Stakeholder Experience Advisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the mapping of current and future stakeholder experiences through journey mapping.

• Identify critical moments, pain points, operational challenges, handoff issues, and ownership gaps.

• Convert journey insights into prioritized opportunities for enhancing service, processes, and stakeholder outcomes.

• Establish metrics that link experience results to business objectives.

• Combine surveys, complaints, escalations, audits, operational metrics, and other feedback channels to uncover themes, root causes, emerging risks, and areas for improvement.

• Develop business narratives, recommendations, dashboards, scorecards, and materials suited for executive audiences.

• Provide guidance and facilitate cross-functional leaders in prioritizing initiatives, crafting action plans, and assessing measurable enhancements.

• Enhance experience management frameworks, taxonomies, standards, measurement strategies, governance, action tracking, and ongoing improvement practices.

• Stay updated on survey platforms, deployment processes, participant identification, reporting workflows, and feedback infrastructure.

• Assist with continuity, testing, quality assurance, troubleshooting, and implementation tasks.

• Adapt to varying priorities across different business lines and stakeholder groups.

• Develop scalable listening and experience intelligence capabilities.

⛳️ Requirements

• A minimum of 5 years' experience in customer or stakeholder experience, experience management, journey mapping, service design, business consulting, experience analytics, operational excellence, healthcare operations, behavioral health operations, or a related domain.

• Proven ability to utilize qualitative and quantitative data to derive insights and suggest actionable recommendations.

• Familiarity with survey methods, voice-of-customer initiatives, stakeholder listening practices, and experience measurement techniques.

• Experience in facilitating meetings, workshops, or stakeholder discussions and influencing outcomes without direct authority.

• Excellent written and verbal communication skills, including the ability to clearly articulate complex findings to leaders across various organizational levels.

• Capability to connect stakeholder needs, processes, systems, and business outcomes through systems thinking and analytical problem-solving.

• A Bachelor's degree or equivalent professional experience is preferred.

• Experience in leading journey mapping, service design, or moments-that-matter projects.

• Proficiency with Tableau, Power BI, Power Platform, or other similar reporting and analytics tools.

• Experience in supporting healthcare, behavioral health, service operations, or customer experience initiatives.

• Competence in developing executive presentations and business recommendations.

• For remote work, a cable broadband or fiber optic internet service with a minimum of 10Mbps download and 5Mbps upload is required.

🏝️ Benefits

• Medical, vision, and dental benefits commencing from day one.

• Well-being and behavioral health programs available from day one.

• 401(k) plan.

• Company-sponsored life insurance.

• Tuition reimbursement.

• A minimum of 18 days of paid time off annually.

• Paid holidays.

• Leaves of absence.

• Eligibility for an annual bonus plan.

• Remote work arrangement.

• Cable broadband or fiber optic internet requirement for home working.