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.
• Maintain a clear view of the highest value experience backlog items and make trade-offs based on team capacity to collaborate on the sprint backlog. Items could be focused on technology, digital experience, marketing, operations, product or clinical.
• Results & Metrics: Define, track and monitor Objectives and Key Results (OKRs) based on outcomes.
• Use Data to Drive Outcomes: Seek to deliver viable ideas or learn fast and pivot by understanding pain points & experience analytics. Leverage consumer, operations, clinical data & feedback/behavior to drive business outcomes.

Required Qualifications

• BA/BS required, in computer science/technology or business preferred; MS/MBA preferred.
• 8-10 years experience in product management roles, driving and implementing product and experience design.
• 3+ years in management/consulting experience preferred; Healthcare experience preferred.
• Comprehensive understanding of the CX function.
• Experience using agile methods in the product management discipline; Experience with project management tools (JIRA, Clarizen)
• Understanding of the product lifecycle, capabilities, and direction of consumer-facing technologies (including mobile apps) and their impact
• Extensive experience defining and measuring product management objectives that span MVP, roadmap, quality, business value, time to deliver, adherence to agile principles, and cost-to-value ratio.
• Highly strategic: demonstrated track record in assessing complex, competitive markets and situations and in developing related initiatives in partnership with other stakeholders to drive business results.
• A systems-oriented thinker with the ability to analyze complex relationships and situations, think outside the box, act, and promote entrepreneurial and innovative approaches.

#Li-Hybrid

Minimum Education Requirements:

High school degree or equivalent required unless otherwise noted above

Location

Boston

Time Type

Full timeSalary Range: $127,530.00 - $155,870.00

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the range may be modified in the future.  An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.

This job is also eligible for variable pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

Note:  No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

WHY Blue Cross Blue Shield of MA?

We understand that the confidence gap and imposter syndrome can  prevent  amazing candidates coming our way, so please don’t hesitate to apply. We’d love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It’s in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.

As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting our Company Culture page. If this sounds like something you’d like to be a part of, we’d love to hear from you. You can also join our Talent Community to stay “in the know” on all things Blue.

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. For more information on how we work and support that work/life balance visit our "How We Work" Page.