Patient Customer Experience Manager

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members at more than 1,300 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and AZPetVet. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

We have an exciting opportunity to join our Marketing organization as a Patient Experience Manager. The role will report into the TAG Consumer Insights Center of Excellence, supporting all five existing brands.

The ideal candidate will have demonstrated the ability to:

• Optimize and oversee an enterprise-wide Customer Experience program
• Leverage the Qualtrics XM platform to design and deliver actionable insights from patient/customer feedback merged with operational and other relevant data
• Be an advocate for the Customer Experience, and partner with internal operations/field and other internal teams to broadly socialize guidance on how to drive enhanced Customer Experiences

Responsibilities:

• Independently manage Aspen Dental and other TAG brand Customer Experience tracking programs to measure and track successes and deliver actionable opportunities for improvement
• Develop comprehensive reporting (e.g. dashboards and custom PPT’s) for all TAG brands and unique Customer Experience tracking programs
• Foster existing relationships with colleagues across the organization (including HR/L&D, Operations, Finance, Customer Service and Product) to understand business needs and align on business objectives
• Identify and partner with appropriate IT or other internal colleagues to ensure source data feeding into PX/CX programs are accurate, driving confidence and actionability of recurring reporting
• Ideate and explore new, innovative ways to visualize and report on PX/CX results to drive enterprise-wide understanding of the true Voice of the Customer
• Synthesize disparate sources of patient/customer feedback, operational and organizational data to uncover insights which drive enhanced understanding of customer/patient behavior

Qualifications:

• Education Level: Bachelor’s degree required
• Experience Level: 5+ years relevant professional experience in Market Research or Insights function
• Experience working on highly visible, highly impactful cross-functional projects
• Advanced experience with Qualtrics’ XM platform required
• Must be intellectually curious, inquisitive, thoughtful, patient and a good listener
• Strong organizational skills and ability to multi-task several complex projects with the flexibility to be proactive in a fast paced environment
• Solid interpersonal skills with an ability to collaborate across functional areas
• Resourceful and motivated self-starter
• Analytical & Word Processing skills: Must demonstrate advanced command of MS Office applications (Excel, PowerPoint, Word)
• Clear and concise presentation & communication skills
• Ability to travel as necessary (~5%)

Salary: $101-125k with bonus opportunity If you are an applicant residing in California, please view our privacy policy here: https://careers.aspendental.com/us/en/tag-privacy-policy-for-california-employees