The JobThe
Manager, Digital Acceleration leads strategic initiatives that span service design, business strategy, and solution delivery. This role is accountable for translating unmet needs and business opportunities into actionable strategies and driving the development of comprehensive user-centered experiences that support growth, retention, satisfaction, and health outcomes.
Working across business, product, technology, and clinical teams, this individual owns a portfolio of high-impact initiatives from discovery through implementation. They facilitate cross-functional alignment, define future-state experiences and service models, prioritize opportunities based on customer and business value, and partner with product teams to bring solutions to life. Acting as both a strategic advisor and product owner, this role ensures that experience and business objectives remain connected.
This role typically leads 2-3 initiatives concurrently, leveraging human-centered design, systems thinking, data, and experimentation.
You Will- Lead end-to-end, agile service design projects including research planning and execution (as needed), experience and service design, requirement & feature definition and phase 1 implementation.
- Designs and evolves member experiences through research, analytics, and journey-based thinking.
- Facilitate cross-functional workshops with business, product and IT teams to define end-to-end opportunities and vision.
- Use actionable insights from member data, journey mapping, and stakeholder input to align on priorities and design direction.
- Design deliverables range from service blueprints, storyboards, journey maps, experience maps, feature development.
- Serve as operational owner for key programs translating vision and strategy into deliverable features. Outputs could include: requirement clarification, identification of potential abrasion, vendor guidance & management, process documentation, operational workflows and issue management.
- Build executive level engagement and communication to support design making and stakeholder alignment. This could include leadership presentations, research synthesis or program updates.
- Engage with stakeholders across SCAN, including Marketing, Pharmacy, Product, Member Services, and IT. Represent both business and technical perspectives in design discussions, and clearly communicate the rationale behind design decisions through compelling storytelling and presentations.
- Champion SCAN's mission and ways of working, maintaining strong working relationships across departments. Encourage open dialogue, shared ownership, and continuous learning throughout the design and implementation process.
- We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.
- Actively support the achievement of SCAN's Vision and Goals.
- Other duties as assigned.
Your Qualifications- Bachelor's Degree or equivalent experience in User Experience, Business Strategy, Social Sciences.
- 5 or more years of Experience Design or Service Design.
- 3 or more years of experience with health plan.
- Experience with project and / or plan implementation, managing multiple stakeholders with different priorities and moving a cross-functional team towards the same goal in terms of execution.
- Strong analytical and problem-solving skills with attention to detail.
- Highly developed oral and written communications skills with the ability to effectively convey information in a clear and concise manner; strong presentation skills.
- Ability to excel in an ambiguous environment, flexing to new priorities.
- Ability to manage multiple priorities in tandem and ability to flex between the projects will be required.
- Proven track record of applying human-centered design methodologies to solve complex service challenges, with experience in journey mapping, service blueprinting, and participatory research
- Ability to document processes and analyses for reference/re-use is required.
- Advanced Microsoft Office Suite, Visio, and SQL skills are required.
What's in it for you?- Base salary range: $125,400 to $172,780 per year
- Work Mode: Mostly Remote
- An annual employee bonus program
- Robust Wellness Program
- Generous paid-time-off (PTO)
- Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday
- Excellent 401(k) Retirement Saving Plan with employer match and contribution
- Robust employee recognition program
- Tuition reimbursement
- An opportunity to become part of a team that makes a difference to our members and our community every day!
We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!
