Director, Prospect Experience & Data

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18 days old

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The range for this role is $116,000 - $167,500

Actual base pay will be determined based on a successful candidate's work location, skills/abilities, experience, and education. This role includes opportunity to receive an annual bonus target of 15% of annual eligible earnings. Actual bonus amounts are determined by length of time in role, individual performance, and organizational performance.

Interested candidates must be willing and able to work onsite full-time in either our Melbourne, FL or Orlando, FL office.  

The Mission

At Christian Care Ministry we believe that Christians can, and should, share in one another’s burdens. Through the use of Medi-Share®, a healthcare sharing ministry for Christians, we cultivate that belief.

The Team

Everyone at Christian Care Ministry is in agreement with our Statement of Faith, which outlines our core beliefs. Although we aren’t perfect people, we are serving our perfect God to the best of our ability.

The Job

The Director, Prospect Experience & Data will direct activities that assess and improve prospect journey and drive improved performance through the following areas:  1) Data analytics/insight; 2) Business Case Analysis (BCA) creation/support; 3) Defining, driving, and implementing an improved prospect/new member experience strategy within the Sales and Marketing departments.  Assist leadership on what is needed to drive change, drive project management of solutions initiatives, coordinate and draft communications and presentations, and support special projects that require prospect (member) perspective; including technology that enables/impacts the prospect journey (e.g. Hub Spot, Salesforce). Provide strategic oversight and delivery of reporting/KPI establishment and measurement across the Sales and Marketing departments. Work with the Business Analytics department to create and automate reporting as needed to support overall strategy. The reach of this role will be across the organization where necessary to positively impact the prospect/new member journey, increasing insight into all Sales and Marketing functions to improve conversion of prospects (defined as a lead to a new joiner). Champion the defining, creating, and leading of the implementation and execution of innovative strategies that deliver a measurably improved prospect/new member experience.  Assist with setting the strategy and priorities for the Sales and Marketing teams in this area.

Essential Job Duties & Responsibilities

  • Assist with execution of prospect/new member experience strategy and vision for Sales/Marketing team; set clearly defined goals and the plans to achieve them; oversee their implementation and execution. Work collaboratively with the Member Experience Lead and other departments internally to deliver results.
  • Work cross-functionally to map key end-to-end prospect journeys, reimagining what an optimal experience feels like for customers and employees in a digital-only world, and build/execute on a roadmap of initiatives leading to best-in-class expertise
  • Assess the needs at each touchpoint in the prospect journey (response to marketing through first month share payment) while defining the experience required to ensure a seamless journey that will drive member adoption, utilization, and satisfaction with all CCM programs
  • Understand and interpret prospect/new member experience measurements and develop needs and use cases through a customer journey into business requirements that will deliver great new member experiences resulting in improved member and overall organization results (i.e. Member Net Promoter Score and sales conversions %), including key benchmarks and measures of success
  • Gain a first-hand understanding of how new members engage with the program across all touch points (prospect to new member onboarding) and draw conclusions to continually evolve, improve, and optimize new member engagement (who, what, and how of the journey)
  • Drive KPI measurement, reporting, and consistency. You will be the key liaison to Business Analytics to develop dashboards. Provide clarity via data for revenue/bottom-line results across channels. Command strategic ownership and oversight of reporting for Sales/Marketing department. Automate these functions wherever possible working with Business Analytics
  • Serve as part of the Marketing and Sales leadership team and report on key business and operational activities related to how we improve the overall prospect and new member experience while delivering on key KPI metrics
  • Introduce relevant and value-add prospect/new member engagement functionality, and leverage appropriate emerging innovations as part of the overall member experience
  • Participate in digital journey/transformation events; and identify, select, and incorporate innovative processes and programs into the CCM best practice approaches
  • Understand all technology being used in experience and determine ways to better leverage tools to improve experience and increase conversion
  • Understand the system for collecting, analyzing, and enabling action steps on the voice-of -customer feedback forums, member net promoter, relevant member pain points and exit member surveys in coordination with member experience, Business Analytics, and the sales/marketing teams to better support prospect/new member experience
  • Ensure member feedback collection methods are fully integrated with the member communications strategies to optimize feedback rate while minimizing duplication of touchpoints. Develop ways to improve online review scores
  • Build relationships and engage across the ministry to increase understanding of member needs, product functionality, and organizational capabilities and drive the issue resolution process and positive new member experience outcomes
  • Develop and operate the leveraging of all available data, applying analytics and workflow to quickly react to new member experiences and initiate action to maximize member enthusiasm and syndicated survey results while minimizing costs
  • Contribute to the exercise and expression of Christian Care Ministry’s Christian beliefs
  • All other duties as assigned

Essential Skills & Abilities

  • Ability to communicate effectively in written, oral, and digital formats
  • Knowledge of HubSpot, Salesforce, AI, Sales/Marketing processes
  • Knowledge of Verint, Speech Analytics a plus
  • Ability to leverage analytics and process improvement methodologies (Six Sigma, LEAN) to provide a data-driven approach to user and customer experience improvements
  • Experience with creating and using customer journey maps
  • Strong written and verbal communication history including the ability to articulate ideas clearly and concisely in a variety of settings, adjusting the message to suit the audience
  • Proven success in analytical and conceptual-thinking situations including solid financial management experience
  • Proven ability to motivate, inspire, and lead a growing team in an ever-changing business environment
  • Proven ability to successfully lead, collaborate cross-functionally to achieve business objectives
  • Ability to synthesize large quantities of information, create linkages, and express complex concepts in a concise and audience-relevant manner
  • Ability to think strategically, turning a long-term roadmap into reality
  • Advanced skill with Microsoft Office (Word, Excel, PowerPoint, Outlook)

Core Competencies/Demonstrable Behaviors

  • Member focus—Building strong member relationships and delivering member-centric solutions
  • Analytical thinker – Uses data to support decision making rather than acting on feedback alone
  • Collaborates—Building partnerships and working collaboratively with others to meet shared objectives
  • Cultivates innovation—Creating new and better ways for the organization to be successful
  • Balances stakeholders—Anticipating and balancing the needs of multiple stakeholders

Education and/or Experience

  • Bachelor’s degree in Business, Marketing, or related field required; Master’s degree preferred
  • 5-7 years’ progressive leadership experience with leading teams required
  • 8-10 years’ of experience in customer-centric roles required
  • Six Sigma, Lean, Agile, CX Certification, or PMP/other project management certification preferred

Supervisory Responsibilities

  • This job does not have supervisory responsibilities. However, building relationships/leading/influencing peers and leaders across ministry with influence will be key to success in this role.

Incentives & Benefits

We work hard to serve our Medi-Share Members, but know we can only do that if we invest in our employees professionally, financially, physically, socially, and spiritually. We purposefully invest in our employees so that our employees can invest in others.

For full-time employees working 30 hours or more, some of our benefits include, but are not limited to:

  • 100% paid Medical for employees/99% for family
  • Generous employer Health Savings Account (HSA) contributions
  • Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance
  • 6 weeks of paid parental leave (for both mom and dad)
  • Dental - two plans to choose from
  • Vision
  • Short-term Disability
  • Accident, Critical Illness, Hospital Indemnity
  • 401(k) – up to 4% match on ROTH or Traditional contributions
  • Generous paid-time off and 11 paid holidays
  • Wellness plan including Financial, Occupational, Mental/Spiritual, and Physical health incentives up to $50/mo 
  • Employee Assistance Program including no cost, in-person mental health visits and employee discounts
  • Monetary Anniversary Awards Program
  • Monetary Birthday Awards
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