Customer Experience Director (Hybrid)

Job Id
Job Location
Addison, TX
Employment Type
Full Time Regular
Health Care

Position Summary
The Customer Experience Director develops and drives the strategy and processes to deliver an exceptional experience to Concentra audiences and stakeholders. Reporting to the Chief Marketing and Innovation Officer, the position has primary responsibility for all components of customer experience strategy, including insight development, experience design, roadmap development, vendor engagement, solution implementation, and program analysis. Working closely with operations, customer support, information services, clinical, sales, and marketing, the Customer Experience Director will have extensive interaction and visibility throughout the organization.

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• Serve as primary subject matter expert (SME) on the development and implementation of CCaS (Contact Center as a Service) to enhance enterprise omnichannel capabilities

• Manage the research, development, launch and analysis of customer experience initiatives across Concentra and make recommendations on modifications/enhancements
• Collaborate with Concentra stakeholders on enterprise initiatives related to omnichannel engagement, such as development of communication channels and platforms
• Design, facilitate, and lead stakeholder interviews, surveys, and/or workshops to understand objectives, needs, challenges, and opportunities to develop vision and solutions within the context of the overall business and customer success strategy

• Develop and coordinate customer experience (CX) proof of concepts and pilots with associated project and measurement plans
• Serve as a CX subject matter expert on enterprise initiatives related to digital transformation, including assessments, initiatives, and road map development
• Guide discussion with senior leaders and internal SMEs in various functional areas to identify challenges and opportunities to deliver an optimal customer experience
• Identify and recommend improvements to workflows and technology to enable efficiencies in service delivery
• Lead development and incorporation of customer experience design thinking in all phases of product development, including ideation, build, and launch
• Facilitate design thinking exercises and create personas, journey maps, and other CX outputs which support informed and disciplined CX development
• Develop and influence cross-functional policies and processes that impact the Customer Experience, especially streamlining processes and interactions between the company and key audiences
• Support development of company-wide goals to improve customer experience to increase customer satisfaction and build brand loyalty.
• Generate insights from research and data which translate to actionable strategies and tactics
• Work closely with business intelligence, data analytics and functional areas to develop and refine measurement plan for customer experience delivery
• Monitor key experience trends and highlight key opportunities for the company
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Scope Measures
• Direct reports: No
• Indirect reports: No
• Budget responsibility: There is some budget responsibility and expenditure authority.

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• Bachelor’s degree in related field of study, such as Business, Marketing, Communications, or Experience Design from an accredited college or university or equivalent education and experience
• In lieu of undergraduate degree, the ratio is 1:1 meaning one year of college equals one year of work experience and vice versa
• Master's degree preferred
• Process improvement or change management training/certification preferred

Job-related Experience
• Customarily has at least 10 or more years of experience in roles with increasing accountability related to customer experience, such as UX/CX design, customer service, customer insights, omnichannel communications or related fields
• Customarily has at least 5 or more years of management or leadership experience
• Experience in rollout or business application of Contact Center as a Service (CCaaS) technology
• Demonstrated experience building consensus and changing culture to establish consistent customer experience approach and processes across channels and functional areas
• Experience working in an agile environment with teams building user-facing capabilities/features
• Experience at a Fortune 500 company and/or in a consulting capacity

Job-related Skills/Competencies
• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
• Comprehensive knowledge of customer service technology and processes
• Demonstrate technical acumen, especially related to digital technology and customer experience applications and systems
• Display creativity in developing solutions and designs while considering existing workflows and platforms
• Ability to independently judge, evaluate and develop resolutions for customer experience challenges
• Proven ability to translate data and research findings into meaningful, actionable insights
• Ability to develop and lead voice of the customer initiatives, including conducting in-depth interviews, focus groups, etc.
• Possess subject matter expertise with respect to customer experience trends and technology
• Highly collaborative, with ability to influence cross-functional teams without formal authority
• Demonstrated success in developing and launching new products and services
• Problem solving, including experience conducting root-cause analysis
• Responsive to leadership needs, with appropriate follow-up and professionalism
• Ability to quickly adapt to differing leadership styles across multiple functional areas and business units
• Ability to present complex technical and support issues and recommendations to internal and external stakeholders
• Familiarity with design thinking principles, methodologies, and support applications
• Excellent organizational, leadership and decision-making skills
• Strong verbal and written communications skills

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  • 401(k) with Employer Match
  • Medical/Vision/Prescription/Dental Plans
  • Life Insurance/Disability
  • Paid Time Off/Holidays
  • Colleague Referral Bonus Program   

This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management.


Concentra is an Equal Opportunity Employer, M/F/Disability/Veteran.

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