Sr Dir, Experience

Full-time | Plymouth Meeting

Hello we’re Accolade.

We have an opportunity to change the way consumers experience the healthcare system that’s really not working in their favor. Our mission is to make life better for the consumer, drive costs down for the business, and actually make people healthier through compassion, expertise, and technology.

Job Details

Accolade provides personalized health and benefits solutions designed to empower every person to live their healthiest life. We help millions of people and their employers navigate the complexities of the healthcare system with empathy, expertise and through exceptional service while supporting them in lowering the cost of care and improving health outcomes. Accolade blends technology-enabled health and benefits solutions, specialized support from Accolade Health Assistants® and Clinicians and access to expert medical opinion services for high-cost treatment decisions. We consistently receive consumer satisfaction ratings over 90 percent and have been recognized by Inc. Magazine as a Top Place to Work 2020 and Business Intelligence for Excellence in Customer Service 2020. Please visit us on LinkedIn, Twitter, Instagram and Facebook and at accolade.com.

Role overview

The Senior Director, Experience reporting to VP, Experience will help set the strategic vision and lead an experience team that is responsible for defining and evolving the Accolade Experience into a world-class healthcare experience for Accolade’s Frontline Care Team user group. We’re looking for someone who has the proven ability to accomplish this with both direct hands-on ownership as well as leadership.  The ideal candidate will have a strong vision for the intersection of customer experiences and employee experiences as a driving force of business success. A relentless commitment to our customers and excitement to take on new challenges is a must.  We want someone with the talent, creativity and leadership to take our experience into the next chapter. 

A day in the life…

  • Oversee a team of experience owners that are responsible for delivering the end-to-end Accolade experience for the Frontline Care Teams
  • Own the experience strategy, vision and roadmap for the end-to-end Frontline Care Team experience & the applications that deliver on those experiences
  • Accurately represent and communicate the voice of the Frontline Care Team to the rest of the business; be a strong advocate, while simultaneously teaching the rest of the business about the experience mindset
  • Drives and influences key stakeholders (including Service Operations, Operations Enablement, Capabilities, Engineering, Customer Care, People & Culture) towards a unified experience that serves members, employees, buyers and providers that is aligned to strategic outcomes and any applicable risk/regulatory requirements
  • Build trusted relationships and continuously manage expectations with all relevant stakeholders
  • Proactively identify and resolve strategic issues that may impair the organization’s ability to meet its strategic, financial and technical goals
  • Create and maintain sequencing of projects, prioritization and tradeoffs with regards to both short-term and long-term strategic goals
  • Establishes and monitors Key Performance Indicators (KPIs) to define success for the experience: satisfaction, retention, engagement; uses data to improve experiences, holds team accountable to achieving established KPI’s
  • Deliver a world class design informed by comprehensive, ongoing research and testing
  • Drive the implementation of the experience roadmap through an agile approach, partnering closely with our tech, capabilities, sales, marketing, offerings and data teams
  • Partners closely with various stakeholders including Recruiting, Learning & Development, Sales, Marketing, etc. to bring the non-technical aspects of the experience to life
  • Proactively identify and resolve dependencies that may impair your team’s ability to meet its strategic, financial and technical goals
  • Maintain a deep and current knowledge of competitors, technology, and industry developments
  • Stay abreast of best-in-class experiences within healthcare and outside of healthcare, looking for creative ideas and inspiration to influence cross-functional innovation teams and the organization to achieve experiences that are right for our business

What we are looking for

  • Bachelor's Degree or equivalent experience and 10-12+ years of prior relevant experience in the customer experience, product management or customer insights domain with at least 4+ years of leadership experience
  • Understanding of the service delivery journey, with a proven record of being able to optimize, enhance, and differentiate the employee experience
  • Experience with both internal and customer-facing initiatives. Experience with user research/user testing, product management methodologies, human-centered design and lean UX principles a plus
  • Understands the overarching team goals and business context and seeks to participate in the process
  • A track record of deliverying quality products and experiences with outstanding financial results
  • Background or experience in the healthcare industry or closely related field is preferred
  • Strong technical abilities preferred and intimate familiarity with SaaS development and agile practices used to build and deploy modern software applications.
  • Strong written and oral communication and presentation skills
  • Self-starter with ability to lead projects and build new experience from the ground up independently
  • Attention to detail, including proven ability to manage multiple competing priorities simultaneously
  • Ability to think strategically, and execute methodically
  • Ability to work in a fast-paced environment where continuous innovation is a must
  • Strong data and analytics background with demonstrated ability to use hard data to back up assumptions and develop business cases
  • Willingness to roll up your sleeves and do whatever is necessary; general manager / owner mentality
  • Are a positive change agent who will generate new ideas.  You know how and are willing to take calculated risks
All your information will be kept confidential according to EEO guidelines.
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Sr Dir, Experience

Full-time
Plymouth Meeting
Product & Tech