Business Change Director- Member Advocacy Lab Director

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Company: Anthem, Inc.
Location: Indianapolis, IN 46204

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Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care.

This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America’s leading health benefits companies and a Fortune Top 50 Company.

Anthem’s ecosphere of Experience Centers is a cutting edge, high touch showcase of the experiences and capabilities that we offer. The Member Advocacy Lab Director is responsible for supporting the Service Transformation vision and day-to-day operations of the facility, ensuring our guests have a flawless, perception-shifting visit.

This role evaluates and prioritizes client scheduling requests based on sales impact, revenue potential, level of attendees, market segmentation, stage in sales cycle, etc. and consults with account team to complete request. It also prioritizes scheduling of internal sessions for E2E process/system testing related to Service Experience Transformation initiatives, collaborating with the E2E Reimagine team.

The MAL Director is responsible for facilitating the end-to-end client journey, including the facilitation of pre-brief meetings with account teams and critical stakeholders, validating experience objectives, validating discussion leaders, and facilitating the guided tours.

The MAL Director acts as consultant and coach to the extended Service Strategy & Transformation team, providing closed loop feedback from client and E2E sessions for enhancement. He/she also serves as a backup for the Customer Experience Center Event Manager when required.

Position Responsibilities
  • Oversee day-to-day operations for the MAL (scheduling, visit logistics, catering, post-visit follow-up)
  • Maintain relationships with Account Teams regarding processes and requirements necessary for client scheduling, and tailoring demo use cases to client needs to ensure successful client visit.
  • Qualify and schedule visits with appropriate Anthem personnel (Service Ops, Clinical Ops, Claims and Back Office, WFM, Digital/IT) and lead Acct Team tour groups, including those with senior personnel and public officials.
  • Facilitate pre‐briefing meetings with MAL Content Specialists, Experience Center Event Coordinator, Account Teams and product/capability subject matter experts, presenters and tour leads to ensure everyone is prepared for the tour and ready to meet client expectations.
  • Partner with sales and account management to develop hyper-personalized tours for each client based on the available data, sales requirements and business objectives
  • Facilitates guided experience center tours (Docent), serving as an Anthem ambassador to usher visitors through the experience. Coach account teams on strategy for client engagement.
  • Hosts and plans corporate/executive client engagements, along with appropriate level of expert guide necessary for tour audience.
  • Partner with Content Specialists, marketing and Corp Comm. and PR to develop and implement a robust plan to drive awareness and demand for center visits.
  • Drive success metrics, feedback loops, collection of customer feedback, and reporting to ensure that experiences are landing with customers and supporting advocacy and sales velocity.
  • Conduct follow-up on each briefing, gathering account manager and customer feedback, identifying post-briefing opportunities, report on conclusions and suggestions.
  • Compile, analyze and manage reporting of all key performance metrics for the center (e.g. usage statistics and trends, evaluation scores, internal and external customer feedback)

Requires a BA/BS degree in a related field; 10 years managing mid to large-scale change/project initiatives including knowledge of planning models and methodology, project management and change management experience (strategic and execution); or any combination of education and experience, which would provide an equivalent background. Masters degree preferred. Six Sigma Black Belt preferred.Anthem, Inc. is ranked as one of America’s
Most Admired Companies among health insurers by Fortune magazine and is a 2018 DiversityInc
magazine Top 50 Company for Diversity. To learn more about our company and
apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran.