Director Customer Strategy - Health

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Role Summary:
The Director, Customer Strategy (Health) is a key leader embedded within the Strategic Health Office representing the Customer Office, and are at the table to advocate for humans – customers and employees. The Customer Strategist is a creative problem solver and an impactful leader who must function collaboratively across teams and disciplines to influence without authority. The role uses Human Centered Design principles to create a shared understanding of the customer and employee needs, wants and expectations as well as the business needs.

Key Responsibilities:
1. Be the voice of the customer and employee in the Strategic Health Office.
Develop customer and employee led strategies with Strategic Health Office leaders by understanding what customers and employees want/need, what experience they expect, and how they want to feel when they interact with **MEMBERS ONLY**SIGN UP NOW***.
Lead with a digital first mindset to influence the strategic direction based on consumer behavior
Coach and use Human Centered Design principles to enable business leaders to develop customer obsessed strategies
Look at journeys holistically across channels and go deep within this moment of truth to understand how to facilitate, organize the work to get the needed inputs and artifacts for decision making
Apply experience objectives, and NorthStar visions for how customer and employees interacts with technology and humans for the best experience
Offer customer led perspective based on continual customer and employee feedback loops and new insights and trends (e.g. CX industry, healthcare, technology, consumer’s behavior)
2. Collaborate across the Customer Office to bring strategies to life
Manages a customer experience portfolio of work based on the Strategic Health Office needs
Understands Experience Design teams service offerings and navigates to secure resources based on needs
Work with a squad from the Customer Office inclusive of researchers and experience designers
Leverage insights from Customer Office and partners to anticipate customer needs, motivations and expectations
Cross-functionally lead by learning from others, teaching HCD principles and, anticipating / addressing challenges, all while being viewed as a strong partner and collaborator
Facilitate quick time experience workshops, as needed, leveraging human centered design skills
3. Develop Project Charters to engage with the Experience Design capability for experience design work as needed
Projects run through the design operating model with discovery, framing, designing
Customer Strategist may do some of these things without a full-blown design project. But if a design project was needed these tactical processes would happen within that work as well
Experience:
8 years experience with a background in Customer Experience, Human-Centered Design, Strategy, Account Management, Consulting or Healthcare
Demonstrated skills and experience in customer insights, business strategy and performance, technology trends, leadership, new business development, or innovation
Proven ability in navigating internal and external landscapes, partnering with senior leaders, working cross-functionally in ambiguous environments, identifying business/customer/employee problems to be solved, crystallizing strategic thoughts, and facilitating large groups
Well established in ability to see how efforts connect to each other and the organization at-large (e.g. omni-channel experiences, enterprise frameworks)
Known for being human-first, empathetic, curious, inclusive, and collaborative
Preferred Experience:
Experience in service design or product management
Background in the healthcare industry
Experience in new business development

Company info

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