adminReliance Health uses Technology to Make Healthcare Accessible and Affordable. Through an integrated approach that includes affordable health insurance, telemedicine, and a combination of partner and proprietary healthcare facilities, Reliance Health offers innovative healthcare solutions that meet the needs of emerging markets.
We are hiring for:
Job Title: Customer Experience Program Manager.
Location: Lagos.
Employment Type: Full-time.
Job Description
- This role is accountable for the customer satisfaction program that will analyze data from customer listening posts, identify trends, prioritize importance, and develop action plans with cross-functional leaders to drive measurable improvement.
Job Responsibilities
- Developing and implementing a strategy, plan, and KPIs for Customer Experience optimization across the customer lifecycle in all geographical markets.
- Survey Program: Manage survey program to ensure all stakeholders within the organization are aligned on the why, who, when and how these surveys will be used.
- Customer Satisfaction and Strategic Planning: Develop and manage a comprehensive customer experience strategic plan, leveraging data-driven insights to inform monthly executive-level presentations, track progress, and drive execution across Reliance Health functions.
- Customer Experience Program Management: Creating a framework for data analysis, prioritization, and action plan tracking, to ensure that customer priorities provided through this program are addressed, and that there is closed loop communication back to customers.
- Customer Journey Mapping: Reviewing current customer journeys across multiple service drivers, collaborating with key stakeholders, mapping the ideal journeys, and tracking performance.
- Service Playbooks: Working with key stakeholders to develop customer experience manuals to improve service delivery to enrollees, providers, and clients.
- Facilitate Strategic Stakeholder Engagement through cross-functional summits, identifying root causes, brainstorming improvement ideas, aligning on success metrics, and agreeing on execution timelines.
Job Requirements
- 5 years of experience in customer experience operations or management.
- Strong data analytics, process, communications, and follow through skills.
- Excellent presentation skills.
- Excellent attention to detail and an intuitive eye for customer needs beyond the obvious.
Job Benefits
- A fantastic working environment that’s fully remote.
- Premium health insurance package.
- Collaborative and inclusive work environment.
- Professional development, mentoring and growth opportunities.
- Unlimited Leave Days: Take the time you need to recharge and rejuvenate.
- Learning & Development Benefit: We provide an allowance to support your ongoing professional growth and skill enhancement.
Application Closing Date
Unspecified.
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