Job description
Overview:
Birdsong Hearing Benefits is a hearing benefits manager that provides Medicare Advantage and commercial solutions for the most under-utilized supplemental benefit: Hearing. We partner with leading health plans and hearing providers to deliver life-changing hearing solutions to their members and patients.Birdsong has a strong presence in the US market and is looking for outstanding passionate talent committed to the goals and mission of the company. As one of the global market leaders in the hearing health care field, opportunities exist in many of our businesses, shared services, as well as new ventures and projects. Group companies collaborate in many areas and share resources and technologies.
Responsibilities:
- Plan and implement new human centered designs projects
- Equip and empower internal colleagues in the understanding and use of customer experience disciplines to deliver intuitive and user-centered solutions
- Communicate with clients and colleagues to understand their business goals and objectives
- Combine creativity with an awareness of the design elements
- Create CX solution prototypes that enable the business to improve the customer experience
- Conduct an ongoing user research and leverage data to inform continuous CX improvement, prioritization, and operational effectiveness
- Technical Experience and Skill: 5 years of experience as an CX Designer, Human Centered Design, or similar role. Expertise in leveraging Adobe Creative Suite, PowerPoint, and other similar design platforms to creatively visualize and share the consumer story.
- Design and Presentation: Produce high-quality solutions through flow diagrams, graphic designs, storyboards, and journey maps. Strong design and presentation skills to present and defend the value of customer insights into solutions that inspires confidence and action within the business stakeholders.
- Design Sprint Facilitation: Lead the planning and facilitation of fast-paced and in-depth CX workshops that inform, align, and inspire clients and internal stakeholders to improve the consumer experience.
- Problem Solver: Ability to apply empathy with critical thinking skills to identify customer abrasions, solve problems and design achievable solutions.
- Interpersonal Communication and Relational Building Skills: Ability to relate to and effectively work with a diverse group of individuals, groups, and people collaboratively and diplomatically. Proven ability to engage internal and external constituencies. The person must possess an uncanny ability to handle and to resolve conflict in a productive and direct manner. Excellent oral and written communications are a must. The person must also exude high energy with a positive manner and a can-do attitude and excellent judgment.
- Deep Healthcare/Hearing Care/Managed Care Expertise: Mission-oriented and energetic, the person must have a demonstrated track record of success in the US healthcare/hearing care/managed care sector.
Other Personal Characteristics and Experience
- Strong strategic and analytical competence to understand and analyze consumer, financial and market data to forecast, plan and measure success
- Ability to simultaneously balance and adjust to multiple changing priorities and make decisions with speed and accuracy.
- A true team player who takes a collaborative approach within a matrix environment. Able to work cooperatively with colleagues and executives. Someone who is able and willing to foster communication, build consensus, and ultimately align around common objectives.
- High level of proficiency and demonstrated effectiveness in problem-solving, and implementing new programs related to increased customer and user experience.
- Understanding of the US Managed Care Market including government programs and commercial. Hearing Aid experience and Medicare Advantage market knowledge preferred.
Impeccable values, ethical standards, and a strong moral compass with integrity
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