Senior Manager, Operations, Pharmacy & Healthcare Customer Experience

Company: Walgreens
Location: Columbus
Posted on: July 22, 2021

Job Description:

Job Summary:

Join a new and emerging customer experience function aimed at providing strategy towards best-in-class consumer experiences across our products and services. Collaborates with business stakeholders, technical, service design, and design research teams to anticipate and meet customer needs through CX recommendations. Represents and communicates overarching customer strategy and integrated vision for teams to follow. Provides guidance to ensure the company’s interactions meet customer needs and our desired, omni-channel, customer lifecycle.

Job Responsibilities:

• Provides leadership and guidance to steer best-in-class customer experience, customized for Walgreens, by defining and utilizing standards, guidelines, best practices, processes and determining how the customer experience team interacts with other groups.
• Advises and makes actionable recommendations to senior leadership and business groups on our end-to-end customer strategy and vision.
• Tracks integrated customer experiences and provides recommendations across online and offline channels, devices, and touchpoints.
• Provides subject matter expertise for the customer experience for Pharmacy and Healthcare. Works closely with broader Customer Experience function.
• Oversees the analysis and research around the customer experience, collaborating with the Design Research team and Business Analytics.
• Ensures the customer analysis and insights support decision making and taking proactive steps to maintain positive customer experiences and enhanced operational efficiency.
• Contributes to and implements the strategy around the customer experience and what is important to the success of the business.
• Collaborates with cross-functional teams to enhance the experience of the customer and to ensure the customer succeeds in our products and services.
• May analyze long-term impact of new or anticipated strategies and decisions.
• Works with stakeholders, identifies any issues that may be found, and provides guidance for the best customer/patient experience.
• Proactively keeps informed and shares industry trends and new CX Methods.
• Manages operational plans and performance requirements for the specified area of responsibility.
• Responsible for meeting customer driven objectives and experiences.
• Facilitates communication between staff, management, vendors, and other technology resources within and outside of the organization. Shares highly complex information related to areas of expertise. Interacts with senior management to keep abreast of objectives. Interacts with direct reports and peers in management / customers / vendors to interpret information and improve cross-functional processes and programs. Develops and enhances key internal and external contacts.

Keywords: Walgreens, Columbus , Senior Manager, Operations, Pharmacy & Healthcare Customer Experience, Other , Columbus, Ohio