Director of Customer Experience

Job Summary

A company is looking for a Director of Employer & Individual Customer Experience.

Key Responsibilities:

• Lead the development and execution of a seamless customer experience for brokers, employers, and employees
• Collaborate with internal teams and external partners to align objectives and resolve customer experience pain points
• Develop innovative experiences based on customer insights and market research to enhance user engagement and satisfaction

Required Qualifications:

• 10+ years of experience in customer experience, product management, or operations, particularly in health insurance or similar B2B/B2B2C products
• Proven track record in leading cross-functional teams to deliver exceptional customer experiences
• Strong understanding of customer journey mapping and experience optimization within the Employer & Individual segment
• Experience managing vendor relationships to deliver integrated solutions
• Solid operational background with experience in improving customer support functions, including call center operations