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Company Name GEHA
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https://geha.wd5.myworkdayjobs.com/GEHACareers/job/Lees-Summit-200/Sr-Customer-Experience-Analyst_R-001003

GEHA is a leader in health services for federal employees and related customers, serving our chosen markets with low-cost offerings and best-in-class customer care, sustained by a nimble and efficient organization.

GEHA has recently developed a new Corporate Strategy, of which Customer Experience (CX) is a key strategic priority. As part of executing this strategy, the organization is establishing a Customer Experience team, a Center of Excellence (COE) dedicated to understanding and improving the GEHA customer experience. This team will help enable GEHA’s Transformation toward becoming a more customer-focused organization, putting the customer at the center of strategic decisions and embedding customer experience leading practices throughout the organization.

The Sr CX Analyst is responsible for supporting the maintenance and execution of GEHA’s Voice of the Customer program, including mid-size to large CX initiatives, while maintaining the tactical and/or administrative responsibility for the program it’s Voice of the Customer technology. Incumbents will lead cross-functional teams under the guidance of the CX Initiative Leads.

Career-level professional within field. Considered highly skilled and proficient in discipline. Conducts complex, work under minimal supervision and with wide latitude for independent judgment.

SKILLS

  • They will also be responsible for ensuring that all stakeholders get the necessary cross-functionally dependent info necessary for identifying opportunities for teams to collaborate to prevent overlap or duplication of work.
  • Additionally, this role will be responsible for pulling together tactical information in a comprehensive format that assists the CX COE in regularly providing updates to key stakeholders and leadership.
  • They will also support preparation of updates to the Executive Team and Board on the progress of each CX Initiative as well as any issues or risks that arise in building out GEHA’s desired future-state customer journey.
  • Provides coordination, discussion documentation and actionable execution support across CX Initiatives to ensure appropriate prioritization and sequencing of activities, helps inform allocation of funding and resources appropriately and identifies opportunities for teams to collaborate and to prevent duplication of work.
  • Supports management of the operational details needed for CX Leads to ensure that the implementation of each CX Initiative or project (whether owned by the CX COE or by the business) is on track; elevates risks or concerns to leadership as needed.
  • Maintains the integrity and micro-level updates of the short-term and long-term CX Roadmap to incorporate newly-identified CX priorities and ensure key milestones are documented for Initiatives that are underway.
  • Serves as the operational arm of the CX Roadmap Manager’s strategic accountabilities to CX COE stakeholders and leadership; can take direction and help operationalize the big-picture view of the CX journey across various in-flight efforts.

Minimum Requirements

  • Bachelor’s Degree in relevant area or equivalent work experience.
  • 4- 6 years of experience in managing large-scale programs.
  • Ability to lead cross-functional teams and coordinate across multiple teams to achieve common objectives.
  • Strong understanding of technology platforms and systems across multiple business functions.
  • Ability to quickly understand and synthesize business goals and objectives and help stakeholders operationalize the future-state.
  • Strong communication skills and the ability to communicate appropriately at all levels of the organization.
  • Performs other duties as assigned.

Competencies

  • Displaying Technical Expertise.
  • Driving for Results.
  • Continuous Improvement.
  • Customer Focus.
  • Teamwork & Collaboration.
  • Acting Decisively.
  • Building Relationships.

Preferred Qualifications

  • 2+ years of experience with customer experience projects.
  • Experience within the healthcare industry.
  • Project Management Professional (PMP) Certification.
  • Six Sigma Certification or similar expertise
  • Experience with customer experience technology platforms.
  • Demonstrated experience executing with minimal guidance to programs and projects on the direction needed to produce specific business outcomes.

GEHA is an Equal Opportunity Employer. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. Our company's corporate headquarters is located in Lee's Summit near Douglas Rd and I-470 with a total of five locations in the Kansas City metropolitan area.

Division Growth - Customer Experience
Internal Reference Code/Reference No. R-001003
Location Name United States
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