Leave, PFML and Disability Digital & Claim System Product Delivery Director

Voya Financial

2d • Hybrid

About The Position

Together we fight for everyone’s opportunity for a better financial future. We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today. Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now Profile Summary: The Leave, PFML and Disability Digital & Claim System Product Delivery Director will be responsible for execution of the strategy, roadmap and delivery of digital product features and claim system features to align with the overall Leave, PFML and Disability Product offering. The role involves working with cross-functional teams that may include business product management, digital, claims, contact center, customer success and IT technical product managers. This role spans many types of activities, from strategic to tactical. The Leave, PFML and Disability Digital & Claim System Product Delivery Director provides cross-functional leadership and bridges organizational gaps between different functional groups to drive the overall organizational execution on the strategy for the Leave, PFML and Disability product offering in the digital portal, claim system and associated technology systems. The Leave, PFML and Disability Digital Product & Claim System Delivery Director is the voice of the customer and claim examiners, ensuring we deliver a customer-obsessed, but risk prudent offering. This role analyzes customer needs and feedback (both internal and external) and the market to define a product vision that delivers value for our customers through iterative development and design thinking. This role is the primary source of truth on expected results for the cross functional team, claims operations, account management, etc. to support and triage potential issues, including assistance with defect identification and reporting and tracking to resolution. They are also responsible for developing a CBA for anything slated for the roadmap and prioritization as well as doing a ROI look back for any prior development so we can prove out value as well as continuously improve upon our future CBA’s. Profile Description: Frequently interact with user and customer experience teams to understand customer pain points. Work with customers, service teams and claim operations to investigate and help problem solve/triage issue. Assist with direction on dependencies, reporting and resolution. Design research plans to help define customer need and value, aligned with business Product Managers. Set the digital product vision and strategy with appropriate stakeholder input (including the business Product Directors of Leave, PFML and Disability and the Claims Directors and the Digital Product Owner and the myBenefitsHub Product Delivery Manager). Work closely in partnership with the Digital Product Owner and the myBenefitsHub Product Delivery Manager to ensure that needs for the overall Leave, PFML and Disability Product offering make sense with the overall mBH experience and capabilities. Define the priority of features and functionality based on external and internal customer/market need and value. Clearly articulate the customer value and business value to the technical teams so they understand the intent behind the new product or feature release using problem statements. Works with IT PO, the Digital Product Owner and the myBenefitsHub Product Delivery Manager to prioritize the roadmap every quarter to identify shifts that need to happen based on current customer needs and criticality of features based on value and effort and ensure alignment with overall Digital Voya priorities and overall mBH priorities. Understands KPIs that need to be met for the feature. Define the definition of success, how it should be measured and what must be achieved to be successful. Provide measurable data to support recommended strategy. Provide clear definition for expected outcomes which enables all contributing teams to perform their roles and deliver a successful product. Define clear milestones for what teams must deliver and help create plans for when it could be delivered. Strong understanding of system functionality and data points to provide refinements for user stories to IT Product Owners and Business Analysts. Needs to be able to resolve issues of unclear system functionality with cross functional team to provide direction for the user story functionality. Help clear barriers and obstacles for the development team through clear communication with key stakeholders and provide clarity to the development teams through well-defined requirements and acceptance criteria. Works with UX design teams, in coordination with the mBH Product Delivery Manager, to assist them in creating mockups, wireframes and validate the designs with customers. Ensure release notes are provided in a timely fashion to product marketing highlighting the product features and user guides with illustrations. Defines clear QA and UAT testing scenarios based on features developed. Coordinate with appropriate QA and UAT testers on the execution of testing scenarios to ensure key requirements are met. Primary business resource for all UAT testing, obtains resource allocation for any UAT testing needs outside of their capability or allocations. Leads UAT testers with meetings, user stories, test data, defect reporting and resolution. Demo the pre-release version of the product with internal stakeholders, conduct training sessions and ensure product documentation is available prior to the release. Ensure post release validations and send release notes to internal stakeholders. Primary business stakeholder for release weekend and production checkout. Ensure product adoption with customers and identify next wave of features that improve the product.

