CX Measurements Product Manager

Job Summary
"Florida Blue is looking for a Product Manager to work with leadership to shape and drive digital channel advancements, redefining the healthcare experience of our constituents. This position requires an inspirational, high-energy leader who will advocate and push our digital experience to the next level and unlock breakthrough customer and business results. The Product Manager represents the Digital channel and maintains collaborative relationships with stakeholders across the organization to promote channel engagement and serves as liaison on work requests. They work closely with segment and functional leadership and execution teams to drive results for major digital user experience initiatives from initial problem definition through go-to-market. The Product Manager applies advance knowledge of product management and/or development and general knowledge of user experience disciplines, the health insurance industry, and lean process thinking to lead large customer initiatives that span multiple functional areas and represent significant investment spend. The Product Manager brings fresh thinking to the experience team and is willing to challenge the status quo and create a best in class user experience. The Product Manager leads work to assess and benchmark the current experience vs best-practices within and outside the health insurance industry. In addition, this role demonstrates, in a compelling fashion, ROI/cost-benefit rationale for the experience roadmap. Collaborates closely with team members to craft extraordinary user experiences across multi-modal products and platforms"

Essential Functions

• The essential functions listed represent the major duties of this role, additional duties may be assigned.
• Plan and oversee large scale user experience digital transformation initiatives; including the definition, design, development, implementation, and integration of people, processes, and technology that lead to measurable experience and administrative cost outcomes. (20%)
• Gathering business insights and assessing Digital impacts to build a Product strategy; including product vision; high-level functionality and business case creation. (20%)
• Prioritize and maintain backlog in alignment with product vision and strategy (15%)
• " Serve as the lead, partnering closely with Executive Sponsor(s), Business Lead, segment leadership, and IT partners through key initiative(s); serve as thought leader on applying user experience (ux) methodology to business problems (10%)
• Lead experience metric definition to translate user expectations into KPIs and operational metrics. (10%)
• Lead cost/benefit assessment to define potential financial, business, and industry impacts of initiatives. 5% (5%)
• Manage risk by establishing project management processes (regular status reports, etc.) to address execution challenges. (5%)
• Guide the initiative through steering and formal gate request process. (5%)
• Mentor junior team members (5%)
• Represents the Digital organization and maintains collaborative relationships with stakeholders across the organization to promote channel engagement and serves as liaison on work requests. (5%)

Qualifications

Required Work Experience
6+ years related work experience. Experience Details:

Required Management Experience
No supervisory/management experience required

Required Education
Related Bachelor's degree or additional related equivalent work experience

Additional Required Qualifications
Strong understanding of user experience (ux) design principles and priorities around the customer journey: capturing voice of customer, drawing out customer insights, qualitative and quantitative analyzing customer data, designing solutions, etc. Experience leading teams in a matrixed environment with reporting responsibilities to two or more different areas. Must have strong business acumen, broad knowledge of health care and the ability to influence business decisions & directions for initiative. Understanding of projects with technology components (e.g., implementation lifecycle: requirements gathering, design, testing, etc.). Demonstrated experience building a Product strategy, including product vision and roadmap; high-level functionality and business case creation. Ability to balance user needs, technical constraints, and business objectives to solve problems effectively. Ability to translate work i.e. strategy / proposal /plans into effective PowerPoint decks with clear story to engage stakeholders and decisionmakers.

Additional Preferred Qualifications
Business knowledge of Florida Blue specifically is preferred. Lean/Six Sigma certification or Product Management certification. Experience applying Customer Experience disciplines. Demonstrated success leading a matrixed team. Strong leadership and teamwork skills. Hands-on experience is with proven track record of delivering business projects with technology components. Strong communication skills and the ability to communicate appropriately at all levels of the organization.

General Physical Demands
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

Physical/Environmental Activities
Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally

What We Offer:
As a Florida Blue employee, you will thrive in our Be Well, Work Well, GuideWell culture where being well as an individual, and working well as a team, are both important in serving our members and communities.

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:

• Medical, dental, vision, life and global travel health insurance;
• Income protection benefits: life insurance, Short- and long-term disability programs;
• Leave programs to support personal circumstances;
• Retirement Savings Plan includes employer match;
• Paid time off, volunteer time off, 10 holidays and 2 Well-being days;
• Additional voluntary benefits available; and
• A comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.

To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.

Annualized Salary Range: $97,900 - $159,100

Typical Annualized Hiring Range: $97,900 - $122,400

Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.