Director of Customer Experience

Job Summary

A company is looking for a Director of Customer Experience.

Key Responsibilities

• Lead the execution of the customer engagement strategy for Medicare Advantage members and providers
• Oversee in-house and third-party Service Center Operations, optimizing call center performance and customer self-service
• Leverage AI capabilities to enhance customer experience initiatives and establish a feedback loop for continuous improvement

Required Qualifications

• 7+ years of call center experience
• 7+ years of experience in a Medicare Advantage environment
• 7+ years of team management experience
• Bachelor's degree in business, health administration, finance, or a related field; advanced degree preferred
• Strong understanding of AI technologies and data analysis proficiency