Team Leader - Member Experience Delivery

Help us lead change and transform the member experience. The health care industry is changing and Wellmark is working to help change it for the better. We recognize that our health insurance members (customers) deserve health care with a focus on quality not quantity of care. We also recognize that health care is complex. Were working to ensure our organization is positioned to drive deeper understanding of solutions that help our clients navigate the system and make clear informed decisions and were ensuring that we take a teamcentric approach to providing that analysis to our members. 

About the Career: Provide leadership of the member experience delivery portfolio including continuous monitoring for optimization of experience and operational results. Responsible for the creation and management of the member experience roadmap member experience project portfolio experience economics experience value case performance. Fully align and integrate the objectives of the member experience team corporate goals and operational objectives to effectively design and manage joint outcomes with business process teams. Collaborate with the stakeholders and Wellmark leaders to broaden the understanding or skillsets in the organization for how experiences are engineered deployed and continuously optimized. Collaborate with the member experience design lead experience research lead and key stakeholders across the organization to drive the of experiences across delivery teams. 

Our Ideal Candidate: You have experience successfully leading fulltime employees and a scalable labor force of contractors. You thrive in roles where you are focused on product management. Youre passionate about leading coaching and developing people. Because this role is a leader of others youll directly impact the success growth and development of team members by setting clear expectations defining accountabilities coaching to each team members unique strengths facilitating change and providing an overall positive and teamcentric work environment. Being a role model in behaviors that demonstrate Wellmarks core competencies and strengthsfocus is a must. 

Qualifications :

Preferred:

• Masters degree in business technology or design program. 
• Formal leadership experience in product management channel management or related design program management. 
• Prior experience leading productoriented organizations through use of product management practices and methodologies. 
• Demonstrated understanding of how data and technology enable customer experience and human centered design. 
• Prior experience leading or working closely with digital agencies or experience design teams to effectively deliver solutions aligned to the experience. 

Required:

• Bachelors Degree in Design Psychology or related field; or 6 years progressive experience in service design ecosystem mapping in lieu of Bachelors Degree
• 7 years Service Design HumanCentered Design Innovation or related design discipline to include 5 years leading complex crossfunctional design projects  
• Expert in design thinking methodology
• Strategic planning and development experience with proven ability to develop comprehensive customercentric strategic plans. Visionary innovative forwardthinking and customer focus
• Experience planning and leading research activities such as interviews group sessions observations and synthesis sessions
• Strong written and verbal communication skills with the ability to articulate actionable business implications and recommendations to varying audiences; including engaging senior leadership and other stakeholders in decision making
• Demonstrated ability making datadriven 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
• Experience with autonomy and independent decision making to weigh tradeoffs and balance demands
• Track record of collaborating across disciplines (design engineering data science) to drive change into products

Additional Information :

a. Provide strategic direction and leadership for a team that supports Wellmark and divisional strategy and goals. Define the experience delivery team goals channel goals and capability strategies based on senior leadership direction and enterprise goals. Cascade and communicate strategy and initiatives to team members and supporting achievement of overall company results.

b. Provide strategic leadership of experience product delivery teams aligned to experience domains or audiences.

c. Provide strategic leadership of customer channel analysts to ensure measurement of channel activities and ensure positive experiences across all channels and touchpoints.  

d. Provide daytoday leadership of financial and human resources focusing on employee and leader coaching development performance improvement coordination budgeting and forecasting for multiple staff and department(s) specific functions/services.

e. Working directly with key stakeholders facilitate the process of creating an experience roadmap with aligned outcomes to achieve experience vision and corporate goals. Responsible for the experience roadmap experience project portfolio experience economics experience value case performance.

f. Manage experience team economics including value proposition according to outcomes delivered by experience team projects.

g. Ensure proper management disciplines and escalations of key project risks and delivery issues.

h. Provide guidance on experience delivery and tracking based on senior leadership direction and integration with the enterprise budget and funding process.

i. Contribute to the strategic leadership of experience product delivery teams aligned to experience domains.

j. Manage project delivery in a highly matrixed environment collaborating with business process teams and project teams to break down silos that limit experience efficiencies while balancing business process operational needs.

k. Develop and maintain longterm collaborative relationships with stakeholders becoming a trusted advisor and advocate for developing and applying strategic solutions to meet business needs. Develop a comprehensive indepth knowledge of Wellmarks core business processes systems and collaborate with projects/portfolio team to ensure alignment of initiatives.

l. Enable innovation and a strong understanding of industry trends to create business and user value. Pursue opportunities to use experience delivery for process improvements that help reduce costs improve service reduce risk and gain competitive advantage.

m. Lead departmental compliance with applicable legal regulatory and contractual requirements as well as with corporate policies.

n. 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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