Senior Customer Experience Liaison

| Chicago

The liaison role will be a key member of our benefits service delivery team spanning across our service center and client services team. The role will be a key driver in representing the voice of the customer across all service towers. The ideal candidate will have deep core HW knowledge and an equally matching expertise in service center delivery operations. Exceptional communication skills and ability to navigate and influence change across a highly matrixed organization is a must. Ability to work and thrive in a high growth and rapid change environment is key!

Fundamental Components:

-Educating Client Services on Service Center process/procedures/expectations 
-Identify and drive service delivery process improvements 
-Represent the voice of the customer in every interaction across our delivery teams 
-Educating Service team members on client expectations, commitments, SLAs, PGs, etc. 
-Educate and drive to standard core service delivery model 
-Participating in internal and external client meetings as needed 
-Researching trends to identify root cause and work with Service Center and/or CS team on strategy and solution(s) 
-Analyzing data and trends to drive change 
-Identify opportunities for process and technology enhanced solutions 
-Drive domain expertise across the service center 
-Coach and mentor service center Personnel 
-Work directly with service Senter Operations Leader and COE lead to improve employee and client experience 
-Assist with development of CSR training materials and modifying CS and Service Center workflows revision of portal instructions/text for better clarification, etc. 
-Monitor client SLAs / PGs to ensure bswift meets contractual obligation 
-Assist CS team and Client to understand SLA reporting results Client OE Planning (i.e., communications, timelines, training, staffing, overall delivery) 
-Support Service Center supervisor in client implementations and training 
-Coaching and auditing others work
-Support new prospective client meetings
-Manage 5 to 10 client alignment

BACKGROUND/EXPERIENCE desired:

-Results driven leader with 5 years experience in benefits administration, client delivery and implementations, people management, training and service center operations.

EDUCATION

The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.

ADDITIONAL JOB INFORMATION

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Read Full Job Description

Location

10 S Riverside Plaza, Suite 1100, Chicago, IL 60606
10 S Riverside Plaza, Suite 1100, Chicago, IL 60606

What are bswift Perks + Benefits

Health Insurance & Wellness Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Vacation & Time Off Benefits
Paid Volunteer Time
Perks & Discounts
Commuter Benefits
Professional Development Benefits
Tuition Reimbursement

Additional Perks + Benefits

The following programs, activities, and amenities are available to employees at bswift: complimentary fresh fruit, on-site flu shots, massages during open enrollment season, walking treadmill desk, foosball and ping-pong tables, casual attire, zen room for relaxation and nursing mothers, full week of employee appreciation, and proximity to public transportation • Healthy lifestyle incentive programs - This incentive program is offered to all eligible employees. You can earn up to $500 for healthy eating, physical activity and other healthy behaviors. Family members can also earn incentives • During your first 3 years at bswift, you receive the equivalent of 18 days off per year. The longer you work at bswift, the more time you accrue per month. Company holidays, jury duty, military leave, bereavement and community service time are in addition to your paid time off • You can purchase company stock at a discount through a payroll deduction.

More Jobs at bswift24 open jobs
All Jobs
Finance
Data + Analytics
Dev + Engineer
Operations
Project Mgmt
Data + Analytics
new
bswift
Data + Analytics
new
bswift
Project Mgmt
new
bswift
Developer
new
bswift
Developer
new
bswift
Operations
new
bswift
Project Mgmt
new
bswift
Operations
new
bswift
Developer
new
bswift
Developer
new
bswift
Developer
new
bswift
Operations
new
bswift