Experience Lead - Provider Experience Product

Wellmark, Inc.•Des Moines, IA

3d•Hybrid

About The Position

As the Experience Lead on our Provider Experience team, you’ll lead the effort to make every interaction health care providers have with Wellmark easier, more intuitive, and more meaningful. In this role, you’ll be the connector—the bridge between the provider experience team, enterprise operations, and developers. You’ll work closely with the Provider Experience Product Manager to build and manage the roadmap and turn concepts into detailed requirements for execution. Every decision you make will be guided by the voice of the customer, using data, research, and feedback to ensure solutions truly meet provider needs. You won’t just set direction—you’ll help the team deliver. That means driving efficiency, fostering accountability, and creating an environment where collaboration and ownership thrive. You’ll motivate the team to self-organize, produce high-quality work, and take pride in what they create. This role is perfect for someone who loves solving complex problems. From concept to execution, you’ll work side by side with designers, developers, and business partners to turn big ideas into real solutions that improve provider experiences every day. If you’re passionate about making a difference and enjoy working where innovation meets impact, this is your opportunity to lead change.

Requirements

Bachelor's Degree or direct and applicable work experience
Minimum 4 years industry experience, including experience with agile business analysis, including documentation of features, user stories and test requirements, process documentation
Experience engaging and influencing leadership and other stakeholders important in decision making process
Experience with design thinking, and lean and agile software delivery
Ability to make data-driven business decisions
The ability to work well in a team environment and be capable of building and maintaining positive relationships with other staff, departments, and customers
Ability to identify approaches, risks, mitigation strategies to meet functional user needs
Demonstrated consulting skills, including excellent communication, collaboration and interpersonal skills
Experience in Software Development Lifecycle (SDLC)
Travel limited, 5%

Nice To Haves

Prior experience working as a product owner, including estimating, sprint, leading scrum activities, sprint reviews and retrospective meetings
Prior experience from a leading consumer brand recognized by customers for experience
Consumer product or internet software product management experience
Three or more years working in or with lean and agile software delivery teams
Prior experience working with design professionals, within a design thinking process. Preferably experience with human centered design (HCD).

Responsibilities

Set priorities: Prioritize and refine the product backlog so the team knows what to work on next.
Collaborate across teams: Work with the provider experience team and business partners to understand challenges and opportunities.
Turn ideas into action: Document operational issues and solution requirements for handoff to the right team.
Build business cases: Support the creation of Lean Business Cases that demonstrate the value of proposed solutions.
Lead brainstorming sessions: Facilitate ideation and design-thinking workshops to shape the product roadmap.
Define what matters most: Identify Minimum Viable Products (MVPs) to deliver the greatest impact quickly.
Track progress: Review outcomes of major initiatives (Epics), lead quarterly PI Planning, and monitor progress during each PI and iteration.
Execute the provider experience product roadmap priorities for the assigned functional domain of user experiences. Using strong business relationships, collaborate and partner with stakeholders to bring together a cross functional, highly matrixed team for delivery of the objectives and roadmap.
Serve as subject matter expert for assigned provider experience user base by requesting and interpreting research/analytics and voice of the customer, understanding personas and segmentation of users, in order to create solutions that meet those needs. Incorporate research and feedback into decision-making and iterate on features and functionality to achieve member experience outcomes. Analyze performance data and make suggestions for improvement after specific member experience solutions are launched.
Partner with leadership, technical experts, user experience design experts, business process execution teams and other stakeholders to create logical feature/functionality release plans for assigned member experience product domain.
As owner of the provider experience product lifecycle for assigned domain manage process from capturing requirements, through execution and into optimization after member experiences launch. Collaborate with stakeholders and technologists to build the member experiences and ensure performance to the outcome.
Conduct experience ideation and design thinking sessions in cooperation with appropriate stakeholders to ensure goals are accounted for in the experience roadmap. Work collaboratively with the provider experience product management, provider experience team, and other business leads to ensure that requirements align with provider experience goals and roadmap. Collaborate with UX Designers and researchers to ensure that provider experience designs align with user goals.
Ensure an open channel for sharing information to provide all stakeholders with a voice and means to share relevant facts and feedback. Seek to understand the root causes of issues and tackle them, rather than just the symptoms. Initiate open and honest coaching conversations at all levels and move easily between big picture thinking and managing relevant detail.
Seek to continually optimize the performance of the team, recognizing areas of strength and improvement and employing appropriate coaching/development techniques to resolve impediments. Partner with Agile coaches and Scrum Masters to achieve high performing teams.
Works with the leadership to provide feedback and escalate team impediments, assisting with resourcing activities and team growth.
Assist with internal communications (to other teams, stakeholders, project management, governance, and leadership) and external communications (including vendors) to ensure transparency. Collaborate with other teams, stakeholders, managers and vendors on planning and release alignment as needed.
Other duties as assigned.