End-to-End Experience Manager - Hopkins, MN

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for. · We'r ...

Job description

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.

At Medica, we want our members to feel cared for in the moments that matter most to them. The End-to-End (E2E) Experience Manager plays a key role in achieving this goal by owning the end-to-end consumer experience for specific lines of business, developing strategies, defining initiatives, and driving execution across teams to address experience improvements both reactively and proactively.

This role leverages insights and leads cross-functional collaboration with Product, Marketing, Operations, IT, and Digital teams to ideate, strategize, and execute experience initiatives. The position develops business cases, maintains a prioritized roadmap, monitors KPIs across the journey, and socializes results with stakeholders to advance the consumer experience. They will also perform other duties as assigned.

Key Accountabilities
Insights + Ideation

• Synthesize insights and lead human-centered design exercises to deepen understanding of the experiences our audiences have with us, supporting solution ideation and prioritization
• Engage with Journey Mapping and Experience Analysts to leverage their insights in addressing consumer needs, and continuously refresh and refine roadmaps and action plans based on identified opportunities

Strategy + Roadmap

• Develop strategies and business cases to improve the end-to-end consumer experience based on consumer insights, market trends, and business objectives
• Maintain a roadmap of prioritized improvements and drive steady progress across teams
• Regularly report on the consumer experience improvements roadmap and action plans

Experience & KPI Management

• Engage with Voice of Customer/Customer Insights to capture insights, monitor KPIs, and track progress toward improving consumer experience
• Monitor KPIs across the end-to-end journey for continuous improvement. Socialize results and opportunity areas, and hold teams accountable for measurable progress
• Maintain journey maps to reflect implemented enhancements and act as the source of truth for consumer journeys by line of business

Required Qualifications

• Bachelor's degree in business, Operations, Marketing, Design, or related field
• 7 years of work experience beyond degree

Preferred Qualifications

• Experience in health insurance/health care industry
• 3+ years in customer experience, journey management, or related field

Skills And Abilities

• Demonstrated ability to lead cross-functional groups through ideation and execution
• Demonstrated experience building business cases, maintaining and making measurable progress on roadmaps
• Strong analytical and strategic thinking skills
• Expert communication and presentation skills
• Demonstrated ability to influence and align senior leaders and cross-functional teams
• Ability to operate effectively in a fast-paced, deadline-driven environment

This position is an Office role, which requires an employee to work onsite at our Minnetonka, MN office, on average, 3 days per week.

The full salary grade for this position is $115,400 – $197,800. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $115,400 - $156,560. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data.  In addition to compensation, Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information is provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

Eligibility to work in the US:
Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.