Product Manager, CX Experience Manager

Ready to help us transform healthcare? Bring your true colors to blue. 

The Customer Experience Sr. Manager is an important role responsible for executing on the Experience Transformation strategy to ensure we 'show up for everyone like they're the only one'.

Reporting to the Director Customer Experience, the Senior Experience Manager’s primary goal will be to support business goals and objectives by designing and ensuring the delivery of optimal customer experiences. They will work closely with cross-functional teams including business SMEs, experience designers and technical delivery partners to discover, design, develop, iterate, and continuously improve customer experiences that result in happier consumers and a more effective business. As the 'boots on the ground' this person will also help lead the transition to a customer mindset in end-to-end processes and delivery. They must instill an “outside-in” approach across the organization, prioritizing what matters most to members while also supporting business priorities.

Through product lifecycle management including: strategy, design, development, and operational maintenance of assigned experience product. Work with human-centered experience designers as well as research and data/analytics teams to create current and future-state journey maps, experience requirements docs, and other CX artifacts that will be used to inform delivery of improved consumer experience while simultaneously supporting business goals Support key business initiatives by serving as the 'voice of the customer' to inform product and solution design; partnering closely with cross-functional project teams throughout all phases of a project Manage and influence the backlog of work that impact your assigned experience area to ensure that projects addressing key customer pain points are prioritized, and that projects underway consider the needs of the customer. Help evangelize Customer Experience across the organization by educating audiences of varying leadership levels on the function of CX and its importance to achieving business goals.

We’re Looking for:

• Someone with a customer-centric mindset and the desire to push for what is best for the customer.
• Ability to think creatively and flexibly when solving problems and work iteratively in a cross-functional, sometimes ambiguous environment
• Someone who understands healthcare and the complexity of it
• An individual with excellent verbal and written communication skills who feels comfortable speaking up and advocating for the customer in groups who may not understand the need or importance.
• Comprehensive understanding of Customer Experience, and how new tools and technologies are being utilized to improve the customer experience.
• Experience analyzing data and research to understand problems and drive decision-making.
• Past experience journey mapping and using Human Center Designed to solve business problems.
• The ability to think big and small.
• Proven track record of building relationships with internal and external stakeholders.
• Proven ability to work independently in a large, complex, matrixed, and ever-changing environment

Responsibilities and Accountabilities

• Own the end-to-end member experience for a key journey, and gain alignment on improving and reimagining it.
• Partner with Senior Leaders, executives and technology partners in our business space to reimagine journeys, leveraging complex solutions / products to solve business problems or to enable strategic priorities, objectives & key results.
• As the "Voice of the Customer", oversee ongoing review and elaboration of features with business stakeholders, including recommending any changes required to meet critical business, customer, or operational requirements.
• Planning and Execution: Define customer outcomes, business impacts, and roadmap for the Journey. Build the business case, ROI analysis and lead stakeholder alignment.
• Delivery: Oversee the experience lifecycle from conception to release, iteration & maintenance, determining the right product portfolio for the experience & prioritizing work in the backlog to ensure products are delivering to experience expectations. Work within a matrixed & complex organization across multiple functional areas to achieve results.
• Use knowledge of product management and ability to understand the P&L impacts across multiple functional areas to develop and source alignment for the journey. Proactively identify new initiatives/themes and build out the backlog items based on quantified business value and in partnership with technology partners.
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