The Customer Experience Strategy & Operations Associate will support the Senior Manager of Customer Experience Strategy by driving both strategic initiatives and operational excellence. This role combines supporting strategic projects with optimizing processes, ways of working, and communications to align teams and deliver customer-centric outcomes. This role is ideal for someone who enjoys balancing strategic thinking with hands-on operational execution to drive meaningful outcomes.

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Responsibilities:

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Strategic Initiatives:

\n\nCollaborate with SVPs and executive leadership to develop and execute the Customer Experience Office vision, roadmap, and OKRs\nSupport strategic projects (e.g. standardizing customer communications, identifying physician pain points, and reducing hospital readmissions) that drive our vision of customer-centricity\nConduct qualitative and quantitative analyses to identify opportunities, inform decision-making, and create actionable recommendations\nDevelop business cases, strategic presentations, and scaling plans for leadership and stakeholders\n\n

 

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Operational Excellence:

\n\nDesign and implement processes, tools, and workflows to improve efficiency and support the Customer Experience Office’s objectives\nSupport the development and execution of a communication strategy to engage leaders and teams on customer experience priorities\nCoordinate reporting on progress toward key metrics, OKRs, and strategic goals\nEmbed customer-centric ways of working and align cross-functional teams\n\n

BENEFITS

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Our competitive benefits package includes the following

\n\nImmediate eligibility for health and welfare benefits\n401(k) savings plan with dollar-for-dollar match up to 5%\nTuition Reimbursement\nPTO accrual beginning Day 1\n\n

Note: Benefits may vary based on position type and/or level

QUALIFICATIONS

\n\nEDUCATION - Bachelor's or 4 years of work experience above the minimum qualification\nEXPERIENCE - 3 Years of Experience\n\n

Hybrid Expectation- Tuesdays on-site

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Preferences: 

\n\nStrong analytical and project management skills, with the ability to lead multiple priorities simultaneously\nExcellent PowerPoint and communication skills, with a focus on stakeholder and leadership engagement\nProven ability to design and implement workflows and processes to support organizational goals\nThe ideal candidate thrives in a dynamic environment and is equally skilled at high-level strategic thinking and detail-oriented execution\n