Senior Customer Experience Specialist

Job Summary

The Customer Experience (CX) function identifies high-value opportunities to make health care easier, more relevant and more actionable for customers. The Senior CX Specialist advances this work by serving as both a strategist and hands-on executor for Next Best Actions (NBAs), personalized journeys and nudges rooted in behavioral science and timely data that help members take meaningful action. This role translates customer insights, business priorities and data into highly targeted, measurable campaigns delivered at the right moment through the right channel. Working across market segments and in partnership with marketing, analytics, technology, product, operations, clinical and business teams, the Senior CX Specialist leads work from opportunity identification and journey strategy through audience design, campaign development, testing, launch, measurement and optimization. The role also supports the lifecycle of digital tools and connected online-to-offline experiences, ensuring that personalized engagement improves customer outcomes, reduces friction and creates measurable customer and business value.

Essential Functions

- Develops and advances the vision, strategy, roadmap and measurable goals for assigned Next Best Action, personalized engagement and digital experience initiatives in alignment with the broader customer experience and transformation strategies.
- Identifies and prioritizes high-value customer moments where targeted interventions can reduce friction, improve understanding, encourage healthy or beneficial actions and strengthen engagement.
- Translates customer insights, journey data, behavioral signals and business objectives into actionable campaign strategies, audience definitions, eligibility criteria, contact rules and personalized experiences.
- Applies behavioral science principles to design nudges that make the desired action clear, timely and easier to complete, including thoughtful use of framing, simplification, defaults, social proof, salience, reminders and other evidence-based techniques.
- Leads hands-on execution of highly targeted and personalized campaigns, including development of briefs, journey logic, content requirements, calls to action, channel plans, test designs, implementation requirements and launch-readiness plans.
- Partners with marketing, creative and channel teams to deliver relevant messages across email, SMS, direct mail, web, portal, outbound calling and other available channels while maintaining a coordinated customer experience.
- Serves as product owner or strategic lead for assigned capabilities and experiences, prioritizing work that optimizes customer outcomes, business value and speed to impact.
- Works with analytics and data partners to define target populations, personalization attributes, suppression logic, control groups, success measures and reporting needed to evaluate campaign effectiveness.
- Establishes test-and-learn plans, monitors performance and customer response, and uses results to optimize content, timing, targeting, cadence, channel mix and journey design.
- Defines and tracks outcomes such as action completion, engagement, conversion, behavior change, customer effort, experience measures, cost avoidance and other relevant customer and business metrics.
- Guides the translation of customer and business needs into technology requirements, decision logic, data needs, implementation plans and scalable NBA capabilities.
- Works through delivery barriers, dependencies and operational constraints, adapting plans as needed while protecting customer value, compliance and time-to-impact.
- Builds highly collaborative processes across business, technology, analytics, marketing, operations, clinical partners and end users to move work from discovery through launch and continuous improvement.
- Documents and communicates complex strategies, campaign logic, performance insights, recommendations and decisions in clear, consumable ways for varied stakeholder and leadership audiences.
- Monitors and supports the full lifecycle of campaigns, products and services—from discovery and prioritization through implementation, operationalization, measurement and ongoing optimization.

Qualifications

Required

- Bachelor's Degree or equivalent in healthcare administration, social sciences, business administration or related field
- 5 years of relevant experience Managing the end-to-end lifecycle of digital-first experiences – designed to engage and empower end users

Preferred

- Master's Degree or equivalent in healthcare administration, social sciences, business administration or related field
- Master's degree or equivalent experience in behavioral science, marketing, healthcare administration, social sciences, business administration or a related field.
- Bachelor's degree or equivalent experience in marketing, behavioral science, psychology, healthcare administration, social sciences, business administration, customer experience or a related field.
- Five years of relevant experience developing and executing customer engagement, lifecycle marketing, Next Best Action, personalized campaign, digital product or customer experience strategies.
- Demonstrated experience translating customer insights and data into targeted audiences, personalized journeys, campaign requirements and measurable interventions.
- Experience leading cross-functional work from strategy through execution, launch, measurement and optimization.
- Working knowledge of behavioral science, experimentation, journey orchestration, segmentation and campaign performance measurement.
- Strong strategic thinking, written communication, stakeholder management and project leadership skills, with the ability to move between enterprise strategy and detailed execution.
- Experience with NBA decisioning, customer data platforms, marketing automation, journey orchestration or campaign management platforms.
- Experience in health care, health insurance or another highly regulated industry.
- Experience designing controlled tests or experiments and using quantitative and qualitative insights to improve behavior-change interventions.
- Experience delivering personalized, omnichannel campaigns at scale and partnering with analytics, creative, technology, compliance and operational teams.

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

- Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here (https://careers.corewellhealth.org/us/en/benefits-new).
- On-demand pay program powered by Payactiv
- Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
- Optional identity theft protection, home and auto insurance
- Traditional and Roth retirement options with service contribution and match savings
- Eligibility for benefits is determined by employment type and status

Primary Location
SITE - Priority Health - 1241 E BeltlineAve NE - Grand Rapids

Department Name
Customer Experience and Insights - PH Managed Benefits

Employment Type
Full time

Shift
Day (United States of America)

Weekly Scheduled Hours
40

Hours of Work
8 a.m. to 5 p.m.

Days Worked
Monday to Friday

Weekend Frequency
N/A

CURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.