End User Experience Line Lead with Security Clearance - Arlington, VA, United States - Marathon TS Inc

Description

End User Experience Line Lead Washington DC Metro area (Preferred) / Fully Remote Marathon TS is seeking an End User Experience (EUE) Line Lead to help with the digital health transformation efforts within the program management office
This role is pivotal in driving the enhancement of user experiences across our digital health platforms and products, ensuring that our technology solutions are both effective and efficient for all users with streamlined communication across the Program
This role will work with the Platforms Line Manager to lead the EUE Customer Success Function (CSF) and coordinate the support of the adoption, training, and user experience (UX) specialists within the PMO's Center of Excellence (CoE)
This role will also coordinate with the Business/Clinical Workflow Adoption team and the Customer Experience (CX) Analytics team within the EUE and Subject Matter Experts (SMEs) platforms
Key responsibilities include collaborating with Customer Success Managers (CSM) to integrate user feedback, develop user satisfaction survey measures, enhance technology solutions through a focus on the end-user, leading the Socialization Strategy Team in the effective dissemination of product updates, and developing targeted training programs to ensure digital solutions are seamlessly integrated into DHMSM customer workflows
This role's primary responsibility will be to lead the EUE CSF team, strengthen DHMSM PMO's relationships with key federal agencies, and working with the EUE Team Coordinator to drive engagement, schedule meetings, report on updates, and help ensure the teams' goals are aligned with the overall platform strategy of the organization
Success in this role looks like having a pulse on all communications, strategies, and operations within EUE., Strong candidates will ensure the EUE team functions are engaging appropriately with one another and that customer requests are efficiently triaged and addressed promptly
Monitoring day-to-day operations and escalating personnel risks to minimize disruption in work delivery is essential
This person should be able to inspire and empower the EUE team members to deliver against their respective priorities, objectives, and key performance indicators (KPIs), keeping up to date with industry best practices and incorporating Lessons Learned
In addition, this person should coordinate and drive work independently, accurately prioritize EUE tasks, and develop informed CX/UX recommendations
This role will work closely with Prime contractor team members, government leaders, vendors, and subcontractors in support of the program


JOB RESPONSIBILITIES:

Summary of responsibilities:

• Lead the EUE Customer Success Function (CSF) and the Center of Excellence (CoE) to enhance digital health platforms and products
• Support CSF to foster strong relationships with key DHMSM customers by prioritizing end-user needs and ensuring alignment with overall platform strategy
• Support collaboration and integration efforts Detailed responsibilities: Lead the EUE Customer Success Function (CSF) and the Center of Excellence (CoE) to enhance digital health platforms and products
• Oversee the integration of user feedback to improve technology solutions, ensuring that end-user experiences are at the forefront of sustainment
• Deploy CoE specialist resources effectively with a CSM to interface with the Products team to address user needs and challenges
• Foster end user adoption by providing comprehensive change management and communication strategies
• Drive a robust training strategy to enable end users to effectively use new products and updates
• Work closely with Clinical/Business Workflow Adoption and CX Analytics functions within the SMEs team to ensure EHR updates are seamless and that analytics insights inform product adoption, feature utilization, billing operations, and value creation
• Utilize customer journey mapping and persona development to guide enhancements in digital health platforms, ensuring that design and updates are user-focused and aligned with strategic objectives Support CSF to foster strong relationships with key customers by prioritizing end-user needs and ensuring alignment with overall platform strategy
• Support CSMs to serve as the bridge between the products and the customers, providing support on products to end users and providing end user input to product teams
• Incorporate feedback into ongoing product evolution
• Oversee the design and development of user surveys, focus groups, and customer interviews
• Oversee the allocation of CoE specialists to CSM to support ongoing customer support requests
• Collaborate with CSMs to ensure that the design and development of new features are grounded in real user feedback and aligned with user expectations and behaviors S upport collaboration and integration efforts
• Build and maintain strong collaborative relationships across teams, acting as a liaison and ensuring seamless communication and integration of efforts towards meeting organizational goals
• Identify and escalate risks to minimize disruptions and ensure timely delivery of projects; develop risk management strategies to identify issues early on and devise contingency plans to address them to prevent disruptions in service delivery

Inspire and empower EUE team members to achieve their KPIs and deliver on their respective priorities, incorporating industry best practices and lessons learned into daily operations BASIC JOB REQUIREMENTS:

• Prior managerial experience (min 3-5 years) in customer success and CX/UX functions in a government, tech or healthcare provider organization
• Experience in government healthcare (preferred)
• Bachelor's degree required, Master's degree preferred

Proficient computer skills:
Excel, PowerPoint, Teams, SharePoint, Outlook

• Strong written and verbal comms
• U.S

citizenship required

Ability to obtain a government-issued CAC (Common Access Card) KEY COMPETENCIES :

• Knowledge of UX best practices and human-centered design (HCD) approaches
• Knowledge of government policies and procedures related to product development and deployment
• Strong program and project management skills
• Able to coordinate multiple team functions to collaborate effectively
• Ability to hold others accountable and push back when necessary
• Meticulous attention to detail and follow-through is a must; performs tasks with high degree of accuracy, efficiency, and timeliness
• Excellent organization and time management skills; ability to meet deadlines
• Experience developing user personas, journey maps, service design blueprints, or other HCD artifacts
• Ability to handle competing priorities and work effectively in a challenging, fast-paced environment
• Ability to work independently, set priorities, plan workflow, and take initiative
• Ability to team with others and to persuade effectively, influence and negotiate, as appropriate
• Strong interpersonal and communication skills to develop effective working relationships with staff while demonstrating a positive, personal, and professional image; highly responsive
• Ability to analyze and present data in a meaningful way
• Project self-confidence, authority, and enthusiasm
• Flexible, positive team player; outstanding customer service orientation
• Ability to handle difficult situations with poise and tact, maintain confidentiality at all times, and exhibit good judgment
• Excellent verbal and written communication skills #cjjobs Marathon TS is committed to the development of a creative, diverse and inclusive work environment

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Marathon TS will be based on merit, qualifications, and abilities

Marathon TS does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status").