FirstBank Jobs

Career Opportunities: Manager, Digital Customer Experience (24270)

Requisition ID 24270 - Posted 05/03/2024 - CareOregon - Full Time - Permanent - Portland - Multi Location (16)

Candidates hired for remote positions must reside in Oregon, Washington, Utah, Idaho, Arizona, Nevada, Texas, Montana, or Wisconsin.

Job Title Manager, Digital Customer Experience Department Member Engagement Manager Title Director, Digital Experience Direct Reports Experience Design Requisition # 24270 Exemption Status Exempt Pay and Benefits Estimated hiring range $107,910 - $130,570/year, 5% bonus target, full benefits. www.careoregon.org/about-us/careers/benefits Posting Notes This is a fully remote role but must reside in one of the listed nine states.

Job Summary The Manager, Digital Customer Experience (DCX) is part of the Customer Experience (CX) Department within Operations. This role is responsible for strategic planning, implementation and portfolio management functions that elevate the digital customer experience. Omnichannel digital engagement includes mobile, self-service portals, SMS text, chat, artificial intelligence, relationship management tools, digital health literacy program, and others. The role facilitates DCX vision alignment and delivery across multiple lines of business and teams (e.g., customer experience, product/information services, business operations, provider management, marketing, etc.). Essential Responsibilities Strategic Planning and Analytics * Facilitate planning activities to support DCX leadership in defining CareOregon's DCX strategies. * Support DCX leadership in strategy alignment, integration, and execution across CareOregon. * Manage development of DCX roadmap and priorities by incorporating the voice of the customer (VoC), facilitating business prioritization, and aligning DCX partners. * Provide direction to Experience Design Strategist(s) and additional staff as team expands, in understanding the voice of the customer, defining business requirements, and portfolio oversight. * Partner with product owners and digital partners to outline strategies for digital experience platforms, products, and services. * Leverage qualitative and quantitative data (e.g., market research and operational data) to understand VoC and customer journey. * Direct and conduct market intelligence, including digital health trends, and incorporate into planning. * Develop business cases to advance digital customer experiences. Program Development, Governance, and Leadership * Work cross-functionally with partners to define, track, and achieve KPIs. * Provide programmatic and operational leadership support for DCX. * Develop policies and procedures for relevant programs and day-to-day operations. * Manage DCX governance by facilitating VP-level executive meetings and decision-making process. Portfolio Management * Drive digital experience transformation by overseeing multiple digital experience initiatives. * Build the digital experience portfolio infrastructure, including directing dashboard and SharePoint creation. * Send regular communications to stakeholders relating to DCX overall performance and initiatives. * Oversee day-to-day program operations. * Address DCX program and project needs to successful resolution (includes developing and communicating mitigation plans and escalating to Director, DCX as needed). * Monitor resource allocation and team needs to achieve high quality and timely project work. Business Operations * Represent the VoC (i.e., members and... For full info follow application link.

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