Position Purpose:Responsible to create innovative product experiences that resonate with customers, contribute to driving the Capability specific strategy through excellence. Collaborate with cross-functional teams, align Customer Experience (CX) strategies with company values, prioritize digital channels, and manage and drive change. Promote adoption of new processes, and monitor risks associated with customer service and or care projects. Manage and monitor the product portfolio content and report on progress made. Supporting operational delivery and change management within the specific product portfolio, driving project delivery through prioritising backlogs and directing the project team members.Experience:10 years' experience including: Extensive leadership experience, Health Industry, Managed Healthcare (for Care Capabilities), Customer Servicing and Contact Centre Management, design thinking, Quality Assurance, Reporting and Trending, Strategic thinking and planning, Budget Management, Product Management.Qualifications:MBChB or BPharmAccountabilities:Continuous improvementUnderstand interdependence of different systems and processes in area of specialisation and department.Provide specialist input into efficiency, compliance and quality objectives for relevant area.Identify problems and develop and propose solutions to present to appropriate leader or stakeholders.Cost containmentSupport the identification, implementation and development of cost-effective processes to increase efficiency and reduce cost drivers.Continuously review cost / benefit and ROI.Drive customer-centricityMaintain a high level of inter-departmental understanding in order to deliver on professional excellence.Continuously increase understanding of client and stakeholder needs, satisfaction and service delivery.Knowledge managementEnsure that adequate knowledge, regarding area of expertise, is shared as required and maintained within the research library.Provide advice and/or training as required.Maintain and develop specialist knowledge.Maintain expertise levelBe a member of and make regular contributions to professional bodies, including publication of articles and research findings.Ensure CPD (continual professional development) or similar accreditation requirements are met annually to ensure maintained specialist accreditation.Network key relationshipsBuild and maintain an established network of internal (peers and executives) and external expert resources and partners.Represent the brand in professional networks.Specialist support to projectsOwn Specialist knowledge in projects, when required.Conform to project management disciplines when participating in projects.Represent department or project on appropriate governance committees.Position Specific Outputs:Engage and collaborate with all internal and external stakeholders to achieve the Disease Management, aPMB and Chronic Medicine Management strategic objectives.Review and enhance all communications via all media sources.Consider and review internal and external proposals received and make benefit design enhancement and product enhancement proposals.Competency Requirements:Attribute: Excellent interpersonal skillsKnowledge: Health legislation and regulatory, Health Care Industry, Business systems knowledgeSkill: Coaching skills, Computer Technology Skills, Mechanical Thinking, Interpretation and analysis of data visualization, Active Listening skills, Attention to detail, Sound judgment and decision-making skills, Analytical skills, Project Management, Systems thinking, Problem solving and decision-making skills.
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