VP, Customer Experience - Remote (Atlanta, GA)

| Atlanta, GA
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Job Description

Sharecare is the leading digital health company that helps people -- no matter where they are in their health journey -- unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com.

Job Summary:

Reporting directly to the EVP, Product the VP, Customer Experience (Experience Strategy) is responsible for ensuring that the highest level of experience is delivered by Sharecare. They will serve as the executive-level customer advocate and be responsible for ensuring the delivery of outstanding experiences across Enterprise, Provider and Consumer. The VP, Customer Experience (Experience Strategy) will leverage customer feedback, engagement metrics and research insights to design and implement the optimal user experience.

Their comprehensive strategy and customer experience expertise will be essential to provide strategic leadership across the various lines of business. They are a leader with deep expertise in human-centered design and empathetic understanding of the end user -- an expert at developing strategic visions for digital experiences.

Essential Job Functions:

* Create and socialize a strategy and operating plan to drive improvements in experience and customer engagement
* Drive customer centric behavior across the organization; identify issues or challenges in delivering exceptional services, and influence changes that close the gaps
* Development of experience strategy initiatives, founded in human-centered design, that leads to impactful product experiences
* Establish, monitor, and drive improvement in key metrics of customer satisfaction (CSAT) and loyalty (NPS), across all Sharecare
* With a customer mindset and business focus, challenge the status quo to deliver continuous improvement in customer experience as measured through customer satisfaction (CSAT) and loyalty (NPS).
* Proactively gather customer insights through developing and executing a feedback process that regularly meets with customers and prospects for actionable information about what they need, want, and expect
* Briefing design and development teams with powerful insights and data that leads to impactful solutions, and/or enhancements to existing solutions
* Translate the strategy into practical plans while partnering cross-functionally with peers who can affect change, change agenda with clearly defined target customer experience, and roadmap making clear how to get there
* Develop short and long-term strategies in partnership with senior team members and provide the leadership necessary for the successful design, development, and execution of that strategy
* Advocate as the "Voice of the Customer" on the leadership team and create a persistent focus on the customer in decision making
* Work closely with Customer Care to identify call trends and analyze product offerings/release data to understand what's working, what's not working -- and the reasons why.
* Directly responsible for various audience experiences, process flows, and related activities to ensure services offered align with brand and stakeholder expectations
* Possess deep knowledge of Visual design, Service Design, User Experience, Brand Management
* Communicate visually to storytell in a compelling way (e.g. storyboards, videos, publications, print materials)
* Create visual designs for a range of digital platforms (e.g. microsites (prototypes), med-high fidelity clickable prototypes, high fidelity development-ready screen designs)
* Understand ecosystems that Sharecare users, take all points of contact into consideration to improve experiences, and identify opportunities and meet business objectives
* Building user journeys, identifying pain points and opportunities to envision brand experiences across app and browser and other emerging interfaces
* Create artifacts as reusable tools to create internal alignment with key relationships (e.g. current and future state journey maps, service blueprints, future state concepts, personas and mindsets)
* Conduct qualitative research with customers (e.g. research protocols, discussion guides, desirability and usability testing, and synthesis)
* Plan and test digital experiences through user flows, wireframes, and low fidelity prototypes (paper and/or digital)
* Drive a culture based on teamwork, collaboration with accountability, and intellectual curiosity to lead and manage a highly productive, motivated, and driven team through strong communication, empowerment, reward, and coaching techniques
* Motivate and lead a high-performance management team; attract, recruit and retain required members of the senior team not currently in place
* Determine balance of internal employee versus external vendor partners for staffing customer support teams

Desired Outcomes:

* Acts as the evangelist for the customer, track and understand customer feedback and designing operational changes that impact customer delight
* Provides the customer voice in the profit and quality dialogue to reach the highest profit -- delight balance
* Establishes goals and metrics for gauging customer success, including operationalizing NPS, and identifying key experience indicators based on desired provider and patient outcomes
* In partnership with other leaders, continually optimizes key customer-facing processes that are both differentiated and scalable
* Establishing and creating repeatable processes and visual design tools for team

Technical Skills:

* Expert in design tools: Adobe CC (InDesign, Illustrator, Photoshop), Sketch, InVision (Prototype, Freehand, Boards), Videoscribe
* Expert in collaboration tools: Mural, Menti, Whimsical
* Expert in presentation and reporting tools: Microsoft Office Tools (PowerPoint, Excel, Word, Keynote and Reporting Tools)
* Ability to use virtual meeting tools (MSFT Teams, Skype for Business, Zoom Meeting)

Requirements

Qualifications:

* Must have a bachelor's degree in design or related field
* 15+ years senior leadership in customer experience
* Must be able to develop end-to-end customer journeys, including touchpoints and moments that matter
* Service and operational transformation experience
* Demonstrated experience in implementing new approaches to improve service, operations and cost performance
* Familiarity with scaling business model
* Must be able to communicate effectively both written and verbal
* Must have strong organizational and multitasking skills
* Must be able to think analytically and be a diplomatic problem solver
* Skilled in Design Thinking, and planning and facilitating Design Thinking workshops
* Demonstrated ability to influence outcomes, build relationships, engage with key stakeholders inside and outside the organization to drive value

EEO Statement

Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status,or other non-merit factor.
More Information on Sharecare
Sharecare operates in the Fitness industry. The company is located in Atlanta, GA. Sharecare was founded in 2010. It has 3221 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 21 open jobs at Sharecare, click here.
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