Sr Experience Owner

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 Sr Experience Owner reporting to the Sr Director of Experience, is responsible for defining and evolving the Accolade Experience into a world-class healthcare experience for Accolade’s Frontline Care Team user group. The ideal candidate will have a strong vision for the intersection of customer experiences and employee experiences as a driving force of business success. The experience owner will be responsible for defining the technical and non-technical components of their experience, from conception to release, iteration and maintenance, while working with stakeholders to maintain and prioritize a backlog of improvements to ensure delivery to experience expectations. You will be working closely with our capabilities owners, designers, researchers, technology teams, customers and domain experts - you must be a team player.

A day in the life…

  • Strategic role that looks across all stakeholder groups (members, Frontline Care Team/employees, buyers/customers, providers, partners) to drive the design and delivery of a world-class healthcare experience
  • Owns the holistic end-to-end experience & the applications that deliver those experiences
  • Owns the strategy and alignment for the end-to-end experience for their specific persona and toolset
  • 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
  • Establishes and monitors Key Performance Indicators (KPIs) to define success for the experience: satisfaction, retention, engagement; uses data to improve experiences
  • Views experience holistically and considers both technical and non-technical improvements
  • Develops, owns and drives the implementation of the experience roadmap through an agile approach, partnering closely with our tech, capabilities, analytics, sales, marketing and data teams
  • Create and maintain sequencing of projects, prioritization and tradeoffs with regards to both short-term and long-term strategic goals
  • Proactively identify and resolve dependencies that may impair your team’s ability to meet its strategic, financial and technical goals
  • Partners closely with various stakeholders including Recruiting, Learning & Development, Sales, Marketing, etc. to bring the non-technical aspects of the experience to life
  • Communicate important trends and learnings as they happen. Feed learnings back into the experience discovery process
  • 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
  • Closely collaborates with the User Experience (UX) Team to leverage human-centered design principles and research best practices and to create, and maintain journey map within area of ownership
  • Work directly with agile team on application, experience and toolset requirements to ensure successful capabilities design and launch to the capabilities and offerings teams
  • Maintain a deep and current knowledge of competitors, technology, and industry developments

What we are looking for…

  • 8-10 years of experience with both internal and customer-facing initiatives. Experience with user research/user testing, product management methodologies, and lean UX principles a plus
  • Experience in human-centered design focused on technical/business areas
  • Ability to explore, identify, and validate user needs
  • Background or experience in the healthcare industry or closely related field is preferred
  • Understands the overarching team goals and business context and seeks to participate in the process
  • Strong data and analytics background
  • 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
  • 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
  • Positive attitude and fit with the Accolade team culture
All your information will be kept confidential according to EEO guidelines.
Accolade Logo

Sr Experience Owner

Full-time
Plymouth Meeting
Product & Tech