Program Manager, Member Experience

Position Summary

The Program Manager oversees and optimizes the member's service and support journey. This role involves leading cross-functional and cross-channel teams to analyze, map, develop, orchestrate, and continuously improve member journeys to ensure seamless and personalized member experiences across channels.

Essential Duties And Responsibilities

• Analyze member journeys: Collaborates with business and data analysts to gather and analyze data to understand current member journeys, pain points, and opportunities. Prioritizes key journeys based on data-driven insights and business objectives. Presents cases for journey improvements to senior leadership to secure buy-in.
• Develop Journey Maps: Leads journey teams in developing detailed, data-driven journey maps that illustrate current-state journeys and identify areas for improvement. Utilizes data and member stories to illustrate the need for change and the benefits of proposed solutions.
• Design and Implement Improvements: Designs and implements new or improved member journeys based on identified opportunities. This will involve leading ideation workshops, prioritizing improvement ideas, doing rapid prototyping, and conducting user testing sessions. Coordinates IT and channel teams to integrate necessary changes.
• Orchestrate Member Interactions: Utilizes journey orchestration tools to personalize and optimize member interactions in real time. Ensures seamless cross-channel experiences by aligning efforts across different teams and departments.
• Maintain Member-centric Focus: Ensures that member needs and behaviors are at the forefront of all journey improvements. Designs and delivers low-effort, high-value member experiences.
• Support Efforts To Refine The Journey Management Discipline: Identifies and prioritizes improvements to the journey management process itself, including data, processes, and technology. Tracks and implements back-end process improvements to enhance data quality, member feedback mechanisms, and system integrations. Collaborates with the team to refine the journey management discipline, ensuring continuous improvement and increased control over member journeys.
• Regularly reports on progress to the service leadership, presenting key metrics and performance dashboards to demonstrate ongoing performance. Provides data-driven insights and recommendations to support strategic decision making and continuous improvement efforts.