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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.

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Location

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

What are bswift Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
A flexible spending account lets you set aside pretax dollars to help pay for certain types of health care and/or dependent care expenses.
Dental Benefits
Choose between a dental maintenance organization plan and preferred provider organization plan. Both cover certain preventive care services at 100%. They also offer coverage for basic services.
Vision Benefits
You can enroll in a separate vision plan. It covers eyeglasses and contact lenses. Preventive vision exams are covered through the Aetna medical plan.
Health Insurance Benefits
You can choose from three types of medical plans: a health savings account, a health reimbursement arrangement or a hybrid health plan. Certain preventive care services are covered at 100 percent when
Life Insurance
All employees get term life insurance and business travel accident insurance at no added cost. You have the option to buy: Supplemental term life insurance Accidental death and personal loss insura
Wellness Programs
Our employee wellness program offers services such as wellness campaigns, weight-management programs and educational seminars.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
You can save a percentage of your pay in the 401(k) plan, on a pretax and/or Roth after-tax basis. You may participate in the 401(k) plan immediately following your hire.
401(K) Matching
We match a portion of your contribution. You can invest your contributions among various options offered in the plan.
Company Equity
You can purchase Aetna stock at a discount through a payroll deduction. In order to participate, eligible employees must enroll during the enrollment period announced by Aetna.
Vacation & Time Off Benefits
Generous PTO
During your first 3 years at Aetna, you receive the equivalent of 18 days off per year. The longer you work at Aetna, the more time you accrue per month.
Paid Volunteer Time
One of our values is to improve the quality of life in communities through employee volunteerism.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
We encourage professional development. That's why we provide financial support for continuing education. This program covers a portion of tuition and registration fees for a college course.

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.

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