End-to-End Experience Manager

Medica • Minnetonka, MN

3d • Hybrid

About The Position

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
• 3+ years in customer experience, journey management, or related field
• Portfolio showcasing a range of human centered design techniques and tools, including personas, journey maps and ideation/solutioning workshop artifacts
• Demonstrated ability to lead cross-functional groups through ideation and execution leveraging human centered design and other tools and techniques
• 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
• Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

Nice To Haves

• Experience in health insurance/health care industry

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

Benefits

• Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees