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Manager Client Experience - Remote

Company: Mayo Clinic
Location: Rochester
Posted on: November 25, 2022

Job Description:

Why Mayo Clinic
Mayo Clinic is the nation's best hospital (U.S. News & World Report, 2022-2023) and ranked #1 in more specialties than any other care provider. We have a vast array of opportunities ranging from Nursing, Clinical, to Finance, IT, Administrative, Research and Support Services to name a few. Across all locations, you'll find career opportunities that support diversity, equity and inclusion. At Mayo Clinic, we invest in you with opportunities for growth and development and our benefits and compensation package are highly competitive. We invite you to be a part of our team where you'll discover a culture of teamwork, professionalism, mutual respect, and most importantly, a life-changing career!

Mayo Clinic offers a variety of employee benefits. For additional information please visit Mayo Clinic Benefits. Eligibility may vary.

Position description
Join the team of client experience professionals as we work to support a rapidly growing organization by collecting and analyzing client feedback and delivering actionable insights. You will lead the client experience practice at Mayo Collaborative Services (MCS) and work in a highly collaborative environment to bring client-centricity to our growing organization. We are looking for a candidate that can help influence executive leaders, contribute to business strategy, and advocate for client-first thinking at all levels.

Responsible for leading the development and implementation of MCS Client Experience Management initiatives that aligns with the overall strategy and objectives, designing innovative solutions for long-term market differentiation and scalability. Focuses on market differentiators as it applies to our various client experiences. Partners with numerous teams, approaching the client experience from the outside in, complementing the business architecture view of inside out.

Responsible for the design and implementation of service initiatives. Partners with stakeholders and leadership to develop value-based solutions with a long-term view of IT and digital strategies to meet the client's needs and expectations. Designs, builds and implements a client experience strategy for all lines of business within MCS. Designs configuration for market business solutions with commitment to a triple aim: quality, cost and client experience.

Collaborates with applicable groups/organizations for business solution collaboration and development. Adheres to established internal controls, regulatory and fiduciary policies. Collaborates within MCS operational areas to ensure adherence to the strategic plan related to client experience. Collaborates with MCS leadership to establish, plan, and position operations and IM/IT to define and drive the future-state client experience strategy in support of broader MCS business strategy and the go-to-market strategies of the various lines of business.

Works with MCS clients to define a future state vision for the client experience, developing strategies and tactics aligned to that vision. Works with MCS clients to understand/define/refine the customer segments and develop recommendations based on insight into client behaviors and requirements. Translates requirements into business rules that define how each type of interaction should be handled for each client segment. Analyzes the "voice of the customer" and behavioral information to understand why clients are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors. Designs client experiences that reflect the client's strategy and enhances satisfaction for the client. Translates high-level experience design into specific approaches which clients can apply to build upon their relationship.

This Position is 100% Remote; can work from anywhere

Qualifications
Bachelor's degree in business administration, information management, or management with 10 years of experience in business, information systems, client experience strategy, business strategy and departmental planning.

Additional qualifications
Master's degree with 8 years of experience in business strategy, information systems, client experience strategy, and departmental planning preferred. Demonstrated success in implementing and developing business process and solutions to support growth and customer satisfaction and in analyzing customer experience/strategy. Comfortable with ambiguity in a fast-paced environment. Strong communication skills. Effective working at all levels of the organization, including clinical operations managers, business managers, lab management, information management professionals and senior leadership. Willing to participate in client experience and/or industry events to promote the Mayo Clinic/MML brand.

License or certification
CBAP, CCBA, or PMI-PBA certification preferred.

Exemption status
Exempt

Compensation Detail
$121,700.80 - $176,446.40 / year

Benefits eligible
Yes

Schedule
Full Time

Hours / Pay period
80

Schedule details
Monday-Friday Day Shift

Estimated Travel 5%

This Position is 100% Remote; can work from anywhere

Weekend schedule
As needed for possible meetings or conferences.

Remote
Yes

International Assignment
No

Site description
Mayo Clinic is located in the heart of downtown Rochester, Minnesota, a vibrant, friendly city that provides a highly livable environment for more than 34,000 Mayo staff and students. The city is consistently ranked among the best places to live in the United States because of its affordable cost of living, healthy lifestyle, excellent school systems and exceptionally high quality of life.

Recruiter
Lynnette Fleshman

EOE
As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.

Keywords: Mayo Clinic, Rochester , Manager Client Experience - Remote, Executive , Rochester, Minnesota

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