Stakeholder Experience Advisor

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

📋 Description

• Oversee the mapping of current-state and future-state journeys across stakeholder experiences.

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

• Convert journey insights into prioritized opportunities that enhance services, processes, and stakeholder outcomes.

• Establish metrics that link experience results to business objectives.

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

• Develop business narratives, recommendations, dashboards, scorecards, and materials suitable for executive presentation.

• Provide guidance and facilitate collaboration among cross-functional leaders to set priorities, create action plans, and assess measurable improvements.

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

• Manage survey platforms, deployment processes, participant identification, reporting workflows, and listening infrastructure.

• Assist in continuity, testing, quality assurance, troubleshooting, and implementation efforts.

• Adapt to various lines of business and stakeholder groups while developing scalable listening and experience intelligence capabilities.

⛳️ Requirements

• A minimum of 5 years of 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 area.

• Proven experience in utilizing qualitative and quantitative data to derive insights and suggest actionable steps.

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

• Experience in leading 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 at various organizational levels.

• Capacity 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.

• Previous experience in leading journey mapping, service design, or moments-that-matter initiatives is preferred.

• Familiarity with Tableau, Power BI, Power Platform, or similar reporting and analytics tools is preferred.

• Experience in supporting healthcare, behavioral health, service operations, or customer experience programs is preferred.

• Background in developing executive presentations and business recommendations is preferred.

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

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Medical insurance coverage.

• Vision insurance coverage.

• Dental insurance coverage.

• Access to well-being and behavioral health programs.

• 401(k) retirement plan.

• Company-paid life insurance.

• Tuition reimbursement opportunities.

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

• Paid holidays.

• Leaves of absence provided.

• Options for remote work or home-based arrangements.