Senior Vice President, Customer Experience

CNSI and Kepro are now Acentra Health!  Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact. 

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes – making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector. 

Acentra is looking for a Senior Vice President, Customer Experience to join our growing team.

Job Summary:

The Senior Vice President (SVP) of Customer Experience is charged with leading the strategic vision and execution of all aspects of the customer experience journey. This role is pivotal in ensuring that the organization delivers seamless, innovative, and superior service experiences across all customer touchpoints. By harnessing the power of technology, data analytics, and customer insights, the SVP of Customer Experience aims to drive customer satisfaction, loyalty, and advocacy, directly contributing to the company's growth and competitive advantage. This executive leader collaborates with cross-functional teams, including product development, sales, marketing, and operations, to create and implement customer-centric strategies that enhance engagement, streamline service delivery, and resolve challenges efficiently. The SVP of Customer Experience is responsible for setting the tone for a customer-first culture within the organization, fostering innovation, and leveraging technology to meet and exceed the evolving expectations of customers in a dynamic market landscape.

Job Responsibilities:

·       Establishing the strategic direction and execution of all customer experience initiatives to ensure the delivery of outstanding service across all customer interactions.

·       Leveraging technology, data analytics, and customer insights to drive customer satisfaction, loyalty, and advocacy, thereby contributing significantly to the company's growth and competitive positioning.

·       Develop and implement a comprehensive customer experience strategy that aligns with the company’s goals and enhances customer satisfaction and loyalty.

·       Lead the transformation of customer experience by integrating technology and digital solutions across customer touchpoints to provide seamless, personalized, and superior service experiences.

·       Collaborate with cross-functional teams, including product development, sales, marketing, and operations, to ensure a consistent and customer-centric approach in all initiatives.

·       Utilize data analytics and customer feedback to gain insights into customer needs and behaviors, identifying opportunities to enhance the customer journey and resolve pain points.

·       Champion a customer-first culture within the organization, fostering an environment of continuous improvement and innovation in customer service.

·       Oversee the development and implementation of customer experience metrics and KPIs to measure performance and identify areas for improvement.

·       Lead and mentor a team of customer experience professionals, building a high-performing team equipped to meet our customers' evolving needs, including the innovation lab, capture management, market & competitive intelligence, and Price to Win functions.

·       Represent the voice of the customer within the executive team, providing insights and recommendations to guide strategic decisions.

·       Stay abreast of industry trends and best practices in customer experience, bringing innovative ideas and technologies to the company.

Requirements

Required Qualifications/Experience:

·       Requires a bachelor’s degree in business administration or a related field or equivalent experience.

·       Requires a minimum of twenty years of experience in business development and/or strategic planning.

·       Requires excellent communication, presentation, and analytical skills.

·       Proven experience in a senior role, preferably within the same industry or related field.

·       Strong background in customer service/service delivery.

·       Demonstrated ability to lead and inspire teams across different functional areas.

Preferred Qualifications/Experience:

·       Experience in representing the voice of the customer.

·       Innovative thinker with problem-solving skills.

Why us? 

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes. 

We do this through our people. 

You will have meaningful work that genuinely improves people's lives across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career. 

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.  

Compensation 

“Based on our compensation program, an applicant’s position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.” 

Thank You!

We know your time is valuable and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

Visit us at Acentra.com/careers/

EOE AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.