Job Description
Job Description
Take the next step in your journey at Inspira Financial. You will help businesses and individuals thrive today, tomorrow, and into retirement. Become part of a company that is people centric and client obsessed in every interaction; a community of forward-thinking individuals focused on driving results to deliver our mission with an unwavering commitment to integrity. Join us as we strengthen and simplify the health and wealth journey – relentlessly pursuing better outcomes for all.
Don't meet every single requirement? Here at Inspira Financial, we believe there is no "perfect" candidate and want to encourage applying even if all the requirements listed aren't met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals. If you enjoy a collaborative, fun environment that champions career development, Inspira Financial is the place for you! We look forward to receiving your application! Check out this Inspira Financial video to learn more about our company!
HOW YOU WILL SOAR:
This is a new role for Inspira Financial and will be part of the Enterprise Business Solutions (EBS) team's Business Operations division. The Sr. Director, Customer Experience is part of the Client Experience Institute (CXI) and is responsible for curating the end-to-end client by developing process maps, feedback loops, process improvement capabilities, and developing insights for the Business Councils, Technology and Product teams. In the role, the Senior Director of Inspira's CXI will lead all aspects of performance and outcomes aligned with one of three distinct capabilities within CXI.
First, the CXI is developing new means of gathering and analyzing qualitative and quantitative metrics related to our business process efficiency, effectiveness, and impact on client (client is a generic term that encompasses the different entities serves by Inspira, including but not limited to; members, participants, investors, Plan Sponsors, Advisors, Brokers, Wholesalers, and Institutional Partners).
Secondly, the CXI has established and advanced the organization's capabilities with Six Sigma and Lean methodologies. This includes the full DMAIC cycle: Define, Measure, Analyze, Improve, and Control. The CXI has a center of excellence supporting these capabilities that will continuously improve Inspira's ability to delight clients with simple, intuitive, and frictionless experiences that drive value.
Lastly, the CXI will be responsible for establishing rigorous process support capabilities that include rigorous process mapping, single source of truth process repositories and governance thereof, and a team of dedicated Business Analysts who partner with internal stakeholders to shape, scope, and contribute to ongoing and iterative process improvement cycle.
Manages their function's strategy, operations, and resources and work to align their efforts to the overall goals of the company.
Manages their department's strategy, day-to-day operations, and resources are aligned to the overall goals of the company.
Primary focus is on implementing strategies, managing resources, and achieving short term operational objectives to ensure the organization's goals and directives set by executive leadership are executed effectively.
Applies knowledge and expertise to influence strategic decisions.
Directs, leads, and evaluates employees' work and ensuring a healthy corporate culture
IF YOU HAVE SOME OR ALL OF THE FOLLOWING, APPLY:
The ideal candidate must have 10+ years of leadership experience in the financial services industry and or Health Care Industries
They must have prior experience leading transformational change within Operations and Client Service
They must demonstrate mastery of Six Sigma and Lean Agile principles and a demonstrated track record for leading enterprise change initiatives
They must be able to work independently without need for daily supervision.
They must have excellent written and oral communication skills with an emphasis on collaboration and facilitation.
The candidate will be able to demonstrate advanced capabilities with organization and process management
Prior experience with technology – specifically CRM and BPM solutions – is required
College Degree required, advanced degrees preferred
Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners — helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at
inspirafinancial.com.
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2023 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.
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