Customer Support Advisor handling customer inquiries across channels and guiding them through the eCommerce platform. A key role in customer relationship management at TVH, based in Estonia.
About the role
- Customer Experience Specialist improving customer experience at Horizon Blue Cross Blue Shield of New Jersey. Responsible for project management in customer experience initiatives with cross-functional teams.
Responsibilities
- Responsible for advocating and improving the customer experience within Horizon BCBSNJ
- Supports Horizon BCBSNJs priority customer experience improvement initiatives, including touch point redesign and process improvement
- Work closely with the Voice of the Customer Team to become a subject matter expert on the CX Dashboards and metrics
- Leverage insights from the dashboards to consult with business owners, disseminate results, and build action plans
- Assist with planning the bi-weekly agenda of the Horizon BCBSNJ CX Council
- Work with cross-functional teams that include internal Horizon BCBSNJ business owners and external agency partners to manage a portfolio of CX projects
- Develop and manage detailed project plans, business cases, and budget
- Create journey maps and pain point analyses to identify improvement opportunities
- Support Horizon BCBSNJ employee engagement initiatives, including employee training efforts
Requirements
- Bachelors degree from an accredited college or university in related field preferred
- Minimum 5-7 years of total experience in management consulting, consumer marketing or related field
- Minimum 1-2 year of experience in a customer experience, market research or process improvement role
- Strong communication skills, both oral and written
- Strong analytical skills, including ability to analyze data, draw conclusions, and make recommendations
- Advanced Microsoft Office skills (Word, Excel, PowerPoint)
Benefits
- Comprehensive health benefits (Medical/Dental/Vision)
- Retirement Plans
- Generous PTO
- Incentive Plans
- Wellness Programs
- Paid Volunteer Time Off
- Tuition Reimbursement
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