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VP CONSUMERISM & INSIGHTS - COMMUNICATIONS, MARKETING AND CUSTOMER EXPERIENCE

Company: UNC Health Care
Location: Chapel Hill
Posted on: January 14, 2019

Job Description:

This supports UNC Health Care and various hospitals but will be employed by Rex Hospital, Inc. (this includes, but is not limited to, for purposes of payroll, health benefits, retirement options, and applicable policies). The selected candidate will have the option of working in Chapel Hill or Raleigh, depending on which is more convenient. Reporting directly to the Chief Communications, Marketing and Customer Experience Officer, the Vice President is responsible for creating and leading consumer-centric driven growth and experience. The Leader works across the UNC Health Care System to unite key stakeholders in building a lens for decision-making that begins with acknowledging consumers as assets and transforming the systems mindset to a consumer-driven culture. The Leader will develop strategies that support UNC Health Cares priorities ensuring that the department continues to expertly manage programs that drive results. He/she will also be expected to develop a vision and a strategy to strengthen the systems consumerism focus. Keys to the success of this position will be having a strong vision, team orientation and an ability to consistently make good decisions through a combination of analysis, wisdom, experience and judgment. UNC Health Care is seeking candidates in or outside of health care with a minimum of 10 years progressive management experience and a proven track record in consumerism, consumer packaged goods, marketing, brand and consumer relationship digital experience or a related fields. Key Responsibilities: Develops a new consumerism team and identifies, recruits and retains team members with the qualifications and competencies to support the skill level required and the goals established for the various streams of work. Leads a high performing consumerism team to deliver the strategic objectives and goals. Translates organizational operational strategies and plans into objectives to drive measurable performance ensuring results and success. Develops and assumes accountability for goal measurement and ROI for the consumerism team. Champions conversations with key stakeholders toward a common understanding of customer-centric thinking. Adept at breaking down organizational silos to create a persistent customer-first mentality across physical and digital channels. Defines for the organization what customers value and continues to understand their evolving needs. Understand consumer interactions across every touch point and assesses UNC Health Cares competitive edge and opportunities for strengthening its position. Understands consumers behaviors, changing demographics and trends, and most importantly, the ability to adapt to them. Creates a capability that unites disparate sets of customer data into a master view of every customer with a goal of having a 360-degree view of the customer. Turns internal data and segmentation into deeper and insightful understanding of consumer needs in rich detail. Assures that custom qualitative, quantitative and syndicated research studies are conducted as necessary to provide developmental and directional information to meet the strategic objectives and data needs of the organization. Uses ethnography, experiential learning and other methods of research to meet with customers to understand behaviors and purchasing journeys. Champions internal teams to truly understand products and process and what customers are experiencing. Uses aided and unaided feedback, such as surveys and social media, to help build consumer insights and storytelling. Explores innovative and technology solutions to enhance ongoing consumerism relationships and further capitalize on the UNC Health Care brand. Works collaboratively with innovators by facilitating testing of new product prototypes with customers and building communities where customers can assist with feedback. Orchestrates strategic discussions across the entire ecosystem, where all functions and the entire portfolio of brands, products and services are integrated into a set of initiatives: to drive growth, and differentiate their customers in the marketplace Develops annual operating budget that includes appropriate funding for all relevant programs. Monitors and evaluates spending on an ongoing basis, with a goal of maximizing cost effectiveness. Seeks relationships and information exchange to learn from other industries transforming the consumer experience and expectations. Applies in-depth knowledge of industry and out of industry trends to proven consumerism practices to properly position and market product/solutions offerings. Translates consumerism insights into strategic recommendations for product positioning, messaging, value propositions and differentiation to drive exponential growth and patient loyalty. Grows and develops a strong cohesive team.

Keywords: UNC Health Care, Chapel Hill , VP CONSUMERISM & INSIGHTS - COMMUNICATIONS, MARKETING AND CUSTOMER EXPERIENCE, Advertising , Chapel Hill, North Carolina

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