Experience Owner

About the Role

Key Responsibilities

• Proactively manages and measures end-to-end member and employee experience lifecycle(s) from conception to release, including iteration and maintenance, while optimizing the outcome for the product/experience and prioritizing work.
• Communicates with stakeholders to ensure delivery of experience expectations across all channels, including digital.
• Partners with Enterprise and/or third party stakeholders to promote Member experiences and/or Business deliverables aligned to strategic outcomes and regulatory requirements.
• Measures, evaluates, visualizes, and communicates experience performance, member interactions, and its financial impact on the business.
• Implements tactical and strategic actions related to product and/or business needs.
• Responsible for financial, regulatory, and operational risk management related to the experience, risk mitigation, and effective control environment.
• Identifies, prioritizes, develops, and releases IT work in partnership with IT, Design, third parties, and other stakeholders to deliver value.
• Leverages human-centered design methodology with stakeholders to drive design improvements for end users.
• Aligns focus of stakeholders towards a unified experience serving members', employees', and business' needs.
• Establishes and monitors KPIs, member insights, and KRIs; ensures correct data and instrumentation for experiences; uses data to improve experiences.
• Partners with process owners to ensure ongoing documentation, process certification, and adherence to regulatory guidelines.
• Partners with process owners to ensure strategy execution through change management, data assessment, and system enhancements.
• Identifies acceptable performance limits and leads management routines and control plans to monitor and react to process performance.
• Ensures risks are effectively identified, measured, monitored, and controlled in accordance with policies and procedures.

Requirements

• Bachelor's degree; or 4 years of related experience in lieu of degree; or 10 years of experience in lieu of degree.
• 6 years of experience in customer experience, strategy, process, analytics, digital, user experience design or marketing; or Master's degree with 4 years of relevant experience.
• 4 years of progressive experience developing, implementing, executing, creating, and managing customer or employee experience strategies and initiatives within a complex environment.
• Understanding of best practices for implementing a voice-of-the-customer program, including selecting listening posts based on channel and touchpoint.
• In-depth understanding of process improvement approaches, analysis, and critical thinking to identify opportunities for improvement.
• Experience identifying KPIs to measure before and after changes to evaluate effectiveness and unintended consequences.
• Advanced knowledge of executing and refining strategies supporting productive and mission-critical experiences.
• Experience in implementing and sustaining change and process improvements.
• Hands-on experience using customer feedback to improve processes or experiences.

Nice to Have

• Experience building, managing, and designing digital experiences.
• Experience with process mapping or journey mapping.
• Ability to create prototypes and wireframes to visualize and test interface functionality.

Qualifications

• Educational background includes a Bachelor's degree or equivalent experience.
• Relevant experience in customer experience, strategy, process, analytics, digital, user experience design, or marketing.

Benefits & Perks

• Comprehensive medical, dental, and vision plans.
• 401(k), pension, and life insurance.
• Parental benefits, adoption assistance, paid time off with holidays, and 16 paid volunteer hours.
• Wellness programs and career development opportunities.