Supports and executes the customer experience strategic plan through the development and implementation of system resources consistent with the core capabilities and practices identified in the plan. Develops project plans, timelines, and goals to deliver frameworks and tools that enable consistent application of plan's core capabilities. Responsible for research, benchmarking and competitive analysis for projects related to core capabilities and consistently models the use of Voice of the Customer to inform experience design deliverables. Facilitates cross functional work groups to hardwire mature experience capabilities and practices consistently across all points of care.
Our preferred candidate will have project and/or program management experience.
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