Lead Strategic Advisor (Healthcare)

Walker OverviewWalker is a full-service Experience Management (XM) firm. We believe everyone deserves an amazing experience. This is our purpose, and we fulfill it by providing the world’s leading brands with the services, guidance, and best practices needed get the most from their XM programs.Walker is located in Indianapolis, IN. We are open to on-site, hybrid, or remote work locations to meet the varying needs of our team members. Remote options are available from any state we have operations in the continental U.S. Walker is intentional and mindful about creating a workforce of diverse people who are compensated fairly and are free to be their authentic selves. We know doing this will further enhance the experience our associates and customers have with our company.POSITION SUMMARY:Walker is seeking an experienced Advisor, Strategic Account Manager to join our healthcare practice. You will lead, nurture, and grow Walker’s strategic accounts in this role by designing, managing, and optimizing their experience management (XM) capabilities. You will provide advisory guidance during implementations to ensure our clients achieve their goals.As a Strategic Advisor, you will primarily focus on our clients within the healthcare sector, including providers, payors, and life sciences organizations. Your expertise will be crucial in helping these clients enhance their XM capabilities and drive meaningful improvements in their operations and patient outcomes.As the Strategic Account Manager, you will be responsible for the relationship's overall success, including identifying growth and expansion opportunities.RESPONSIBILITIES:Review and synthesize client-provided strategic business documentation.Play a pivotal role in nurturing and expanding our client relationships, ensuring their satisfaction and success.Identify opportunities for account expansion and upselling of services, demonstrating the value Walker can provide.Play the leading role in building and maintaining strong client relationships while providing expert consulting advisory services.Structure and lead quarterly business reviews with clients to understand evolving needs, strengthen relationships, ensure satisfaction, and drive success.Conduct qualitative interviews with executives (phone & in-person).Facilitate onsite and virtual client workshops (e.g. journey mapping, action planning).Design holistic CX programs (e.g. survey creation, sample plan, communications plan).Analyze and interpret qualitative and quantitative data (e.g. text analysis, driver analysis).Develop client deliverables (e.g. maturity assessments, journey maps, insights reports).Create and present key findings, takeaways and recommendations to client executives.EDUCATION AND EXPERIENCE:Eight (8) years of customer, patient, or employee consulting experience (in-house practitioner or as an external vendor).Bachelor’s degree in business, Psychology, Sociology, or related field required.CCXP or CPXP certification preferred.Experience with customer feedback platforms (Qualtrics preferred).Digital Customer Experience (Digital CX) or User Experience (UX) familiarity preferred.KNOWLEDGE, SKILLS AND ABILITIES:Skilled in facilitating 1-on-1 executive interviews, small group discussions and workshops.Holistic understanding of CX research, including qualitative & quantitative approaches.Able to translate complex research insights into actionable business recommendations.Effective written and verbal communication skills, including strong presence with C-Suite.Able to work independently (problem-solving & decision-making) with client stakeholders.Skilled at building long-term, partnering, client relationships by understanding needs.Personable and strongly demonstrates Walker’s core values.Availability and willingness to travel (25% minimum).Previous experience with work operating systems and enterprise resource planning platforms helpful (Monday.com and SAP ByDesign preferred).If you are passionate about making a difference in the healthcare industry and have a proven track record in strategic account management and experience management, we would love to hear from you. Join us at Walker and be part of a team that is dedicated to transforming the healthcare experience.Walker is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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