Consumer Experience Professional (VOC & NPS)

Experience Required

1

Minimum Education Required

Bachelor's Degree

Expected Start Date

06/30/2026

Compensation

$39.00 - $40.00 / hourly

Hours Per Week

40

Number Of Positions

1

Work Schedule and Shift Requirements

1

Job Description

Job Description:

Senior Consumer Experience ProfessionalPosition Overview

Apex's Healthcare Client is seeking a Senior Consumer Experience Professional to support product and experience launches by ensuring operational readiness, command center effectiveness, and successful post deployment stabilization. This role helps drive launch success, facilitates issue resolution, monitors operational performance, and supports a return to baseline performance within four days of deployment.

The ideal candidate will serve as a key command center consultant during launch and stabilization periods, partnering with cross functional teams to identify risks, resolve issues, and improve the overall consumer experience. This position also analyzes operational data, RAID logs, and post deployment feedback to identify trends, lessons learned, and opportunities for continuous improvement.

This role works with limited supervision and is expected to exercise sound judgment while managing moderately complex to complex assignments.

Key Responsibilities

• Support operational readiness activities for product, system, and experience launches

• Serve as a key contributor within command center operations during launch and stabilization periods

• Monitor, track, and coordinate issue resolution through RAID logs and operational support processes

• Analyze deployment data, survey results, and operational metrics to identify trends and improvement opportunities

• Conduct root cause analysis and recommend actions to improve consumer experiences

• Leverage voice of the customer insights, NPS data, call listening, and member feedback to identify friction points

• Facilitate meetings, document key decisions, and provide clear status updates to stakeholders

• Develop summaries, reports, and recommendations for operational and leadership audiences

• Collaborate with business, operational, and technical teams to support successful implementation outcomes

• Contribute to ongoing process improvement initiatives and launch best practices

Required Qualifications

• 5+ years of experience in consumer operations, customer experience, data analytics, or a related field

• Experience supporting operational readiness, launch management, command center operations, incident triage, or post deployment support

• Ability to work occasional nights and weekends during launch periods with advance notice

• Proficiency with Microsoft Office applications including Excel, Word, PowerPoint, Teams, and Forms

• Experience creating, maintaining, and analyzing RAID logs and operational documentation

• Strong analytical and problem solving skills

• Excellent organizational, time management, and multitasking abilities

• Ability to work independently with minimal supervision

• Strong verbal and written communication skills with the ability to tailor messaging to diverse audiences

• Experience facilitating meetings, documenting discussions, and managing action items

• Passion for improving customer and consumer experiences

Preferred Qualifications

• Experience within healthcare, health insurance, or related regulated industries

• Prior experience supporting command center operations during product, system, or service launches

• Experience conducting trend analysis and translating findings into actionable recommendations

• Experience working with cross functional business, operational, and technology teams

• Ability to create clear work instructions, status reports, and executive level communications

• Background in consumer service or customer support operations

Additional Information

This position requires availability during critical launch periods, including occasional evening and weekend support with advance notice. The Senior Consumer Experience Professional plays a critical role in ensuring successful launch stabilization, timely issue resolution, effective stakeholder communication, and continuous improvement of the consumer experience.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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Job Type

Full time

Place of Work

On-site

Requisition ID

3040284