Customer Experience Program Manager Job at Reliance Health

Reliance 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 recruiting to fill the position below:

Job Position: Customer Experience Program Manager

Job Location: Lagos
Job Type: Full time

Description

• Reliance Health aims to redefine healthcare accessibility, affordability, and delightfulness in Emerging Markets.
• Leveraging technology, we've built an integrated health system comprising affordable health insurance, telemedicine services, and a network of partner and proprietary healthcare facilities.
• This enables us to offer innovative healthcare solutions precisely when our users need them the most.
• 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.   

Responsibilities
You will be Responsible For:

• 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.

Requirements
Must Have:

• 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.

Beneits

• 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.