Vice President, Customer Technology and Experience - Des Moines, United States - Wellmark, Inc.

Description

Job Description

Why Wellmark: We are a mutual insurance company owned by our policy holders across Iowa and South Dakota, and we've built our reputation on over 80 years' worth of trust. We are not motivated by profits. We are motivated by the well-being of our friends, family, and neighbors–our members. If you're passionate about joining an organization working hard to put its members first, to provide best-in-class service, and one that is committed to sustainability and innovation, consider applying today

Why Wellmark Technology? Wellmark is building innovative, modern solutions using cutting edge technology. We are driving organizational transformation and business strategy by empowering our technology team to innovate new and elegant solutions to enhance the customer experience. Together, we are leaning into the future, owning the outcome, and driving organizational change to transform how we work.

As a crucial leadership role on the Technology Senior Leadership Team, you will define and provide leadership, strategic direction, and oversight of the organization's market-facing technology products, customer experience strategy, digital strategy, and workforce technology strategy in collaboration with the broader senior leadership team. You will develop and foster a strategic focus on the intersection of experience, digital, technology, and operations with the aim to, balance the company's business model and operating environment with the desire to deliver competitive experiences for customers and employees. You will have the opportunity to lead the strategic and operational partnership between Technology and the company for the delivery and operations of IT Products. In partnership with the CIO and Technology Leadership, you will ensure that enterprise business system planning, and delivery align with the organization's strategic objectives.

Required:

• Bachelor's degree in Technology, Business Administration, Finance or related field or equivalent work experience
• 10+ years of progressive leadership experience in a complex enterprise. Proven experience in strategic planning and aligning customer experience and technology strategy to deliver on business objectives. Experience delivering customer experience focused technology solutions in support of strategic business initiatives and programs.
• Effectively leads the scoping of Epics/Projects/Programs; sets clear and defined objectives and goals and measures performance against goals/results. Experience leading and managing, to successful outcomes, complex projects involving diverse professional and non-professional staff and consultants, and requiring working collaboratively with other departments, disciplines, and staff at a variety of levels.
• Expertise in leveraging industry knowledge, technical expertise, and relationship building skills to quickly build rapport, credibility, and collaborative partnerships with peers, leaders, and stakeholders; applies skillful consulting abilities to influence corporate decisions.
• A humanistic approach to leadership with extensive experience in building, leading, motivating, evaluating teams and complex programs. A collaborative leader; experience building consensus and influencing decisions through the development and maintenance of effective working relationships with executive management. Executive presence and ability to deliver a variety of messages to a variety of audiences including board presentations.
• Is forward-thinking, exhibits the ability to learn quickly; advocates and leads change efforts; analyzes successes and failures for improvement opportunities; enjoys challenges. Experience planning and implementing change initiatives, remaining flexible to meet constantly changing and sometimes opposing demands. Supports innovation and creativity by encouraging staff to accept and resolve challenges.

Preferred:

• Master of Business Administration (MBA)

a. Strategy – In partnership with Senior Leader, develop and implement the strategic business plan and operational goals. Establish and manage enterprise planning, delivery execution, operations, financial management/budgeting, vendor management, staffing model, governance, operational risk, metrics and dashboards, and flexibility in delivering IT products and services to all internal and external stakeholders.

b. Enterprise Leadership - Provide strategic direction and leadership for a team of professional staff involved in the enterprise planning, building, and operations functions that support Wellmark and divisional strategy and goals. Cascade and communicate strategy and initiatives to team members, driving customer/stakeholder service, supporting achievement of divisional and overall company results.

c. Team Leadership - Provide leadership and day-to-day management of financial and human resources, primarily focusing on employee and leader coaching and mentoring, development, performance management and improvement, coordination and budgeting for staff, and department(s) specific functions/services.

d. Lead the efforts related to digital and customer experience strategy, elevating Wellmark from digital competence and usage to full digital transformation that improves performance and the reach of Wellmark products, services, and technical capabilities. Transformation efforts will align with and positively impact the customer experience, employee experience, operational processes, value proposition, and business model. Transformation will be both internal and external to the organization, positively impacting the way we delivery capabilities into the market.

e. Identify and monitor key competitor commercial and business initiatives as well as industry trends and proactively communicate their impact on Wellmark, with an emphasis on how technology and experience led disruptions create economic and competitive value. Possess a deep understanding of customer experience, technology strategy, and digital business models, with knowledge of current and future policies, practices, and trends in technology affecting the industry and business environment.

f. Lead the planning, implementation and operation of technology that meet the needs of clients and members through new insurance products, benefits and services, marketing capabilities, digital channels, and sales and customer relationship management solutions.

g. Lead the organization's workforce technology strategy with the aim to improve productivity and experience of team members by delivering the latest device, collaboration, and content management capabilities. Partner effectively with customers and key stakeholders (e.g., information security) to deliver solutions that accomplish end user experience goals while meeting organizational needs.

h. Responsible for developing and overseeing an aligned strategy across all member touchpoints. Partner with key stakeholders to review, prioritize, and make recommendations to enhance member experiences that will drive efficiencies, streamline processes, and create solutions for member pain points.

i. Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering end-to-end member experience across engagement channels and touchpoints in the member journey aligned to the member experience vision. Collaborate with key strategic partners across the enterprise to ensure experiences that meet member needs are delivered cohesively with strategic intent across all channels.

j. Contribute to the development maintenance of a member experience centric culture across the organization.

k. Provide oversight and strategic direction to leaders and global teams that lead strategic initiatives and technology operations that are multi-functional and highly complex. Coach, mentor and develop talent to apply business acumen to a portfolio of IT products and Epics. Lead the team through the full product lifecycle with the aim to optimize customer value while managing risk, resiliency, and security.

l. Provide direction of oversight for the execution of Communities of Practice (CoP) and Centers of Excellence (CoEs) that span key functions and disciplines across the division, including user experience, business analysis, agile, product management, architecture and design, software engineering, quality engineering and production operations. Advance the maturity of disciplines aligned to leading industry best practices.

m. Other duties as assigned.

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

This job requires a non-compete agreement.

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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