VP, Product-Member Experience

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

Reporting to the Chief Product Officer, the VP Product - Member Experience will work directly with cross-functional leadership (GM, CPO, CMO, etc) to plan and prioritize the business unit’s future objectives to achieve business growth, quality and efficiency. The VP will be responsible for defining and delivering Member Experience solutions for Payer customers, ensuring execution of strategic product initiatives, and collaborating with other business units, senior leaders, and cross functional departments to drive value through products for customers.

The VP Product – Member Experience will play a pivotal role in the development of the Payer Business Strategy and Product Strategy. This role will focus on accelerating revenue growth through proactive identification, development and execution of initiatives leveraging knowledge of the company, business unit strategy, markets, and end users. This person will serve as a key subject-matter expert and work closely with the company's marketing, product, engineering, research, advisory, delivery, sales, and other cross functional departments. This person will work closely with the General Manager to establish the necessary business metrics and analytics to effectively manage the business.     

The ideal candidate will have experience working with internal and external executives to develop and execute growth-focused projects including go-to-market strategies, business case development, and product packaging. The candidate will also have extensive experience managing a business or portfolio of products balancing product portfolio prioritization to achieve overall business growth goals. Additionally, the ideal candidate will leverage deep Payer experience and expertise around measurement and improvement of member experience for regulatory (HOS, Medicare CAHPS, HEDIS CAHPS and QHP Enrollee Survey) and non-regulatory programs (Behavior Health, Provider Satisfaction, Member Journey Continuous Listening, etc).

Duties and Responsibilities

• Partner with GM and Payer leadership team, engineering and cross business unit VPs to accelerate advancement of Payer business including product, delivery, growth, and strategy.
• Serve as a subject-matter expert for regulatory (HOS, Medicare CAHPS, HEDIS CAHPS and QHP Enrollee Survey) and non-regulatory (Behavior Health, Provider Satisfaction, Member Journey Continuous Listening, etc) programs to optimize the Payer solutions, product roadmaps, and delivery model. This includes handling inquiries, developing content, and dissemination of communications including major product releases and enhancements. Facilitate connection and communication between sales leaders and Product for customer implementations and sales.
• Develop strategies for growth - Work directly with the business unit’s General Manager and other leadership personnel to define strategies and priorities for market growth, revenue increases, and product expansion in existing clients. This includes quarterly Payer strategic planning and prioritization processes to ensure alignment across the business unit leaders and PGForsta.
• Solve problems and accelerate decision making - includes leading cross functional teams, easing communications, and uniting people across the organization to keep Payer priority projects moving forward. This person will be the right hand of the CPO and GM to drive success for the Member Experience Business Unit.
• Continuously scan the organization, market and competitors to identify most pressing, unmet needs for the business unit including competitive pressures and differentiation
• Utilize market knowledge, research and expertise to develop build-buy decisions for product development and innovation
• Work closely with marketing, sales, and product leadership to achieve growth targets. This includes supporting the development of product strategies, adherence to PDLC, creation of go-to-market plans and support of client go-lives.
• Partner with Finance and other departments to support the analytics and reporting necessary to run the business and achieve the strategic plan.
• Deliver timely updates and identify key roadblocks and mitigation on initiatives under the Vice President’s management.

• Requires 10+ years progressively responsible experience in product management and delivering next generation innovative products in the Payer space
• Experience working with Member Experience products collecting and analyzing member data
• Deep / Expert industry knowledge and expertise in Payer Regulatory programs (HOS, Medicare CAHPS, HEDIS CAHPS and QHP Enrollee Survey) with experience in executing to achieve positive results year over year
• Deep knowledge and experience building and delivering SaaS software products
• Ability to and history with bringing new innovative products to market (from market need and concept to market results)
• Experience working with and communicating with cross functional stakeholders to drive alignment across multiple departments
• Experience with Customer/Patient/Member Experience software platforms
• Direct experience with SaaS products including pricing models, operational implementation / support and user experience
• Strong ability and ability to leverage data analytics and AI/ML to measure the quality of care and deliver actionable satisfaction information to Payers to drive results.
• Performance Skills/Competencies: The below categories represent general skill sets that are required by this position. The level of proficiency & priority required by this position are defined by the following scales.
  • Communication and Influence: Ability to communicate strategic items and influence organization to act and move towards strategic direction and innovative solutions
  • Delivery: Ability to deliver on strategic roadmap through direct and indirect methods (including partnerships)
  • Value & Metric Driven: Able to express value in the context of financial and / or other metrics
  • Strategic Thinking: Able to think strategically, developing innovative and novel approaches to meet market needs and drive differentiation and new products
  • User Focused: Focus on users and customers for all strategic directions
  • Coaching & Mentorship: Strong in a desire to coach others and mentor
  • Teaching & Learning: Excellent and passionate about teaching market, product and technology concepts and a strong desire to continue to learn
  • Stakeholder Management: Able to communicate and manage stakeholders to deliver what’s needed without being nearsighted and reactive.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Forsta we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

The expected base salary for this position ranges from $125,000-$140,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.  

All your information will be kept confidential according to EEO guidelines.

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