Vacancy expired!
Job Description
A day in the life…- Strategic role that looks across all stakeholder groups (members, Frontline Care Team/employees, buyers/customers, providers, partners) to drive the design and delivery of a world-class healthcare experience
- Owns the holistic end-to-end experience & the applications that deliver those experiences
- Owns the strategy and alignment for the end-to-end experience for their specific persona and toolset
- Drives and influences key stakeholders (including Service Operations, Operations Enablement, Capabilities, Engineering, Customer Care, People & Culture) towards a unified experience that serves members, employees, buyers and providers that is aligned to strategic outcomes and any applicable risk/regulatory requirements
- Establishes and monitors Key Performance Indicators (KPIs) to define success for the experience: satisfaction, retention, engagement; uses data to improve experiences
- Views experience holistically and considers both technical and non-technical improvements
- Develops, owns and drives the implementation of the experience roadmap through an agile approach, partnering closely with our tech, capabilities, analytics, sales, marketing and data teams
- Create and maintain sequencing of projects, prioritization and tradeoffs with regards to both short-term and long-term strategic goals
- Proactively identify and resolve dependencies that may impair your team’s ability to meet its strategic, financial and technical goals
- Partners closely with various stakeholders including Recruiting, Learning & Development, Sales, Marketing, etc. to bring the non-technical aspects of the experience to life
- Communicate important trends and learnings as they happen. Feed learnings back into the experience discovery process
- Stay abreast of best-in-class experiences within healthcare and outside of healthcare, looking for creative ideas and inspiration to influence cross-functional innovation teams and the organization to achieve experiences that are right for our business
- Closely collaborates with the User Experience (UX) Team to leverage human-centered design principles and research best practices and to create, and maintain journey map within area of ownership
- Work directly with agile team on application, experience and toolset requirements to ensure successful capabilities design and launch to the capabilities and offerings teams
- Maintain a deep and current knowledge of competitors, technology, and industry developments
Qualifications
What we are looking for…- 8-10 years of experience with both internal and customer-facing initiatives. Experience with user research/user testing, product management methodologies, and lean UX principles a plus
- Experience in human-centered design focused on technical/business areas
- Ability to explore, identify, and validate user needs
- Background or experience in the healthcare industry or closely related field is preferred
- Understands the overarching team goals and business context and seeks to participate in the process
- Strong data and analytics background
- Strong written and oral communication and presentation skills
- Self-starter with ability to lead projects and build new experience from the ground up independently
- Attention to detail, including proven ability to manage multiple competing priorities simultaneously
- Ability to think strategically, and execute methodically
- Ability to work in a fast-paced environment where continuous innovation is a must
- Demonstrated ability to use hard data to back up assumptions and develop business cases
- Willingness to roll up your sleeves and do whatever is necessary; general manager / owner mentality
- Positive attitude and fit with the Accolade team culture
Additional Information
All your information will be kept confidential according to EEO guidelines.Vacancy expired!