Customer Experience Lead

Customer Experience Lead, Remote

• Contract to Hire
• 100% Remote
• Due to our government client requirements, we can only consider US Citizens or Green Card holders for this position. Must reside in the US 3 out of the last 5 years.
  
• NO THIRD PARTY RECRUITERS PLEASE! CANDIDATES MUST BE SELF-REPRESENTED.

Description

Seeking a Customer Experience Lead for a cloud solutions contract supporting Centers for Medicare and Medicaid Services (CMS).

The Customer Experience Lead creates and executes strategies across the program to improve customer satisfaction and loyalty and, ultimately, our customer service team's success and day-to-day operations. The Lead is responsible for the training, awareness, communications, marketing, customer and user experiences/feedback, and the tools used to achieve it. They will enhance services and delivery standards by creating a friendly environment, responding to customer needs directly or through other associates, resolving customer service issues, and supporting associates in delivering exceptional service.

Responsibilities

• Oversee the entire customer journey, identifying opportunities for improvement and ensuring consistency across all touchpoints.
• Lead and mentor team members, ensuring that all members are aligned with the company's CX goals and are equipped to deliver exceptional service.
• Use customer data and analytics to inform program strategies and make data-driven decisions that enhance the customer experience.
• Work closely with program teams to ensure that all aspects of the customer journey are aligned and contribute to a cohesive CX strategy.
• Driving cultural change that fosters a customer-centric mindset across the program.
• Collect and share customer insights.
• Identify and select the actions to take to improve the customer experience.
• Decide when to act and distinguish between quick wins and longer-term projects.
• Implement a system for collecting and analyzing customer feedback in real-time, allowing for quick identification and resolution of issues.
• Streamline internal processes and reducing customer effort, the company enhanced the overall customer experience.
• Ensure team (internal and external) members understand the products, services, and their importance.
• Review and refine strategies based on customer feedback and data analysis to drive continuous improvement.
• Establish clear, measurable team goals and ensure members understand their role in achieving them.
• Encourage collaboration within and across teams, creating an environment where ideas and feedback are valued.
• Offer regular training, coaching, and support to help team members.
• Foster a culture of collaboration and continuous learning, ensuring that everyone is working towards common goals.
• Hold regular meetings with teams to discuss CX initiatives and share insights and feedback.
• Implement, maintain, and use integrated tools and platforms for seamless communication and collaboration.
• Promote and provide the tools and processes needed to collaborate effectively.
• Implement a change management strategy that includes communication, training, and support.
• Build a business case for CX initiatives by demonstrating their potential ROI and long-term benefits.
• Integrate data sources, ensuring that teams have access to comprehensive customer insights.
• Streamline customer service through automation and predictive analytics.
• Facilitate real-time collection and analysis of customer feedback, enabling continuous improvement.

Requirements

• Bachelors degree in business, IT, or a related field and 7 years of experience or 10 years of experience with an associate degree.
• Customer/User Experience certifications such as Certified Customer Experience Professional (CCXP).
• Strong problem-solving, communication, and stakeholder management skills.
• Managing multiple stakeholders with competing priorities.
• Experience managing technical/support teams.
• Experience utilizing service delivery in a government systems and services environment.
• Ability to work independently and as part of a team.
• Proficient in MS Word, MS Excel, and MS PowerPoint.
• Strong understanding of collaborative tools like Atlassian, Mural, and Slack.
• Strong customer interaction/service skills, interpersonal skills, and the ability to speak in a public forum.
• Excellent organizational and attention to detail skills; ability to interact effectively with others.

Desired

• Cloud (AWS and MAG) familiarity
• Experience with federal contracts and projects
• 3 years experience with CMS
• Worked in SAFe Agile methodology

Please Note:

• Only those individuals selected for an interview will be contacted.
• No calls, inquiries, or Third-Party Vendors please.
• We are an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. (The ACI Group is unable to sponsor H1B Visas).
• $1000 Referral Bonus - www.aci.com.

Since 1988, The ACI Group, a Baltimore-based staffing firm, has been committed to hiring the industry's leading professionals, and presenting exciting career opportunities. We have access to varied types of contract, permanent and contract-to-perm positions and offer a choice of employment options including a full benefits package.