Consumer Experience Director, Retention

Location: Orange, California US

Notice

This position is no longer open.

Job Number: 1493

Workplace Type:

Position Title: Consumer Experience Director, Retention

External Description:

Alignment Healthcare is seeking a full-time Consumer Experience Director, Retention to join its Consumer Experience team. Based in Orange, CA, the Consumer Experience Director, Retention is focused on driving member retention and experience initiatives, which includes formulating insights and recommendations to senior leadership. Alignment Healthcare started with a promise to put the senior first. As a senior-centric health-focused organization, Alignment enables human intelligence to leverage advanced predictive technologies, creating opportunities for targeted, proactive care that delivers positive outcomes. We’ve built our organization with two guiding principles: First, we hire industry experts who are recognized as the best in their field. Second, we hire only people who are passionate about senior-centric care.

The Consumer Experience Director, Retention is someone who can develop and execute innovative consumer engagement and retention strategies in a collaborative and interdisciplinary environment. The incumbent will be accountable for delivering membership renewals and retention results by market. This role will formulate hypotheses with the team, perform data analysis, collate findings, and drive execution of recommendations in partnership with operations teams and vendor partners. As part of member retention, the incumbent will help support roll-out, launch, and program management of member retention initiatives. The Consumer Experience Director, Retention will partner with Clinical, Marketing, Sales, Member Services, Technology and other departments to formulate and execute plans to improve member retention and engagement.

General Duties/Responsibilities:

  • Formulate strategy for areas related to member engagement and retention.
  • Analyze and build member retention models to deliver insights on key drivers for plan disenrollment; build dashboards for ongoing member retention management.
  • Build and iterate on the Customer Lifetime Value model to hone in on investment opportunities for retention initiatives.
  • Develop member journey maps along with analysis on consumer types, behaviors, benefit usage and stickiness as well as measurable retention strategies by consumer type.
  • Drive member retention initiatives by leading interdisciplinary workgroups in analyzing, planning, and implementing programs. Effectively facilitate teams and manages relationships.
  • Monitor and control work by measuring progress and correcting course when activities go beyond scope or are not meeting goals and objectives.
  • Establish strategic vision with senior management for member retention through Alignment’s business planning process.
  • Other duties as assigned.

 Supervisory Responsibilities:

  • No direct supervision of staff. May oversee third-party vendors and/or student workers as appropriate.

 Minimum Requirements:

  • 5+ years of health care, consulting, or investment banking experience
  • Bachelor’s degree in business or related field, required
  • Intermediate to advanced understanding of project management
  • Advanced PowerPoint presentation skills. Ability to perform data analysis/research and summarize key findings in presentation.
  • Experience with data visualization software preferred (Ex. PowerBI, Tableau)
  • Experience with creating financial investor reports, financial modeling, and CLV modeling
  • Proficient in SQL, Microsoft Excel
  • Demonstrated track record of generating results and having an impact on organizations; capacity to create clarity and drive decision-making when faced with ambiguity
  • Positive team player, structured and detail-oriented thinker
  • Proven problem-solving skills and ability to translate knowledge to the department

 Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
  • The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

 

City: Orange

State: California

Location City: Orange

Location State: California

Community / Marketing Title: Consumer Experience Director, Retention

Company Profile:

By leveraging our world-class technology platform, innovative care delivery models, deep physician partnerships and our serving heart culture, Alignment Health is revolutionizing health care for seniors! From member experience professionals and clinicians, to data scientists and operations leaders, we have built a talented and passionate team that is deeply committed to our mission of transforming health care for the seniors we serve. Ready to join us?

At Alignment, delivering exceptional care to seniors starts with ensuring an exceptional experience for our over 1,300 employees. At the center of our employee experience is a culture where employees at all levels and across all teams are encouraged to share their unique ideas and perspectives. After all, when you can bring your authentic self to work, whether that’s in a clinical setting, our corporate office or a home office, creativity and innovation flourish! Another important part of the Alignment culture is a belief in continuous learning and growth. As a result, in this fast-growing company, you will find ample support to grow your skills and your career – with us.

EEO Employer Verbiage:

 

Please note: All clinical positions are contingent upon successful engagement with Alignment Health’s COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email [email protected].