Charity Bennett Email and Phone Number
Change Driver, Healthcare Transformation Leader & Digital StrategistSenior Healthcare Leader with demonstrated career track of driving business performance through the design of optimal user experiences across digital channels and customer-facing platforms. Recognized for expertise in driving digital and business transformation to achieve profit growth, customer experience improvements and operational goals, as well as managing omni-channel environments, digital technologies and Agile methodologies.Advanced leadership skills with background in overseeing the development and management of internal teams and external resources responsible for all aspects of digital operations. Strategic visionary and contributing member of executive teams; adept at partnering with cross-functional leadership, clients and stakeholders to create innovative design strategies and process improvement initiatives to support corporate vision and goals.Areas of EmphasisDigital/Business/Healthcare Transformation • UX Strategy, Vision & Execution • Digital Product Development • Team Building & Leadership • Project Management • Omni-Channel Strategy • Contract and Vendor Management • Organizational Change Management • Process Improvement • User Research • Product Development • Agile Methodologies • Consumer & Market Analysis • Stakeholder Engagement • Roadmap Development • Business Case Creation • Customer Relationship Management • Organizational PerformanceSNAPSHOT OF ACCOMPLISHMENTS> Transformational Leader: Provide thought leadership and healthcare business alignment with digital strategy to drive change and improvement. Partner with cross-functional leadership to achieve profit growth, customer experience improvements and operational goals. Increase collaboration across the payer provider continuum to improve health outcomes, remove consumer pain points and manage cost. > Innovative Digital Strategy: Design and enhance the end-to-end digital ecosystem, with expertise in artificial intelligence, digital roadmap development, mobile health, CRM, AWS and marketing analytics. > Audience Engagement & Advanced Analytics: Leverage consumer journey mapping, evidence-based design and consumer insights to drive improvements to human-centric experiences. > Digital Product Development: Drive business performance through the design and implementation of optimal digital products across channels and customer-facing platforms.> Project Management: Delivered multi-million-dollar projects on time and within budget through strong collaboration with executives and multiple departments.
Populance
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Chief Experience & Growth OfficerPopulance Jan 2024 - Present
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Chief Experience And Growth Officer, PopulanceHenry Ford Health Nov 2023 - Jan 2024Detroit, Mi, Us -
Vice President Transformation OfficerHealth Alliance Plan Oct 2020 - Nov 2023Detroit, Mi, UsBuilt and lead the internal strategic change management and organizational transformation capabilities. Lead transformation between payer and providers to increase collaboration across the health system. Drove business performance improvement by leading company-wide opportunities to drive in-depth business change that enhance the way HAP operates and serves its members and the community.▪ Executed on HAP’s three-year strategic plan to increase membership by 6% and decrease expenses by transforming quoting (8 – 10 days earlier), digital engagement, coordinated care ($18M medical savings), network expansion/optimization, data insights strategy, core operations, pay provider integration, joint ventures and strategic partnerships. Socialized results and received approval from HAP’s Board of Directors.▪ Drove business organizational team development by building and ensuring strong standards, involving practitioners, leading with consumer insights and measuring value. Created portfolio planning, agile execution, consumer experience vision and business architecture to deliver maximum value for investment made in strategic initiatives.▪ Created, promoted and continuously improved the company-wide strategy for bringing transformation to business areas undergoing organizational change. Acted as a change agent to lead with outside-in consumer design and measuring leading and lagging indicators.▪ Mentored business leaders to develop and manage strategies and plans to achieve the change vision and determine measurements of success to assess the effectiveness of the transformation efforts. -
Owner And Practicing ConsultantDiffy Solutions Jun 2020 - Oct 2020 -
Sr Director, Consumer ExperienceSpectrum Health Oct 2019 - Jun 2020Grand Rapids, Mi, UsCharged with leading the planning and start-up of the new Customer Experience department. Lead the design and implementation of departmental processes, procedures, strategies and short/long-range goals. Spearhead the full recruitment process, identifying internal and external resources to bring into the new department. ▪ Identify and prioritize customer pain points in healthcare experience; utilize results to develop metrics of success and roadmaps to change the process across the organization. ▪ Create customer experience strategies based on design thinking and consumer research to drive change. ▪ Partner with cross-functional leadership and stakeholders to develop innovative solutions that drive improvements to the patient/customer experience; establish standards of service in call centers and across the digital platform. ▪ Source and secure funding opportunities to support the new initiatives, leading the full process, including conducting financial analysis and presenting financial impact and ROI. -
Sr Director, Marketing And Consumer EngagementSpectrum Health Nov 2017 - Oct 2019Grand Rapids, Mi, UsPromoted to lead a large-scale digital transformation effort, implementing the use of digital marketing campaigns and tactics to expand business reach and improve the customer experience. Provided strategic leadership of all marketing operations, including coordinating and executing digital and traditional marketing campaigns. Built, developed and managed a team of 3 direct and 17 indirect reports, as well as agency resources and external partners; managed $12M budget. ▪ Change driver for large-scale transformation effort, implementing turnaround management to restore functionality within an underperforming department. Restructured team, hiring new quality candidates and re-training existing employees to ensure optimal performance. ▪ Established a culture of performance, accountability and growth; created clearly defined roles and provided opportunities for professional development to boost employee morale and engagement. ▪ Defined, implemented and tracked key performance indicators (KPIs), as well as Agile methodologies; leveraged key data to identify issues and implemented new strategies and processes to drive continuous improvement. ▪ Introduced funnel marketing and best marketing practices; identified gaps in data and created consumer database with 3.5M records to ensure effective data mining and marketing analytics. ▪ Developed competencies for the digital effort, including business case development, roadmap planning, socialization and planning, vendor selection, RFP processing and total cost of ownership. ▪ Led the planning and execution of 50+ annual marketing campaigns, leading internal and agency resources.
