Wellmark - Des Moines Digital Analyst - Member (Customer) Experience Team in Des Moines, Iowa
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. We’re 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 we’re ensuring that we take a team-centric approach to providing that analysis to our members.
About the Career: With oversight and support from leadership, you will be responsible for the analysis, execution and operations of channels used by customers. You will ensure alignment to the delivery of a continuously optimized channel by leveraging user and market research, channel economics, user personas and segmentation and ongoing operational feedback through measurements. You will partner with key stakeholders to identify and prioritize specific user needs for features and enhancements. And you will build and develop trusting relationships with a variety of stakeholders in order to ensure an effective channel user experience.
Our Ideal Candidate: You feel effective when you can effectively articulate your recommendations and influence decisions to optimize the channel. You are inquisitive and focused on making data driven decisions/recommendations. While you may be new to the insurance industry, you are engaged in learning Wellmark as a business and the members we serve.
Click here to learn more about us and meet a couple of our members (customers).
Bachelor's Degree or direct and applicable work experience
Four years relevant experience including:
Ability to contribute to data-driven business decisions
Experience with agile business analysis, including documentation of user stories and test requirements, process documentation
The ability to work well in a team environment and be capable of building and maintaining positive relationships with other staff, departments, and customers.
Ability to identify approaches, risks, mitigation strategies to meet functional user needs.
Consulting skills required with, excellent communication, collaboration and interpersonal skills
Prior experience from a leading consumer brand recognized by customers for experience
Consumer product or internet software product management experience
Three or more years working in agile software delivery teams
Prior experience working with design professionals, within a design thinking process
Prior experience managing the strategy, roadmap and operations of consumer digital customer service channels, preferably including mobile experience.
a. In collaboration with leadership, execute on designated components of a multi-year roadmap for assigned channels used by internal and external customers.
b. Analyze channel usage and interpret research, in order to create solutions that meet those needs. Incorporate research and feedback into analysis of channel performance data and make suggestions for improvement after specific channel features launch.
c. Contribute to the management of investments for the assigned channels by participating in the project and operational processes, and in the identification of new features and functionality for the user.
d. Partner effectively with Experience Design and Experience Execution teams to ensure channel roadmap priorities align with user experience product strategy and roadmaps.
e. Assist in coordinating with the Business Process Execution teams during the discover, design, and delivery phases for each release within the channel roadmap.
f. Partner with leadership, technical experts, user experience design experts, business process execution teams and other stakeholders to contribute to logical feature/functionality multi-year release plans.
g. Participate in ideation and design thinking sessions in cooperation with appropriate stakeholders to ensure goals are accounted for in the channel roadmap. Work collaboratively with Experience Leads, Experience Managers, Business Systems Analysts and other stakeholders to ensure that detailed requirements are in alignment with channel and user experience goals and roadmap. Work collaboratively with UX Designers to ensure that experience designs are in alignment with user goals.
h. Understand related industry trends that can create business and user value.
i. Work collaboratively with appropriate stakeholders and leadership to ensure the execution of channel roadmaps are effectively aligned to active and planned projects.
j. Other duties as assigned.
Posting Title: Digital Analyst - Member (Customer) Experience Team
Requisition ID: 214161
REQUIRES NON-COMPETE?: No
External Company Name: Wellmark Blue Cross and Blue Shield
External Company URL: www.wellmark.com