GEHA (Government Employees Health Association, Inc., pronounced G.E.H.A.) is a nonprofit member association that provides medical and dental benefits to more than two million federal employees and retirees, military retirees and their families. We celebrate diversity and are committed to creating an inclusive environment for all employees.
GEHA has one mission: To empower federal workers to be healthy and well.
Offering one of the largest medical and dental benefit provider networks available to federal employees in the United States, GEHA empowers health and wellness by meeting its members where they are, when they need care. We serve our members with products they value and a personalized customer experience, sustained by a nimble and efficient organization.
Member Experience and Persistency are key strategic priorities for GEHA as expressions of our brand promise. As part of executing this strategy, the Customer Experience (CX) and Retention team is dedicated to understanding and improving the GEHA member experience to design and deliver programs that improve member engagement, satisfaction and – ultimately – persistency. This team facilitates GEHA’s ongoing effort of continuously evolving as a member-focused organization, keeping the customer at the center of strategic decisions, and fostering CX-leading practices throughout the organization.
The Director, Member Experience & Retention will report to the Vice-President of CX, Retention and Corporate Communications. The Director will define opportunities for initiatives within key consumer journeys and accelerate GEHA’s member engagement strategy, programs, and solutions. This role is for an innovative thinker who is enthusiastic about translating data and insights into actionable solutions with member impact. They are someone who enjoys the challenge of championing a member-centric, innovative culture within a healthcare organization
SKILLS
Responsibilities
Lead CX efforts, to develop and deploy GEHA’s CX initiatives that drive member satisfaction, engagement, and retention. This includes leading a team of CX professionals including all facets of people performance management, hiring and engagement.
Bring the voice of the customer to audiences at all levels within GEHA, maturing core member experience assets and capabilities (including CX principles, customer insight strategy, CX design and rapid prototyping)
Prioritize opportunities to improve member experience, engaging in a collaborative manner across the enterprise. Bring transparency to our performance across the member journey/touchpoints and increase the ability to deliver our brand promise.
Prioritization, design and deliver member experience programs – in collaboration with other enterprise functions – that improve member persistency and satisfaction.
Oversee the engagement of internal business partners in isolating pain points and rapidly designing actionable solutions with member impact, leveraging core member experience assets and capabilities in support of GEHA’s strategy to attract and retain members.
Define member segmentation and cohorts needs and behaviors in partnership with performance marketing, product development, clinical, and data & analytics teams by analyzing member data, engagement, and healthcare utilization.
Lead special strategic projects to accelerate customer understanding, solution design, and rapid prototyping to generate new insights and rapid impact.
Over time, perform and lead all responsibilities associated with people management – hiring, performance expectations, performance reviews, coaching, communication including leading in a way that drives elevated levels of engagement and overall results.
Requirements: Education & experience
Bachelor’s degree in business, healthcare, marketing, or related field, additional relevant experience may be considered in lieu of education.
10+ years of related CX experience that includes 5+ years leading programs and people management experience.
Ability to lead an integrated CX program, working with both internal and external stakeholders.
Experience with and clear understanding of the use of design thinking principles and journey maps to identify and prioritize CX initiatives.
Healthcare payer industry experience or experience in tangential healthcare industries.
Demonstrated understanding of NPS, CSAT, CAHPS and management of programs to improve these key metrics.
Experience applying data analysis to generate actionable insights and opportunities to optimize the member experience.
Effective communication and presentation skills with the ability to craft impactful presentations that tell a cohesive story based on strategy, insights, and data.
Requires a proven record of meeting commitments and achieving goals through the encouragement, guidance and influencing of others.
Proven leadership skills (both team building and the ability to lead cross-functional teams)
This is not an IT role; candidates must have business CX experience to be considered.
Preferred
Master’s degree in business, healthcare, or another related field
Experience with Voice of the Customer technology
Certifications in design thinking or journey mapping
Work-at-home requirements
- Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.
- A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.
- Latency (ping) response time lower than 80 ms
- Hotspots, satellite and wireless internet service is NOT allowed for this role.
- A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
How we value you
- Competitive pay/salary ranges
- Incentive plan
- Health/Vision/Dental benefits effective day one
- 401(k) retirement plan: company match – dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution
- Robust employee well-being program
- Paid Time Off
- Personal Community Enrichment Time
- Company-provided Basic Life and AD&D
- Company-provided Short-Term & Long-Term Disability
- Tuition Assistance Program
Please note that the salary information is a general guideline only. GEHA considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.
The annual base salary range for this position is $141,349 - $199,251 USD.
GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. We are committed to creating an inclusive environment for all employees. Our diversity drives innovation deepens connections and strengthens our organization.
GEHA is headquartered in Lee's Summit, Missouri, in the Kansas City area. We recognize the importance of balance and flexibility and offer hybrid and work-from-home options for many of our roles.
