Team Leader - Member Experience Delivery

Why Wellmark: We are a mutual insurance company owned by our policy holders across Iowa and South Dakota, and we’ve built our reputation on over 80 years’ worth of trust. We are not motivated by profits. We are motivated by the well-being of our friends, family, and neighbors–our members. If you’re passionate about joining an organization working hard to put its members first, to provide best-in-class service, and one that is committed to sustainability and innovation, consider applying today! 

Learn more about our unique benefit offerings here. 

Want to know more? You can learn about life at Wellmark here.

Why Wellmark Technology? Wellmark is building innovative, modern solutions using cutting edge technology. We are driving organizational transformation and business strategy by empowering our technology team to innovate new and elegant solutions to enhance the customer experience. Together, we are leaning into the future, owning the outcome, and driving organizational change to transform how we work. 

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: 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 execution 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 execution of experiences across delivery teams. 

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

Preferred:

• Master’s degree in business, technology, or design program. 
• Formal leadership experience in product management, channel management, or related design program management. 
• Prior experience leading product-oriented 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:

• Bachelor's Degree in Design, Psychology, or related field; or, 6 years progressive experience in service design, ecosystem mapping in lieu of Bachelor's Degree
• 7 years’ Service Design, Human-Centered Design, Innovation, or related design discipline to include 5 years leading complex cross-functional design projects  
• Expert in design thinking methodology
• Strategic planning and development experience with proven ability to develop comprehensive, customer-centric strategic plans. Visionary, innovative, forward-thinking 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 data-driven 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

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 day-to-day 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 execution teams and project teams to break down silos that limit experience efficiencies while balancing business process operational needs.

k. Develop and maintain long-term collaborative relationships with stakeholders, becoming a trusted advisor and advocate for developing and applying strategic solutions to meet business needs. Develop a comprehensive in-depth knowledge of Wellmark’s 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.

Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact us at [email protected]

Please inform us if you meet the definition of a "Covered DoD official".