Customer Experience Architect Principal - Remote

At Prime Therapeutics (Prime), we are a different kind of PBM, with a purpose beyond profits and a unique ability to connect care for those we serve. Looking for a purpose-driven career? Come build the future of pharmacy with us.

The Customer Experience Architect acts as the voice of Prime’s customers and helps teams think about and design experiences that solve customer problems and help them achieve their goals. This position is responsible for influencing every way customers interact with Prime Therapeutics, for multiple customer types (members, clients, health care professionals, and other stakeholders), working in all channels (digital, contact center, mail, text, social media, etc.), and considering people, processes, information, and technology in customers’ end-to-end experiences. This role is also responsible for developing Customer Experience strategies and partnering with other teams and leaders to effectively share findings, recommendations, design requirements, and success measures. This position is responsible for engaging, energizing, and enabling Prime employees to think about customers as the central focus of our business.

Responsibilities

• Identify high-impact customer experiences for Prime to deliver on, and define the future state using methods, tools, and deliverables that emphasize superior, end-to-end experiences
• Help teams empathize with customers by leading analysis of what people see, think, feel, and do at key points in their journeys; work with leaders to develop and track metrics to measure Customer Experience, and reveal gaps
• Help teams make ideas visible through collaborative brainstorming, sketching, and discussions
• Contribute to solution definition and requirements using persona-based journey maps, scenarios, process flows, service blueprints, and other tools/methods
• Influence senior leaders and key decision makers to drive strategic initiatives into all facets of the business (i.e. product development, clinical, operations, sales, etc.), and ultimately, to deliver customer-facing solutions
• Contribute to a multi-year Customer Experience roadmap and keep an eye on market changes, new technologies, and changing customer needs
• Listen to our customers and leverage Customer Insights studies to identify experience improvements and innovation to meet current and possible future explicit, implicit, and latent needs
• Influence design of interactions across all channels by building relationships, connecting people, and collecting insight across teams and office locations to develop holistic solutions
• Engage employees and lead culture change to align Prime employee behaviors to Customer Experience principles
• Other duties as assigned

Minimum Qualifications

• Bachelor’s Degree in user experience design, psychology, business, research, or marketing, or equivalent combination of education and/or relevant work experience; HS diploma or GED is required

• 7 years of work experience in Account Management, Strategic Marketing, Customer Insights, and/or Customer Experience across more than one customer interaction channel (e.g. digital, contact center, mail, text, social media, etc.)

Must be eligible to work in the United States without the need for work visa or residency sponsorship

Additional Qualifications

• An active listener and experienced facilitator who can use various methods to run constructive design discussions
• Experience in human-centered research techniques, including ethnography and other discovery methods to understand and clearly convey people’s needs, goals, mental models, and behavior patterns
• Passion for human-centered design as a way of helping people, and experience leading Design Thinking processes
• Curiosity to dig several layers deep into data, and have an innate desire to understand key drivers
• Strong business and strategic acumen, with evidence of achieving results in complex settings
• Ability to prioritize and make tradeoffs between customer experience impact and other variables (e.g. cost)
• Familiarity with project management and reporting methods
• Strong ability to influence in a way that leads to collaboration and alignment
• Demonstrated visual design skills

Preferred Qualifications

• Experience in healthcare, Pharmacy Benefits Management, or other highly regulated industry
• Experience developing business case analyses
• MBA or other related advanced degree
• Proficient in Microsoft Office software with strong PowerPoint skills

Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their job, and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures

Every employee must be able to perform the essential functions of the job and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions, absent undue hardship. In addition, Prime retains the right to change or assign other duties to this job.

To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page and click on the "Benefits at a glance" button for more detail (https://www.primetherapeutics.com/benefits).

Prime Therapeutics LLC is proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex (including pregnancy), national origin, disability, age, veteran status, or any other legally protected class under federal, state, or local law.  

We welcome people of different backgrounds, experiences, abilities, and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

Prime Therapeutics LLC is a Tobacco-Free Workplace employer.

Positions will be posted for a minimum of five consecutive workdays.