Summary:
The Customer Experience Designer will work as a team member to research, interpret data and apply human-centered, experience based design methodologies to improve the customer experience. This is a hands-on design and research role that uses quantitative and qualitative research to uncover customer insights and design, implement, measure, and monitor improvement projects. The Customer Experience Designer will be responsible for partnering with internal business partners and to design and implement customer-centric programs, products, processes, education and outreach campaigns.
Skills: Undergraduate degree in engineering, behavior or social science, marketing, communications or business required. 1-3 years working in customer relations and 1-3 years working specifically in an experience design, communication design, ethnography, anthropology or human behaviors, communication or customer experience role. Exceptional customer orientation; demonstrated by a track record of successful customer interactions or customer experience insights or design projects. Demonstrated ability to communicate verbally and in writing, good organization skills, ability to meet deadlines, and be able to work and collaborate effectively in a team environment. Basic awareness of analytic terminology. Ability to interpret basic voice of the customer feedback and participate with the team to plan and assist in implementing appropriate customer experience strategies.
Responsibilities:
*Participate, direct or develop research plans, and create strategies and tactics to enhance the customer experience including processes, communications, and interactions. *Organize, gather and analyze customer data. Identify key opportunities/leverage points and solutions for improving the member experience and building loyalty for key stakeholders. Share insight, recommend or propose these solutions to internal stakeholders. *Promote member-centered thinking among teams and individuals. Provide guidance to managers and staff working on customer experience projects to successfully manage the initiatives to achieve the desired outcomes. Assist teams in measuring and monitoring customer experiences with the health plan and healthcare delivery. *Partners with enterprise-wide customer experience and/or patient experience to better understand and improve the member-patient experience. *Continuous self-education in the latest trends in the customer experience discipline and customer-centered research. *Learns about and assists in meeting regulatory and accreditation requirements related to customer experience. *Performs other functions as required.
Benefits
Benefits are effective day-one and include:
About Us
Presbyterian Healthcare Services is a locally owned, not-for-profit healthcare system of eight hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, it is the state’s largest private employer with approximately 11,000 employees.
Presbyterian’s story is really the story of the remarkable people who have chosen to work here. Starting with Reverend Cooper who began our journey in 1908, the hard work of thousands of physicians, employees, board members, and other volunteers brought Presbyterian from a tiny tuberculosis sanatorium to a statewide healthcare system, serving more than 700,000 New Mexicans.
We are part of New Mexico’s history – and committed to its future. That is why we will continue to work just as hard and care just as deeply to serve New Mexico for years to come.
About New Mexico
New Mexico’s unique blend of Spanish, Mexican and Native American influences contribute to a culturally rich lifestyle. Add in Albuquerque’s International Balloon Fiesta, Los Alamos’ nuclear scientists, Roswell’s visitors from outer space, and Santa Fe’s artists, and you get an eclectic mix of people, places and experiences that make this state great.
Cities in New Mexico are continually ranked among the nation’s best places to work and live by Forbes magazine, Kiplinger’s Personal Finance, and other corporate and government relocation managers like Worldwide ERC.
New Mexico offers endless recreational opportunities to explore, and enjoy an active lifestyle. Venture off the beaten path, challenge your body in the elements, or open yourself up to the expansive sky. From hiking, golfing and biking to skiing, snowboarding and boating, it’s all available among our beautiful wonders of the west.
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