Consumer Experience Professional 3

Job Description:

• The Senior Consumer Experience Professional ensures optimized interaction between the company and members, with a strong focus on launch readiness, command center operations, and post-deployment stabilization.
• This role supports product and experience launches by helping drive successful implementation outcomes and a return to baseline performance in less than or equal to four days following deployment.
• This role serves as a key command center consultant during product launches and support periods.
• Work assignments involve moderately complex to complex issues where analysis requires evaluation of multiple factors.
• In addition, this position performs data analysis on RAID logs and post-deployment surveys to identify trends, lessons learned, and opportunities for continuous improvement.
• The Senior Consumer Experience Professional may leverage voice of the customer, NPS, root cause analysis, call listening, and member experience design to identify friction points and support experience optimization.
• Work is performed with limited direction and includes decision-making on moderately complex to complex issues.
• The incumbent exercises considerable latitude in determining objectives and approaches to assignments.

Required Qualifications

• 5 or more years of consumer operations experience and/or data analytics
• Experience supporting operational readiness, command center activities, incident triage, or launch/post-deployment support
• Flexibility to work nights and weekends on a rotational basis with advance notice
• Proficiency in Microsoft Office applications, including Word, PowerPoint, Excel, Teams, and Forms
• Strong ability to create, maintain, and analyze RAID logs and related operational documentation
• Ability to interpret assignments and understand department strategy
• Excellent time management, organization, and multitasking skills
• Experience making decisions and working independently with little supervision
• Strong verbal and written communication skills with the ability to tailor messaging to mixed audiences
• Demonstrated strength in meeting facilitation, meeting etiquette, documentation, and note-taking
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

• Familiarity with healthcare and health insurance industry practices
• Experience supporting command center operations for product, system, or service launches
• Experience performing trend analysis and translating findings into continuous improvement recommendations
• Experience working with cross-functional operational, technical, and business teams in a fast-paced support environment
• Strong ability to write clear work instructions, status reports, and executive-ready summaries
• Experience in consumer service operations

Additional Information
This role requires availability for command center support during key launch periods, including occasional nights and weekends based on business need, with advance notice provided. The position plays a critical role in helping ensure successful launch stabilization, timely issue resolution, effective stakeholder communication, and ongoing process improvement to enhance the consumer experience.