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Job Description
Job Listing ID:
4515308
Job Title:
Senior Consumer Experience Professional
Application Deadline:
Open Until Filled
Job Location:
Salem
Date Posted:
06/20/2026
Hours Worked Per Week:
Not Provided
Shift:
Not Provided
Duration of Job:
Either Full or Part Time, more than 6 months
SR You may contact this employer directly.
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Job Summary Become a part of our caring community The Senior Consumer Experience (CX) Professional supports the delivery and continuous improvement of consumer experience through the analysis and interpretation of experience insights and collaboration with partners. You will translate customer experience data into applicable insights and support end-to-end journey improvements. You apply judgment, analytical rigor, and communication to influence outcomes, ensuring informed decision-making, and support consumer-centered improvement projects across the organization. You will provide daily work guidance and subject matter support to CX professionals to ensure delivery of insights and improvement activities. You will report to the Consumer Experience Lead. You will support the delivery and continuous improvement of the consumer experience by managing experience insights, supporting improvement work, and partnering with teams. You will apply deep consumer experience expertise within an established strategy, governance model, and toolset, contributing to consumer-centered improvements through rigorous analysis, coordination, and hands-on execution. You will influence outcomes through insight translation, facilitation, and data-driven recommendations rather than formal authority.
Responsibilities:
Patient Experience Measurement & Insight Manage and analyze patient experience inputs, including transactional and relationship NPS, CAHPS, HOS, and other voice-of-the-customer sources. Summarize quantitative and qualitative data into clear applicable insights and themes to inform experience improvement priorities. Work with Operations and partners (e.g., Product, Legal, Technology) to interpret customer experience insights, identify causes, and resolve systemic experience issues. Translate enterprise strategy into clear execution-level insights and improvement recommendations. Present recommendations using compelling storytelling tailored to senior leadership and operational audiences. Provide expertise on consumer experience risks, trends, and improvement opportunities. Work Guidance & Coordination Provide daily work direction, prioritization guidance, and subject matter support to CX Professional II team members supporting assigned projects. Coordinate work activities to ensure insights, analyses, and deliverables align with CX priorities and timelines. Review work outputs and provide feedback to support quality, consistency, and development of CX capabilities. Experience Improvement Support Support experience improvement projects focused on prioritized end-to-end customer journeys. Partner with operational, clinical, access, service, and communication teams to address identified experience friction points. Apply end-to-end journey to identify upstream drivers and downstream impacts of experience issues. Help teams prioritize improvement opportunities based on customer impact, feasibility, and understanding of enterprise goals. Track improvement activities and outcomes, supporting teams in understanding patient experience impact and progress over time. Vendor & Tool Support Support the daily use of patient experience platforms and tools. Help with reporting, data quality management, and insight generation related to vendor solutions. Provide ongoing feedback on tool effectiveness, limitations, and improvement opportunities based on user and needs. Cross-Business Collaboration Collaborate with experience partners in Pharmacy and CW enterprise to surface cross-journey ... Market Research Analysts and Marketing Specialists
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Compensation
Not Provided
Job Requirements
