FL
Job description
Senior Consumer Experience Professional
$40 /hr
Remote: Eastern Time Zone
3-month contract
Hunter Recruiting is seeking a talented Senior Consumer Experience Professional dedicated to optimizing interactions between our organization and its members, with an emphasis on launch readiness, command center operations, and stabilization after product deployment.
Responsibilities of the Senior Consumer Experience Professional:
- Assist in product and experience launches by facilitating successful implementations and restoring baseline performance within four days post-deployment.
- Act as a main consultant in the command center during product launches and support phases, addressing moderately complex issues through evaluation of multiple factors.
- Conduct data analysis on RAID logs and post-launch surveys to uncover trends, extract lessons learned, and identify areas for continuous enhancement.
- Utilize customer feedback, Net Promoter Score (NPS), root cause analysis, call reviews, and member experience design approaches to pinpoint friction points and promote experience optimization.
Required Qualifications for Senior Consumer Experience Professional:
- A minimum of 5 years of experience in consumer operations and/or data analytics.
- Proven history of supporting operational readiness, command center functions, incident management, or launch and post-deployment assistance.
- Willingness to work nights and weekends on a rotational basis, with prior notice.
- Expertise in Microsoft Office Suite (Word, PowerPoint, Excel, Teams, and Forms) with a strong capability to create, manage, and analyze RAID logs and associated operational documentation.
- Aptitude for making informed decisions and working autonomously with minimal oversight.
- Excellent verbal and written communication skills, with the ability to adapt messages for various audiences.
- Proven ability to facilitate meetings effectively, adhere to meeting etiquette, and take comprehensive notes.
Preferred Qualifications:
- Knowledge of healthcare and health insurance industry standards.
- Experience in supporting command center operations related to product, system, or service deployments.
- Skills in performing trend analysis and transforming findings into actionable improvement suggestions.
- Experience collaborating with cross-functional teams in a fast-paced operational, technical, and business support environment.
- Strong writing skills for crafting clear work instructions, status updates, and executive-level summaries.
- Background in consumer service operations.
Additional Information:
This position requires availability for command center support during critical launch phases, including rare evenings and weekends as needed, with advance notice. The role is pivotal in ensuring effective stabilization after launches, timely issue resolution, efficient communication with stakeholders, and the continuous improvement of processes to enhance the overall consumer experience.
STEMHUNTER is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity, and gender expression), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law. We comply with all applicable equal employment opportunity and affirmative action regulations.
