Join a panel discussion with leaders at Centene to learn how their team is developing a customer-obsessed culture. Experts on the panel will discuss the team’s journey to develop and implement a model that measures what matters to customers. The speakers will discuss how they combined customer insights and data, and unified customer and user experience teams to deliver a holistic understanding of customer experience. Discover Centene’s strategic approach to embedding these insights into everyday business practices, driving business value and organizational change.
Jen Jones, Centene
Melissa Spike-Meier, Centene
Amy started in career in brand management and user experience working with technology companies like AOL, RSA Security, Toshiba and HP. Recognizing the parallels between consumer marketing and the theories of health behavior change, she joined a digital health startup leading Consumer Experience. Acquired by Centene in 2016, Amy now leads Digital Experience and Strategy for the Fortune 25 health insurer, motivated to instill a customer-first mindset in its DNA. Based in Washington DC, Amy has a dual Bachelor's Degree in Marketing and Public Communications from Syracuse University and an M.B.A. from Georgetown University.
Melissa Spike-Meier is the Director of UX Research at Centene, where she leads a talented team in creating experiences that support people’s healthcare journeys. She and her team are dedicated to the company’s mission—building empathy, advocating for people, and making a difference one person at a time. Melissa began her UX career designing interactions for preschool toys at Fisher-Price, where she discovered her passion for research by observing how kids and parents used her products to see what worked and what didn’t. Kids certainly don’t hold back! As she transitioned to healthcare roles at Fidelis Care and Centene, she specialized further in research and continued to thrive in this field. Melissa considers it a privilege to work with her talented and fast-growing team and learns from them and their customers every day.
Jen Jones is the Senior Director of Customer Insights at Centene. In this role, she is responsible for their Experience Research, Insights, and Measurement program. This includes aggregating customer experience and interaction data, establishing a consistent and standardized measurement program, developing listening posts to monitor critical touch points that have the greatest influence on key customer outcomes, and creating sustainable methods to deliver actionable insights to key decision makers. Jen has over 20 years of Customer Experience leadership experience and has used her empathy and passion for customer needs to build CX practices at Fortune 500 companies in 4 different industries throughout her career.