Lead Experience Manager - remote nationwide

Job#: 2078133

Job Description:

Apex Systems is hiring an Experience Manager for a large Healthcare company.

FULLY REMOTE - Nationwide

1 year contract with possibility to extend or convert.

Experience Managers play a pivotal role in shaping and enhancing the customer and employee experience. They possess a unique combination of strategic vision and tactical proficiency, collaborating closely with Customer Research & Insights, Product, Line of Business leaders, and Shared Service partners to align the end-to-end experience with overarching Customer Experience objectives.

In their day-to-day operations, these managers oversee the customer experience through the lens of Moments that Matter and other key experience value drivers. Leveraging their skills as Qualtrics dashboard power users, they quickly identify issues and delve into their root causes, gaining in-depth insights into the underlying factors shaping the customer experience. Their role extends beyond observation; they drive continuous improvements, perpetually enhancing the customer journey to meet ever-changing customer expectations and business goals.

Primary responsibilities:

Drive key customer experience initiatives and serve as a mentor and leader within the team.

Oversee critical Voice of the Customer programs, working with cross-functional partners to ensure that insights are leveraged to improve both customer and employee experiences. Navigate complex issues, support the development of junior team members by helping them grow their capabilities and impact.

Education/Experience:

Requires a Bachelors degree and 5 - 7 years of related experience.

Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

Technical Skills:

One or more of the following skills are desired.

Experience with Analytics; Customer Analytics; Customer Experience; Customer Insight; Customer Retention; Customer Satisfaction; Microsoft PowerPoint; Presentations; Program Management; Project Management; Research; Web Analytics.

Soft Skills:

Intermediate - Seeks to acquire knowledge in area of specialty

Intermediate - Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions

Intermediate - Ability to work independently

Intermediate - Demonstrated analytical skills

Intermediate - Demonstrated project management skills

Intermediate - Demonstrates a high level of accuracy, even under pressure

Intermediate - Demonstrates excellent judgment and decision making skills

Intermediate - Ability to communicate and make recommendations to upper management

Intermediate - Ability to drive multiple projects to successful completion.

Purpose:

To build Customer Experience insights and actioning and a process for continual improvement.

The members of this team work with a high degree of autonomy and must be able to be self-driven, the individual must possess a great work ethic and demonstrate a willingness to learn and adapt as we build this program.

If interested please apply here or send your resume to and refer to job # 2078133.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.