Requirements

• Bachelor’s Degree or equivalent in Business Administration, Computer Science, Computer Information Systems, Marketing or Finance. Will also accept equivalent of Bachelor Degree through any suitable combination of education, training, or experience.
• Demonstrated knowledge of the group Leave of Absence, Paid Family Medical Leave and Disability Insurance market, operational processes and customer experience.
• Demonstrated success bringing new software products or services to market.
• Solid business acumen to understand business problems and devise technical solutions.
• Proven experience driving priorities, managing trade-offs, and solving complex problems.
• Expertise working with cross functional teams including sales, user experience designers, and engineering teams in an Agile framework.
• Strongly recommended from peers at all levels of organization.

Nice To Haves

• Product Management/Agile Certification.
• Familiarity with FINEOS

Responsibilities

• Execution of the strategy, roadmap and delivery of digital product features and claim system features to align with the overall Leave, PFML and Disability Product offering.
• Working with cross-functional teams that may include business product management, digital, claims, contact center, customer success and IT technical product managers.
• Provides cross-functional leadership and bridges organizational gaps between different functional groups to drive the overall organizational execution on the strategy for the Leave, PFML and Disability product offering in the digital portal, claim system and associated technology systems.
• Voice of the customer and claim examiners, ensuring we deliver a customer-obsessed, but risk prudent offering.
• Analyzes customer needs and feedback (both internal and external) and the market to define a product vision that delivers value for our customers through iterative development and design thinking.
• Primary source of truth on expected results for the cross functional team, claims operations, account management, etc. to support and triage potential issues, including assistance with defect identification and reporting and tracking to resolution.
• Responsible for developing a CBA for anything slated for the roadmap and prioritization as well as doing a ROI look back for any prior development so we can prove out value as well as continuously improve upon our future CBA’s.
• Frequently interact with user and customer experience teams to understand customer pain points.
• Work with customers, service teams and claim operations to investigate and help problem solve/triage issue.
• Assist with direction on dependencies, reporting and resolution.
• Design research plans to help define customer need and value, aligned with business Product Managers.
• Set the digital product vision and strategy with appropriate stakeholder input (including the business Product Directors of Leave, PFML and Disability and the Claims Directors and the Digital Product Owner and the myBenefitsHub Product Delivery Manager).
• Work closely in partnership with the Digital Product Owner and the myBenefitsHub Product Delivery Manager to ensure that needs for the overall Leave, PFML and Disability Product offering make sense with the overall mBH experience and capabilities.
• Define the priority of features and functionality based on external and internal customer/market need and value.
• Clearly articulate the customer value and business value to the technical teams so they understand the intent behind the new product or feature release using problem statements.
• Works with IT PO, the Digital Product Owner and the myBenefitsHub Product Delivery Manager to prioritize the roadmap every quarter to identify shifts that need to happen based on current customer needs and criticality of features based on value and effort and ensure alignment with overall Digital Voya priorities and overall mBH priorities.
• Understands KPIs that need to be met for the feature.
• Define the definition of success, how it should be measured and what must be achieved to be successful.
• Provide measurable data to support recommended strategy.
• Provide clear definition for expected outcomes which enables all contributing teams to perform their roles and deliver a successful product.
• Define clear milestones for what teams must deliver and help create plans for when it could be delivered.
• Strong understanding of system functionality and data points to provide refinements for user stories to IT Product Owners and Business Analysts.
• Needs to be able to resolve issues of unclear system functionality with cross functional team to provide direction for the user story functionality.
• Help clear barriers and obstacles for the development team through clear communication with key stakeholders and provide clarity to the development teams through well-defined requirements and acceptance criteria.
• Works with UX design teams, in coordination with the mBH Product Delivery Manager, to assist them in creating mockups, wireframes and validate the designs with customers.
• Ensure release notes are provided in a timely fashion to product marketing highlighting the product features and user guides with illustrations.
• Defines clear QA and UAT testing scenarios based on features developed.
• Coordinate with appropriate QA and UAT testers on the execution of testing scenarios to ensure key requirements are met.
• Primary business resource for all UAT testing, obtains resource allocation for any UAT testing needs outside of their capability or allocations.
• Leads UAT testers with meetings, user stories, test data, defect reporting and resolution.
• Demo the pre-release version of the product with internal stakeholders, conduct training sessions and ensure product documentation is available prior to the release.
• Ensure post release validations and send release notes to internal stakeholders.
• Primary business stakeholder for release weekend and production checkout.
• Ensure product adoption with customers and identify next wave of features that improve the product.

Benefits

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level