Kforce Customer Experience Analyst in Long Beach, California

Kforce has a client that is seeking a Customer Experience Analyst in Long Beach, CA.Job Role:Support the Customer Experience Team in planning, designing and execution of customer experience projects ranging from Voice of the Customer Projects, Process Improvements and Web Initiatives. This is high impact cross functional role which will work with the entire organizational leadership to drive the customer experience promise.

  • Resource should be able to act as both Business Analyst and Project Manager depending on the project; the key is that the resource should have corresponding experience in both roles

  • Must have strong experience with Customer Experience Projects like Voice of the Customer, User Experience Design, Net Promoter Projects, Education Initiatives, Operational Improvements, and Process Flow Redesign

  • Must be able to tell a compelling story with excellent presentation skills and Visio skills

  • Has implemented Customer experience projects to execute Customer Experience strategy using Personas and Journey Maps

  • Must be a great facilitator of brainstorming sessions and ideation sessions

  • Must be able to think strategically as well as tactically depending on the situation and be comfortable in navigating the grey

  • Experience with Ideation, Personas, Moments of Truth and Journey Maps is preferred

  • Comfortable around abstract ideas, flexible with iterative planning and execution

  • Worked cross functionally across the organization to influence decisions around Customer Experience

  • Must be able to represent Customer Insights and Customer Experience functions to the entire organization

  • Be able to build on the Medicare Advantage and Customer Experience knowledge

  • Big 4 Consulting experience is preferred

  • Prior Healthcare experience is preferred

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Compensation Type:HoursMinimum Compensation:45.00Maximum Compensation:45.00