End-to-End Experience Manager

Medica•Minnetonka, MN

1d•$115,400 - $197,800•Hybrid

About The Position

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for. We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued. At Medica, we want our members to feel cared for in the moments that matter most to them. The End-to-End (E2E) Experience Manager plays a key role in achieving this goal by owning the end-to-end consumer experience for specific lines of business, developing strategies, defining initiatives, and driving execution across teams to address experience improvements both reactively and proactively. This role leverages insights and leads cross-functional collaboration with Product, Marketing, Operations, IT, and Digital teams to ideate, strategize, and execute experience initiatives. The position develops business cases, maintains a prioritized roadmap, monitors KPIs across the journey, and socializes results with stakeholders to advance the consumer experience. They will also perform other duties as assigned.

Requirements

Bachelor’s degree in business, Operations, Marketing, Design, or related field
7 years of work experience beyond degree
Demonstrated ability to lead cross-functional groups through ideation and execution
Demonstrated experience building business cases, maintaining and making measurable progress on roadmaps
Strong analytical and strategic thinking skills
Expert communication and presentation skills
Demonstrated ability to influence and align senior leaders and cross-functional teams
Ability to operate effectively in a fast-paced, deadline-driven environment

Nice To Haves

Experience in health insurance/health care industry
3+ years in customer experience, journey management, or related field

Responsibilities

Synthesize insights and lead human-centered design exercises to deepen understanding of the experiences our audiences have with us, supporting solution ideation and prioritization
Engage with Journey Mapping and Experience Analysts to leverage their insights in addressing consumer needs, and continuously refresh and refine roadmaps and action plans based on identified opportunities
Develop strategies and business cases to improve the end-to-end consumer experience based on consumer insights, market trends, and business objectives
Maintain a roadmap of prioritized improvements and drive steady progress across teams
Regularly report on the consumer experience improvements roadmap and action plans
Engage with Voice of Customer/Customer Insights to capture insights, monitor KPIs, and track progress toward improving consumer experience
Monitor KPIs across the end-to-end journey for continuous improvement.
Socialize results and opportunity areas, and hold teams accountable for measurable progress
Maintain journey maps to reflect implemented enhancements and act as the source of truth for consumer journeys by line of business