category manager Remote
Devoted Health
Full Time
Remote
123890 - 12.04 USD ANNUAL Today
Job description
At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission!
Job Description
A bit more about this role:
The Member Experience & Engagement team is responsible for ensuring a consistent experience across member touch points while making sure that we deliver on our promise of a coordinated and easy member experience. Foundational to this strategy is an understanding of service and experience design, research, data, and behavior change. Our ability to measure, synthesize, and communicate member insights across the company will drive our success in creating a loved consumer brand unique in the industry.
We are seeking a detail-oriented and design-minded Insights Manager to join our Member Experience & Engagement team. In this role, you will synthesize and interpret data from various sources, develop actionable insights, and work cross-functionally to deliver these findings. You will contribute to defining, prototyping, evaluating, and scaling service and delivery strategies with a focus on enhancing member experience.
The ideal candidate is a data-driven, empathetic, and proactive individual with exceptional storytelling skills and a strong bias for action. You must be adept at combining qualitative and quantitative research and presenting it in a manner that drives change. This role is at the intersection of customer experience, data, design, health communication, and technology, and is key to our strategy.
Responsibilities will include :
- Own and manage a mixed-methods member experience measurement program, including both quantitative and qualitative research
- Develop a regular cadence for collecting and synthesizing data, turning it into actionable recommendations
- Build and maintain surveys and survey response repositories
- Serve as the primary communicator of member experience data, sharing insights and feedback across the organization to various audiences, from executives to front-line customer service teams
- Identify opportunities to improve member experience across different touch points and life stages — clearly articulating complexities across touchpoints and informing Devoted’s service delivery, member experience, and member engagement strategies
- Use service design and human-centered design tools (i.e., lean user research, journey mapping, service blueprinting) to build a comprehensive view of the current state of member experience
- Develop strategies to address key customer experience metrics: churn, NPS, customer effort score, etc.
- Prototype and design end-to-end experiences for Devoted Health members across channels: mail, phone, SMS, email, member portal, etc.
- Develop audience segmentation strategies for various campaigns and initiatives
Attributes to success:
- A bias for action and comfort working in a metrics-driven environment
- Empathy for members (customers) and colleagues
- Ability to work effectively in ambiguous situations and manage chaos by creating organized processes
- Comfortable as a known, trusted voice in a fast-moving environment across various stakeholders
- Proficient in working on the front lines, interviewing members, and testing prototypes.
- Excellent storytelling and written communication skills, including the ability to simplify complex information and identify big-picture themes and opportunities
- A robust, evidence-based understanding of patient experience in healthcare
- Comfort and experience with foundational design and research tools like Qualtrics and Google Sheets
Desired skills and experience:
- 4 to 5 years of experience in customer experience analysis
- Experience working in a startup or fast-paced environment
- Proficiency in extracting insights from both structured and unstructured data
- Experience launching initiatives that drive meaningful and data-driven changes to customer experience
- Expertise in human-centered design, research, and behavior change
- Familiarity with public health, health literacy, health communication, and patient/customer experience
- Project or program management experience
Salary Range: $112,00 - $123,890/year
Our Total Rewards package includes:
- Employer sponsored health, dental and vision plan with low or no premium
- Generous paid time off
- $100 monthly mobile or internet stipend
- Stock options for all employees
- Bonus or commission eligibility for all roles
- Parental leave program
- 401K program
- And more....
- Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.
The salary and/or hourly range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, years of relevant experience, education, credentials, budget and internal equity).
Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.
As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
Devoted Health
https://www.devoted.com
Waltham, MA
Ed Park
Unknown / Non-Applicable
1001 to 5000 Employees
Company - Private
Health Care Services & Hospitals
2017
