Job Description

Your Role

The Experience Insights & Enablement team is accountable for leading the development of an integrated Member Experience (MX) strategy connecting digital, call center, marketing, and operations with the focus of being best in class within the healthcare industry. The End-to-End Journey Management, Principal will develop and own the management of several interrelated journey maps to reflect the end-to-end experience (from acquisition to retention) of members and customers and will work closely with product strategy, digital, marketing and operational teams to drive optimized member, provider and customer experiences. This position will report to the Senior Manager, End-to-End Journey Management.

Responsibilities

Your Work

In this role, you will:

• Take disparate information, collected through stakeholder interviews, market research, member feedback, and operational data, to develop easy to digest maps
• Identify critical moments and areas for improvement within the end-to-end member journey and determine KPIs for ongoing measurement
• Contribute to the development of a sustainable journey management program, including end-to-end journey atlas, journey health measurement and governance structure
• Present actionable insights and recommendations to key stakeholders, including at the executive level, that drive business requirements
• Identify critical business opportunities (both short and long term) that enable transformational change across the enterprise
• Navigate ambiguity through strategic thinking, identify and drive improvements to various processes, programs, and tools
• Partner with cross-functional teams to shape and advance business cases that translate member experience insights into prioritized, measurable enterprise action
• Engage strong CX capabilities, including VOC analytics, end-state visioning, design, and roadmap development
• Champion an outside-in perspective and journey-centric operating models

Qualifications

Your Knowledge and Experience

• Requires a bachelor's degree, or a high school diploma/GED plus four additional years of relevant experience in lieu of a bachelor's degree
• Requires at least 10 years of prior relevant experience
• Requires at least 3 years of experience in Customer Journey Mapping and Management, including familiarity with software and techniques used for mapping and measuring customer journeys
• Requires experience facilitating workshops in both virtual and in-person settings
• Ability to translate quantitative and qualitative data into actionable recommendations
• Demonstrated experience communicating insights and recommendations to executive-level stakeholders
• Demonstrated ability to influence stakeholders and drive outcomes without direct authority
• Experience driving cross-functional alignment and leading initiatives in a matrixed environment
• Experience in the health payor space strongly preferred
• Experience leading complex improvement initiatives from discovery and analysis through business case development, implementation, and outcome measurement, strongly preferred

Hybrid

This role requires employees to be in-office based on our hybrid workplace model, balancing purposeful in-person collaboration with flexibility. For most teams, this means coming into the office two days each week.

Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.

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Our Workplace Model

We believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility - providing clear expectations while respecting the diverse needs of our workforce. Our workplace model is designed around intentional in-person interaction, collaboration, connection, creativity and flexibility:

• For most teams, this means coming into the office two days per week.
• Employees living more than 50 miles from an office location, out of state employees, and employees in certain member-facing roles should work with their manager to determine in-office time based on business need.
• For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.

The Company reserves the right to require more presence in the office based on business needs, and requirements are subject to change with periodic reviews.

Physical Requirements:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.

Please click here for further physical requirement detail.