Customer Experience (CX) Program Specialist – Marketing

Details

Openings 1
Location Name
Alberta Blue Cross - Edmonton
Edmonton, Alberta, CA
Date Posted Oct 02, 2018
Profession Communications / Marketing
Career Level(s) Experienced (Non Manager)
Job Type(s) Permanent, Full Time
Education Level(s) Certificate, Diploma
Job ID job-9399

Position Summary

At Alberta Blue Cross, we do things a bit differently.  Our vision, dedication to customer excellence and community leadership set us apart from the rest.  We’re committed to providing the best health coverage for our members and take an active role in the promoting the wellness of Albertans.

FUNCTION:

As part of the Customer Experience (CX) Team, you will be a part of driving a strategic priority at Alberta Blue Cross and helping to foster a culture of Blue for Life and keeping our customers well through all stages of life. The Program Specialist is a strategic role responsible for supporting the design, coordination, execution, and management of our CX programs and initiatives. This is a newly created position that will report to our Customer Experience Manager.  

DUTIES AND RESPONSIBILITIES:

  • Co-develop program-level design, strategies, approach, and implementation plans required to achieve necessary business outcomes including Critical Success Factors and Key Performance Indicators
  • Perform an advisory role to our business units and departments as an expert in CX methodology and strategy towards effective CX development and evolution
  • Function as the central point of program communication and status for program team members, stakeholders and management.
  • Execute and manage CX projects, campaigns, pilots and programs with business unit stakeholders, customer segments and partners
  • Capture Voice of the Customer in a variety of ways as well as customer journey maps, translating them into actionable plans to improve our CX
  • Is familiar with and uses different research approaches and techniques to gather customer insights and intelligence
  • Identify opportunities and challenges aimed at improving our CX and processes
  • Provide analysis, report and recommendations to stakeholders to share success and challenges
  • Drives insights to improve customer experience, marketing and sales effectiveness
  • Effectively and appropriately communicates and works with diverse, high and wide audiences and stakeholders
  • Serve as the escalation point to resolve program issues, remove roadblocks, formulate contingency plans and communicate status. Ensure the sequencing of projects is appropriate at the program level.
  • Lead initiatives to understand business goals and solutions needs, including participation in business requirements definition

SKILLS AND KNOWLEDGE:

  • A degree or diploma in a relevant field and a minimum of five years experience in a CX role.
  • Project management or project methodology is  preferred
  • Preference will be given to those candidates that have experience in conducting market research, leading change and communications
  • Must have  strong business acumen, a performance management focus, a curious, continuous learning attitude, manages ambiguity and multiple priorities and is a natural collaborator
  • Must have the ability to  influence and persuade
  • Superior relationship skills, highly collaborative, with ability to build rapport and credibility quickly with all levels inside and outside the organization
  • Exceptional listening, oral and written communication skills
  • Experience with public speaking and facilitation skills with a broad spectrum of stakeholders 
  • Experience in business intelligence processes and systems would be an asset
  • Strong analytic abilities, with a proven track record of driving insightful findings from quantitative and qualitative data
  • Leads in the implementation of organizational initiatives, education/training, and continuous improvement efforts to enhance the customer experience

Alberta Blue Cross offers a competitive salary and benefits package and the opportunity to work in a challenging team-oriented environment. If you have the qualifications we are looking for please submit your resume at www.ab.bluecross.ca.

 


< < Back