trigger-based surveys that enable us to learn from patients, physicians and partners about their perception of all aspects of their experience.
Leverage customer verbatims to inform business decisions and priorities.
Partner with Digital Specialists across the businesses to develop an integrated digital listening, engagement, and escalation strategy that ensures patient satisfaction and operational efficiency.
Integrate and analyze the VoC across multiple channels and distill/disseminate findings, themes, insights, and recommended actions to the appropriate internal stakeholders.
Partner with Market Research to conduct primary customer research and report on results.
Partner with and manage relationships with external partners, as needed.

Measurement:
Partner with Analytics to identify Key Performance Indicators (KPIs) and define the measurement strategy and plan for tracking and quantifying performance and business impact over time.
Measure effectiveness of programs and identify opportunities for continuous improvement.

Adoption and Sustainability:
Assist in the creation of new programs, content and tools to educate and inspire employees in delivering exceptional customer experiences.
Contribute to the delivery of the Customer Experience activation and sustainability programs to ensure widespread adoption of CX practices across the organization.
Assist in the development of the CX communication strategy across all levels and functional areas of the company.
Contribute to the development of the process for identifying, capturing and amplifying internal customer experience best practices and stories of customer experience in action.
Identify and share external best practices.
Lead and/or assist with other projects/duties as assigned.
Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

PHYSICAL DEMANDS AND WORKING CONDITIONS:
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISION:
May be responsible for the direct supervision of various levels of Customer Experience staff.

EDUCATION:
Bachelor’s Degree required; Advanced Degree preferred

EXPERIENCE AND REQUIRED SKILLS:
6+ years’ related experience (marketing or customer experience).
3+ years’ experience as a Director; or 3+ years’ experience in a senior managerial role.
Knowledge of customer experience strategy and best practices
Experience developing and operationalizing voice of the customer strategies and programs
Healthcare experience a plus
Demonstrated experience managing one or more departments.
Strong management skills with the ability to lead cohesive and productive teams.
Strong interpersonal skills with the ability to communicate with all levels of management through diplomacy and tact.
Excellent oral and written communication skills.
Strong analytical skills; ability to analyze data from multiple sources and identify insights, themes, operational issues and areas for improvement
Ability to manage multiple complex projects and competing priorities in a cross-functional environment
EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity