Sr. Manager- Healthcare Customer Strategy- Remote Eligible

Profile

Best Buy

Role Summary:

The Sr. Manager of Healthcare Customer Strategy reports to the Director of Healthcare Customer Strategy, who is responsible for partnering with our Strategic Health Office leadership team and Health Categories at Best Buy to advocate for humans – customers and employees. The Sr. Manager will collaborate with cross-functional teams to create and enable a subset of customer-led strategies within the Health strategy portfolio. This individual consults and guides teams as they discover, plan, implement, monitor, and iterate customer and employee experience improvements across the end-to-end journey, incorporating human centered design. The individual in this role will collaborate with cross-functional teams through all phases of an initiative to ensure what is delivered is aligned with the strategic intent/vision.

Best Buy’s culture is inclusive. We reflect our customer base and the population of the communities in which we serve. At Best Buy, we include people from all backgrounds and identities, and we’ll maintain open communication about our goals, opportunities and challenges.

Our Inclusion and Diversity outcome is to foster an inclusive culture that embraces our differences and provides employees an environment where they can bring their whole selves to work.

At Best Buy, we are obsessed with building long term relationships with our customers. Every team member should feel empowered to deliver a world-class and unique experience based on what each customer needs.

Key Responsibilities:

1. Be the voice of the customer and employee Develop customer and employee-led strategies with Strategic Health Office leaders and cross functional teams by understanding what customers and employees want/need, what experience they expect, and how they want to feel when they interact with Best Buy

Lead with a digital first mindset to influence the strategic direction based on consumer behavior

Coach and use Human Centered Design principles to enable business leaders to develop customer obsessed strategies. Ask questions, challenge assumptions, partner with business, channel and capability teams to build enthusiasm and buy-in for the creation of an outstanding and memorable customer and employee experience

Look at journeys holistically across channels and go deep to understand how to facilitate, organize the work to get the needed inputs and artifacts for decision making

Apply experience objectives and NorthStar visions for how customers and employees interact with technology and humans for the best experience

Offer customer led perspective based on continual customer and employee feedback loops and new insights and trends (e.g. CX industry, healthcare, technology, consumer’s behavior)

Lead in a fast-paced, innovative, and changing or ambiguous environment with an objective of testing, learning and iterating to continually experiences and business outcomes

2. Collaborate across the Customer Office to bring strategies to life Develop project charter with clear problem statements and outcomes to be achieved

Navigates to secure resources based on needs

Work with a squad from the Customer Office inclusive of researchers and experience designers to design customer journeys and experiences

Leverage insights from Customer Office and partners to anticipate customer needs, motivations and expectations

Partner with Experience Design team leadership and project management to ensure best-in-class work is delivered on time, on budget, and to the highest levels of client satisfaction

Communicate/translate vision, findings and recommendations into well-developed written narratives, presentations, and other deliverables as needed

Cross-functionally lead by learning from others, teaching HCD principles and, anticipating / addressing challenges, all while being viewed as a strong partner and collaborator

Facilitate quick time experience workshops, as needed, leveraging human centered design skills

Experience:

6 years in healthcare industry

6 years working knowledge with customer experience or human/user-centered design thinking (e.g. customer empathy building, curiosity, experience maps, etc.)

6 years working collaboratively with customers and cross-functional team members

6 years facilitation experience especially with senior leaders

Company info

Best Buy
Website : http://www.bestbuy.com