Customer Care Specialist assisting clients with their inquiries and providing solutions at Lyka, an Australian pet wellness company. Engaging customers with information about dog nutrition and wellness.
About the role
- Customer Experience Architect at GRAIL addressing early cancer detection. Leading customer experience initiatives across products and services in a pioneering healthcare company.
Responsibilities
- Conceiving of, choreographing, and supporting the delivery of excellent customer experiences across GRAIL’s products, services, touchpoints, and the broader healthcare ecosystem
- Identifying high-impact CX improvement and innovation opportunities
- Working cross-functionally to design and deliver solutions
- Ensuring cohesion of the end-to-end experience
- Representing the voice of the customer in cross-functional initiatives
- Planning and executing CX culture-building programs and tactics
- Contributing to and driving action toward the CX vision and strategic priorities
- Documenting and auditing CX “launch readiness” for all key commercial launches
Requirements
- Bachelor’s degree; MBA or MPH preferred
- Minimum 12 years experience in customer experience and/or service design, or equivalent experience in product management and/or marketing with a strong orientation toward consumer/customer research and human-centered design
- Healthcare or related industry knowledge a plus
- Passion for the importance of CX in delivering on GRAIL’s mission
- Ability to build relationships across teams and functions, both internally and externally with key team members and healthcare ecosystem partners
- Strong analytical, data-based orientation to making recommendations and supporting decision-making
- Ability to think both big picture and at the tactical level, from vision and strategy development to hands-on, roll-up-the-sleeves execution
- Familiarity with CX and Design tools like Figma, LucidChart, UserTesting, and Qualtrics is helpful.
Benefits
- Participate in an annual bonus plan tied to company and individual performance
- Long-term incentive plan
- Flexible time-off
- 401k with a company match
- Medical, dental, vision plans
- Mindfulness offerings
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