Senior Digital Experience Manager

<strong>At Emergent Holdings, we&rsquo;re creating an innovative environment where our employees belong authentically, contribute meaningfully, and thrive intentionally &mdash; both personally and professionally.</strong>

Southfield, USA

Emergent Holdings

<p class="p1"><strong>Emergent Holdings is driven by a singular goal &mdash; improving the health and safety of our customers and our communities. How do we do that? We create innovative insurance products, technology solutions, and services to support our key stakeholders &mdash; individuals, employers, providers, and strategic partners &mdash; improving the health and safety of the people and places we serve.</strong></p>

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Competitive Compensation and Benefits Package

Overview: <br />This position works with all stakeholders across the enterprise to establish and drive the strategic direction and feature requirements for the senior&rsquo;s digital experience with BCBSM. Digital experience includes BCBSM owned properties such as and the mobile app as well as all vendor-supported interactions. The senior digital experience manager will need to understand the goals and objectives of business stakeholders and the needs, trends, and expectations of our seniors to develop a strategic roadmap for success.&nbsp;<br /><br />The manager is responsible for understanding the current experience, developing a future-state intended experience, and sponsoring the initiatives to deliver against it. This person is the expert on digital experiences for seniors and will report to the EM director of CAHPS/Customer Experience for day-to-day management. At the same time, this manager will organizationally be part of the BCBSM Customer Experience team to ensure the senior digital experience and the roadmap fully leverage enterprise expertise and capabilities.&nbsp;<br /><br /> <p><strong>WORKING CONDITIONS:</strong></p> <p>Work is performed in an office setting with no unusual hazards. Occasional travel is required.</p>
Responsibilities: <br /> <ul> <li>Defines objectives, goals, critical success factors, and measurement strategy for senior digital experiences across the member life cycle from assessing and selecting a plan through finding and getting care and paying and reconciling payment.&nbsp;</li> <li>Specifies experience requirements based on market and user experience research and business-segment needs. Creates and manages the experience roadmap.</li> <li>Manages the entire set of digital interactions including and mobile app in addition to vendor digital experiences. Adapts experience goals and objectives to changing business and user needs. Monitors and communicates experience performance against defined metrics. Acts as the senior experience owner, much like there a digital product owner, to convey the vision and maximize the business value deliverer by BCBSM Participates in team activities including release planning, sprint planning, daily stand-up meetings, reviews/demos, retrospective, and other scrum-related meetings.</li> <li>Engages with stakeholders to understand needs, interests, and requirements; anticipates future needs and consults on best practices and inclusion of new requests into product roadmaps.</li> <li>Leads product innovation initiatives; participate in broader Digital Experience innovation initiatives</li> <li>Leads and participates in workgroups and task forces in order to complete special assignments and projects.</li> </ul>
Requirements: <br /> <p><strong>EDUCATION:</strong></p> <ul> <li>Bachelor&rsquo;s degree in Marketing, Digital Marketing or equivalent.&nbsp;</li> <li>Master&rsquo;s degree is required. &nbsp;</li> <li>Relevant combination of education and experience may be considered in lieu of degree.&nbsp;</li> <li>Five&nbsp;plus years of software marketing/product management experience.</li> <li>Experience with Agile methodology strongly preferred.</li> <li>Experienced digital professional with practical experience within a large organization defining and managing experience improvements to market.</li> </ul> <p>&nbsp;</p> <p><strong>EXPERIENCE:</strong></p> <ul> <li>Ten years experience of progressive responsibility in a business environment with demonstrated technical knowledge that provides the necessary knowledge, skills, and abilities required.&nbsp;</li> <li>Five years supervisory or lead experience in business required.&nbsp;</li> </ul> <p>&nbsp;</p> <p><strong>SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:</strong></p> <ul> <li>Excellent analytical, organizational, planning, verbal, and written communication skills required.</li> <li>Proficient in work that involves analysis, organization, planning, presentation development, problem resolution, sales, strategy, and innovation.</li> <li>In-depth knowledge of the product development, management, and evaluation process. Digital product management experience strongly preferred.</li> <li>Requires business acumen, organizational assessment, creativity, interpersonal skills, and quantitative analytical abilities.</li> <li>Must be an outstanding communicator and be comfortable interacting with a diverse group of technical and non-technical people including senior executives, sales, marketing, development, operations, customers, and business partners.</li> <li>Demonstrated ability to influence across all levels of an organization and to gain buy-in for plans.</li> <li>Marketing and business acumen - key insight and ability to connect the dots for self and others.</li> <li>Mastery of multiple channels and understanding of right channel, right customer.</li> <li>Demonstrated ability to use data and metrics to back up assumptions and develop business cases.&nbsp;</li> <li>Ability to establish workflows, manage multiple projects, and meet necessary deadlines.</li> </ul>