Maxicare Healthcare Corporation is seeking a visionary and results-driven Experience Manager to lead our customer-centric transformation initiatives. This role is responsible for overseeing the end-to-end customer experience strategy and leading a dedicated team of Voice of the Customer (VoC) Data Analysts. The Experience Manager will ensure that customer insights are not only captured but effectively translated into high-impact organizational changes across our systems, clinics, hospitals, and processes. By bridging the gap between data-driven insights and strategic execution, this role will champion a culture of continuous improvement and excellence in customer experience.
The Experience Manager leads the strategic direction for customer experience improvements by managing the team responsible for capturing and analyzing customer feedback. This role is pivotal in ensuring that the insights generated by the VoC Analyst team are prioritized and integrated into the broader transformation roadmap. The Experience Manager will leverage their leadership expertise to drive cross-functional collaboration, ensuring that every touchpoint in the service ecosystem is optimized based on rigorous data analysis, statistical methods, and process improvement methodologies.
Responsibilities
- Team Leadershi p: Lead, mentor, and manage a team of VoC Data Analysts, providing guidance on data collection, prioritization, and advanced analytical techniques.
- Strategic Prioritization : Oversee the system for prioritizing VoC feedback based on impact, frequency, and strategic importance to ensure alignment with corporate goals.
- Cross-Functional Advocacy : Advocate for customer-centric decision-making at the executive level and across all areas of the organization.
- Transformation Integration : Collaborate with Experience Designers, Operations Managers, Transformation/Project Managers and senior stakeholders to translate complex insights into comprehensive action plans for system-wide improvements.
- Process Excellence Oversight : Ensure the application of Lean Six Sigma methodologies in process analysis to eliminate inefficiencies identified through VoC feedback.
- Methodology Governance : Standardize the use of Design Thinking, Agile, and Lean practices in workshops and problem-solving sessions led by the transformation team.
- Insight Communication : Review and refine detailed reports and presentations to ensure actionable recommendations are clearly communicated to key decision-makers.
- Blueprint & Journey Management : Direct the development and refinement of service blueprints and customer journey maps based on multi-channel research and process analysis.
- Impact Tracking : Monitor and report on the long-term impact and ROI of changes driven by the team's VoC insights and data analysis.
- Resource Management : Manage tools, budgets, and vendors related to data visualization (e.g., Tableau, Power BI) and research platforms.
Qualifications
- Proven experience in a leadership role within customer experience, data analytics, market research, or process improvement, typically with 6-8+ years of experience.
- Demonstrated ability to lead and develop a team of analytical professionals.
- Strong strategic thinking skills with the ability to link customer data to business outcomes.
- Deep expertise in Lean Six Sigma methodologies and their application in service environments.
- Advanced proficiency in overseeing data analysis projects involving SQL, R, Python, and statistical modeling.
- Expertise in Design Thinking and Agile/Lean leadership practices.
- Exceptional communication, presentation, and stakeholder management skills.
- Experience with high-level data visualization strategy and tools (e.g., Tableau, Power BI).
- Relevant certifications (e.g., CCXP, Lean Six Sigma Black Belt, PMP) are highly preferred.
WHAT YOU WILL DO
Team Management & VoC Strategy
- Direct the collection of VoC feedback across all customer touchpoints and channels.
- Govern the prioritization framework to ensure the team focuses on the most critical issues and strategic opportunities.
- Ensure the team utilizes a balanced mix of quantitative (surveys, metrics) and qualitative (interviews, focus groups) research.
Strategic Insight Translation
- Bridge the gap between raw VoC data and executive-level strategy for clinic, hospital, and process improvements.
- Approve and refine recommendations for transformation teams to ensure they are feasible and high-impact.
- Deliver high-level presentations that effectively communicate the story behind the data and the required path forward.
Stakeholder & Transformation Leadership
- Serve as the primary point of contact for Experience Management to ensure seamless implementation of insights.
- Lead high-stakes workshops and problem-solving sessions to drive organizational change.
- Establish KPIs to track the organizational impact of improvements made based on the team's recommendations.
Personal Attributes
- Visionary leader with a passion for driving customer-centric organizational change.
- Highly analytical mindset with the ability to see the big picture beyond the data.
- Superior interpersonal skills and the ability to influence at all levels of the organization.
- Proactive mentor committed to the continuous growth and development of their team.
