Senior Manager of Experience Design Research

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. 

We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.
• Make it about others. We do what's best for our customers and collaborate to drive progress. 
• Make it happen. We work with intention toward a common purpose and forge ways forward together. 
• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

POSITION TITLE

Senior Manager of Experience Design Research    

POSITION LOCATION

This position is available to hybrid or in-office candidates in Richmond or Lynchburg, VA, or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin

YOUR ROLE

You will lead our new Expereince Design Research (XDR) team. You will serve as the lead of research operations for Genworth’s Expereince Design (XD) Team. The XD team is a part of Genworth’s Customer Expereince Solution Delivery organization. This organization is responsible for managing and optimizing the entire USLI Customer Journey and Expereince. You are an expert-level researcher who can partner throughout the organization to explore core questions related to our Long Term Care insurance business. Core accountabilities include the research funnel, research design, internal partner management, vendor management, research technology management and delivering actionable insights. You will have a proven research record that includes: seeking new data-driven research methods, customer experience insights, high collaboration and inclusion, excellent communication, executive-level presentation skills and a Customer-first attitude.

WHAT YOU WILL BE DOING

• Establish a learning agenda to support the USLI business operations strategic needs.
• Oversee research efforts required across the USLI business and facilitate the prioritization process for all customer research studies
• Collaborate and ideate with design teams to deliver effective and elegant solutions across the USLI customer lifecycle
• Partner and collaborate with the Data and Analytics VOC Team to distill VOC data from multiple sources to generate actionable insights across the customer lifecycle
• Foster and support Learning Organization culture
• Promote a customer-centric culture through thought leadership and knowledge sharing
• Identifying opportunities to improve the employee experience that will ultimately impact the end-customer experience
• Lead and orchestrate all Journey Management activities for ULSI operations.
• Establish and manage the USLI Customer Participant Pool
• Coordinate research efforts for key studies completed on behalf of Genworth (Cost of Care, Beyond Dollars, etc.), partner closely with Communications team on messaging
• Measure customer experiences throughout the customer lifecycle and help translate results into actionable improvements to processes/procedures
• Lead focus groups with internal associates to glean business insights and understand gaps and areas of opportunity; partner with stakeholders to create well-designed studies from research briefs
• Effectively communicate verbally and with PowerPoint; socialize insights to primary and secondary stakeholders including executive level leadership
• Manage portfolio of agencies and technologies; identify and source the best solutions for the