Team Leader – Member Experience Delivery
| Company | Wellmark |
|---|---|
| Location | Des Moines, IA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Description
Job Description
Help us lead change and transform the member experience. The health care industry is changing and Wellmark is working to help change it for the better. We recognize that our health insurance members (customers) deserve health care with a focus on quality – not quantity – of care. We also recognize that health care is complex. We’re working to ensure our organization is positioned to drive deeper understanding of solutions that help our clients navigate the system and make clear, informed decisions, and we’re ensuring that we take a team-centric approach to providing that analysis to our members.
About the Career: Provide leadership of the member experience delivery portfolio, including continuous monitoring for optimization of experience and operational results. Responsible for the creation and management of the member experience roadmap, member experience project portfolio, experience economics, experience value case performance. Fully align and integrate the objectives of the member experience team, corporate goals, and operational objectives to effectively design and manage joint outcomes with business process execution teams. Collaborate with the stakeholders and Wellmark leaders to broaden the understanding or skillsets in the organization for how experiences are engineered, deployed, and continuously optimized. Collaborate with the member experience design lead, experience research lead, and key stakeholders across the organization to drive the execution of experiences across delivery teams.
Our Ideal Candidate: You have experience successfully leading full-time employees and a scalable labor force of contractors. You thrive in roles where you are focused on product management. You’re passionate about leading, coaching, and developing people. Because this role is a leader of others, you’ll directly impact the success, growth, and development of team members by setting clear expectations, defining accountabilities, coaching to each team member’s unique strengths, facilitating change, and providing an overall positive and team-centric work environment. Being a role model in behaviors that demonstrate Wellmark’s core competencies and strengths-focus is a must.
Qualifications
Preferred:
- Master’s degree in business, technology, or design program.
- Formal leadership experience in product management, channel management, or related design program management.
- Prior experience leading product-oriented organizations through use of product management practices and methodologies.
- Demonstrated understanding of how data and technology enable customer experience and human centered design.
- Prior experience leading or working closely with digital agencies or experience design teams to effectively deliver solutions aligned to the experience.
Required:
- Bachelor’s Degree in Design, Psychology, or related field; or, 6 years progressive experience in service design, ecosystem mapping in lieu of Bachelor’s Degree
- 7 years’ Service Design, Human-Centered Design, Innovation, or related design discipline to include 5 years leading complex cross-functional design projects
- Expert in design thinking methodology
- Strategic planning and development experience with proven ability to develop comprehensive, customer-centric strategic plans. Visionary, innovative, forward-thinking and customer focus
- Experience planning and leading research activities such as interviews, group sessions, observations, and synthesis sessions
- Strong written and verbal communication skills with the ability to articulate actionable business implications and recommendations to varying audiences; including engaging senior leadership and other stakeholders in decision making
- Demonstrated ability making data-driven business decisions
- Ability to work well in a team environment and be capable of building and maintaining positive relationships with other staff, departments, and customers
- Experience with autonomy and independent decision making to weigh tradeoffs and balance demands
- Track record of collaborating across disciplines (design, engineering, data science) to drive change into products
Benefits
Not Specified