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Director, Crm; Director, Digital Product Development; & Digital Product StrategistSpectrum Health Feb 2013 - Oct 2019Grand Rapids, Mi, UsQuickly progressed through roles across the marketing organization, taking on leadership roles in product development, digital transformation and CRM optimization. Led the ongoing enhancement of customer-facing products to drive improvements to business growth and customer success. Led teams of up to 80 FTEs and external resources; managed $23M capital annually. ▪ Introduced human-centric design methodologies with advanced UX design that enabled self-service and personalization. ▪ Initiated improved analytics and experiences by designing data-driven experiences across web, mobile, phone and in-person platform creation, implementation and optimization. Developed personas and customer journey maps to drive the end-to-end customer experience design. ▪ Championed the start-up and ongoing leadership of the digital environment, evangelizing the MyHealth, CRM, population health, virtual health and mobile health vision across the enterprise; won buy-ins and built consensus among leadership and stakeholders and drive adoption across all departments, including clinicians, customer services reps and operational staff. ▪ Built the digital team from the ground up, growing from 2 to 80; drove the implementation of Agile methodologies, as well as Amazon Web Services (AWS) cloud platform. ▪ Enhanced the customer experience and got consumers to engage with the application, which mitigated $34M annual loss.
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Digital Manager/Program ManagerPriority Health Oct 2009 - Mar 2013Grand Rapids, Mi, UsDelivered oversight of the digital landscape, including developing digital tools, web applications and data analytics to increase sales growth, market share, manage healthcare cost and improve health outcomes. Transformed the digital process through the introduction of new tools and strategies, increasing customer engagement and experience. Built and managed cross-functional and virtual team. ▪ Directed the innovation of digital programs, including revenue growth, population health and business analytics. ▪ Led resources and aligned digital strategy across all business functions, driving adoption of new tools and processes. -
Manager Commercial ProductsPriority Health Oct 2007 - Oct 2009Grand Rapids, Mi, UsOwned wellness with commercial product line, overseeing all related operations, including P&L management, product strategies and development and product sales. Built and managed team of SMEs and external agents to gather client requirements. ▪ Managed product iteration and implementation process; created product design, determined product feasibility, determined potential ROI, assessed marketability and implemented annual benefit changes. ▪ Developed strategic and tactical plans for specific market segmentations, including government and academic.
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Project ManagerPriority Health Nov 2004 - Oct 2007Grand Rapids, Mi, UsImplemented new insurance products that actively engaged consumers in their health through finances, lifestyle management and popluation health management through digital. New product implementations had an enterprise wide impact including legal and compliance, benefit design, operational changes, systems configuration, new digital development and sales and marketing. ▪ Managed the time, resource, and scope constraints within projects to ensure successful implementation by overseeing project resources and deliverables.▪ Procured and managed internal and external resources; managed vendor relations and external consultants during implementation.▪ Executed organizational change management on the new processes, products and systems.
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Project ManagerEdl Consulting Is Now Simplus Feb 2004 - Nov 2004Sandy, Ut, Us▪ Led global CRM initiative, configuring and implementing Salesforce; served as Salesforce relationship manager. -
Senior Strategic Business AnalystCna Insurance Sep 2002 - Feb 2004Chicago, Illinois, Us▪ Led process improvement and product development initiatives for Life & Group Operations, including benchmark analysis, time studies and data analysis. -
Senior Consultant 01/02 – 09/02, Consultant 1/01 - 1/02, And Associate 07/99 – 01/01The Revere Group Jul 1999 - Feb 2002Chicago, Il, Us▪ Oversaw the implementation of CRM and ERP systems for workforces of up to 12K+ employees.
Charity Bennett Skills
Charity Bennett Education Details
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Depaul UniversityLeadership Change Management -
Taylor UniversityAccounting
Frequently Asked Questions about Charity Bennett
What company does Charity Bennett work for?
Charity Bennett works for Populance
What is Charity Bennett's role at the current company?
Charity Bennett's current role is Chief Experience and Growth Officer, PopulanceChange Driver, Healthcare/Business Transformation Leader & Digital Strategist.
What schools did Charity Bennett attend?
Charity Bennett attended Depaul University, Taylor University.
What skills is Charity Bennett known for?
Charity Bennett has skills like Process Improvement, Leadership, Strategy, Product Development, Strategic Planning, Management, Training, Healthcare, Project Management, Crm, Pmp, Business Analysis.
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