This individual is responsible for delivering insights and analytic products to internal stakeholders within Magellan based on a variety of customer data streams. Responsibilities include storytelling with data, providing insights and delivering recommendations to internal stakeholders on Customer Experience (CX) programs and projects.Synthesize and refine raw quantitative and qualitative data into visually depicting stories that are comprehensible and impactful to the business.Interpret customer experience feedback data and convert them into appropriate, visually compelling stories.Consult with Magellan stakeholders at all levels of the organization to identify business requirements for member and provider data and alignment with data collection strategyIntegrate data across multiple streams into a single narrative to answer specific business questions.Identify new opportunities within the organization for driving positive change with customer insights.Support Magellan strategic initiatives by identifying, gathering and applying relevant data, industry research and analytic techniques for use in customer experience improvement efforts.Assist Magellan stakeholders in interpreting feedback from customers, and when necessary, develop messaging around corrective feedback and internal action planning.Analyze existing processes with focus on identifying gaps, non-value added steps, and other impediments to efficient operation. Assist in the development of metrics against which improvement impact can be measured and ensures those metrics are met or exceeded.Provide insight and analysis on trends and issues in respective areas of expertise that will promote and influence continuous improvement.Develop metrics against which improvement impact can be measured and ensures those metrics are met or exceeded. Research and identify relative benchmarks to be used in the establishment of daily management measures to assure compliance with standard work.Oversee the analysis, planning, design, implementation and evaluation of key projects to help achieve organizational goals while measuring business process improvements. 
 

Other Job Requirements

Responsibilities

General Job Information

Title

CX Consultant

Grade

29

Work Experience - Required

Work Experience - Preferred

Analytics/Informatics

Education - Required

Education - Preferred

Bachelor's, Master's

License and Certifications - Required

License and Certifications - Preferred

CCXP - Certified Customer Experience Professional - Enterprise

Salary Range

Salary Minimum:

Salary Maximum:

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.

This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.

Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.