Job Description

As an Experience Channel Manager, you will be responsible for the definition, prioritization, delivery, and operations of interaction (digital and direct mail) channels to create the best possible user experience for customers. In addition, you will ensure user channel experience is in alignment with corporate strategies and continuously optimized by leveraging user and market research, multi-channel economics, user personas and segmentation, optimization methods, operational measurement, and voice of the customer feedback loops. You will apply a product-centric approach to planning, analyzing, and deploying channel experience solutions. Lastly, you will use effective relationship management skills to collaborate with cross-divisional business stakeholders to identify and prioritize specific user needs for features and enhancements, ensuring an effective multi-channel user experience.

Qualifications

Preferred:

• Prior experience from a leading consumer brand recognized by customers for experience.
• Consumer product or internet software product management experience.
• 3 or more years working in or with lean and agile software delivery teams.
• Prior experience working with design professionals, within a design-thinking process.
• Prior experience managing the strategy, roadmap and operations of consumer digital customer service channels, preferably including mobile experience.

Required:

• Bachelor's degree or direct and applicable work experience
• Minimum of 4+ years of relevant experience including experience with agile business analysis, including documentation of features, user stories, and test requirements, as well as process documentation.
• Strong consultation, interpersonal, and relationship management skills with the ability to make decisions, influence, and solicit cooperation and consensus from key stakeholders and leadership.
• Must be able to understand the needs of others, ask meaningful questions, distill relevant information into actionable solutions.
• Strong verbal and written communication skills with the ability to articulate accurate information to stakeholders, including key decision makers.
• Familiarity with design thinking, and lean and agile software delivery.
• Ability to identify approaches, risks, and mitigation strategies to meet functional user needs.
• 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.
• Software Development Lifecycle (SDLC) knowledge.
• Travel limited, 5% or less.

Additional Information

a. In collaboration with leadership and Experience Manager, define the strategy, goals, metrics and roadmaps for assigned experience channels used by internal and external customers. Deliver a multi-year strategic roadmap, consistently evaluating projects, business needs, user/member needs, and organizational goals.

b. Use and interpret relevant internal and external research/analytics to build expertise on channel’s user base to create solutions that exceed customer expectations and the overall experience requirements. Incorporate research and feedback into decision-making to iterate on features and functionality to achieve optimal user experiences within each defined channel. Analyze performance data and propose recommendations for improvement after specific channel feature launches.

c. Manage the strategic investment in the channel by participating in the project governance process and clearly articulating the value of new features and functionality for the member experience as well as the return on investment for Wellmark.

d. Partner with leadership, technical and user experience design experts, business process execution teams and other stakeholders to create logical feature/functionality multi-year release plans.

e. Conduct ideation and design thinking sessions in cooperation with appropriate stakeholders to ensure goals are accounted for in the channel roadmap. Work collaboratively with Experience Leads, Experience Managers, Business Systems Analysts and other stakeholders to ensure that detailed requirements are in alignment with channel and user experience goals and roadmap. Work collaboratively with UX Designers to ensure that member experience designs are in alignment with user goals.

f. Partner effectively with Experience Design and Experience Execution teams to ensure channel roadmap priorities align with member/user experience product strategy and roadmaps.

g. Assist in coordinating with the Business Process Execution teams during the discover, design, and delivery phases for key projects and each release within the channel roadmap.

h. Understand related industry trends that can create business and user value. Pursue opportunities to new channel features for process improvements that help reduce costs, improve service, reduce risk, and gain competitive advantage.

i. Work collaboratively with appropriate stakeholders and leadership to ensure the execution of channel roadmaps are effectively aligned to active and planned projects.

j. Other duties as assigned.

All your information will be kept confidential according to EEO guidelines.

_ _ An Equal Opportunity Employer__

The policy of Wellmark Blue Cross Blue Shield is to recruit, hire, train and promote individuals in all job classifications without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or any other characteristic protected by law.

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