CX Customer Experience Product Marketing Director

At Anthem, Inc., we believe that our health connects us all. So we focus on being a valued health partner and delivering quality products and services that give members access to the care they need. With more than 67 million people served by our affiliated companies including approximately 37 million enrolled in our family of health plans, we can make a real difference to meet the needs of our diverse customers.

As part of the new Anthem Consumer Experience Team, the CX Director will be accountable for determining which consumer experiences matter the most to consumers by using voice of the customer data and consumer insights to identify the pain points as well as experiences that delight the customer. Additional accountabilities include: mapping the current experience, creating journey maps of the future experiences and defining and designing the future state concepts using human centered design principles. This role will work very closely with our consumer insights team as well as our experience delivery partners (digital, marketing, customer service). This individual should be familiar with personas, touchpoints, NPS and journey mapping.

* Use Voice of the Customer data to identify which consumer experiences matter the most and identify abrasion points as well as experiences that delight the customer. Provides guidance for Voice of the Customer, experience design, and measurement work-streams that impact the consumer experience * Defines and designs the future experiences using human centered design principles, articulating how the future experience will change through verbal descriptions and creative narratives. Looks to other industries when designing experiences. * Engages Anthem stakeholders and external experts to frame and define the future consumer experiences. * Act as lead for developing the vision for specific consumer experiences * Provides leadership to projects that are cross-organizational in nature. * Identifies opportunities to coordinate across the business more effectively to deliver an ideal experience * Evaluates strategic options in the context of the corporate strategic direction, financial targets, and market context. *Helps evaluate; re-evaluate ongoing initiatives * Provides expertise as it relates to the redesign of consumer experiences, ensuring the Voice of the Consumer and synthesis of findings is used as guidepost * Develops consumer experience designs and creative narratives

* Consumer centric background * Strong CX design and/or how to appraise work from design partners * Strategic thinking skills with a broad & deep understanding of the consumer attitudes, behaviors, trends, and methodologies for developing optimized experiences, and the ability to develop and execute logical analysis to drive toward key decisions * Strong visualizer experienced at working collaboratively to take ideas from concept, drafting and final design able to produce clear and compelling visual journeys * 2 years of experience of mapping/designing journeys (ideally customer journeys e.g., retail, CPG) or any combination of education and experience, which would provide an equivalent background * Experience of running workshops and have the confidence to lead them * Strong communication skills * Strong influencing skills * MBA preferred