Experienced Associate Director, End-to-End Customer Experience (ESRO) – Remote Opportunity at arenaflex

At arenaflex, we're dedicated to transforming the health care experience for millions of people worldwide. As a leading health care and well-being company, we're committed to improving health outcomes and making a positive impact on our communities. We're now seeking an experienced Associate Director, End-to-End Customer Experience (ESRO) to join our team and help us achieve our mission. As an Associate Director, End-to-End Customer Experience (ESRO), you'll play a critical role in overseeing all customer-related activities and ensuring their alignment with arenaflex's security measures. You'll work closely with executive leaders to integrate security strategies into customer interactions, enhance the company's security posture, and external trust initiatives. This is a unique opportunity to make a significant impact on the customer experience and contribute to arenaflex's growth and success.

About arenaflex

arenaflex is a health care and well-being company that's dedicated to improving the health outcomes of millions around the world. We're comprised of two distinct and complementary businesses, UnitedHealthcare and Optum, working together to build a better health system for all. Our mission is to help people live healthier lives and make the health system work better for everyone.

Job Summary

We're seeking an experienced Associate Director, End-to-End Customer Experience (ESRO) to join our team and lead the customer office. As a key member of our leadership team, you'll be responsible for developing and implementing strategies to enhance customer trust and ensure security communications are efficient and effective. You'll work closely with divisional Chief Information Security Officers (CISO) to align customer-related processes with security standards and create an end-to-end customer journey across all external engagements in our security organization.

Key Responsibilities

* Develop and implement strategies to enhance customer trust and ensure security communications are efficient and effective

• Collaborate with divisional Chief Information Security Officers (CISO) to align customer-related processes with security standards
• Create an end-to-end customer journey across all external engagements in our security organization
• Map out our matrix of customer interactions: legal, ETIPS, Comms, Growth, Executive clients, CIOs
• Focus on building and maintaining trust with customers, through security compliance and risk management efforts
• Align strategies to business objectives. Regularly review progress and metric development to support
• Map end-to-end security customer interactions to support sales and growth strategies
• Provide detailed security reports and recommendations for potential and existing clients
• Collaborate with enterprise security teams to ensure alignment with regulatory and compliance requirements
• Assist in the development and presentation of security trust materials to clients and stakeholders
• Communicate security trends and incidents to provide actionable insights
• Support the integration of security measures in new service offerings
• Work with cross-functional teams to address security concerns and develop mitigation strategies

Required Qualifications

* 6+ years of experience in customer experience management role developing and implementing customer experience strategies, preferably in a security or technology environment

• 6+ years of experience in a leadership role leading Programs
• 4+ years of proven analytical, reporting and problem-solving skills, with the ability to identify and address customer pain points and satisfaction drivers with data
• 4+ years of Six Sigma or journey mapping, process experience
• 4+ years of Process journey mapping experience

Preferred Qualifications

* Experience working in a health care or technology environment

• Proven track record of developing and implementing customer experience strategies
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize multiple tasks and projects

What We Offer

* Competitive salary range: $106,800 - $194,200 annually based on full-time employment

• Comprehensive benefits package, including medical, dental, and vision insurance
• Incentive and recognition programs
• Equity stock purchase and 401k contribution
• Opportunity to work with a leading health care and well-being company
• Collaborative and dynamic work environment
• Professional development and growth opportunities

How to Apply

If you're a motivated and experienced professional looking to make a difference in the health care industry, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [arenaflex careers website]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Drug-Free Workplace

arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Remote Work Opportunity

This is a remote work opportunity, and you'll have the flexibility to work from anywhere within the U.S. As a remote employee, you'll be required to adhere to arenaflex's Telecommuter Policy.

Application Deadline

This job posting will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. Apply for this job