Digital Experience Manager (REMOTE)

Job Summary
The Digital Experience Manager is responsible and accountable for horizontally managing end to end digital experiences to deliver a cohesive, highly intuitive, and engaging experience geared towards the specific audience while taking into consideration business priorities. They will work closely with key stakeholders across the organization, Digital Product Managers, functional leadership, and designers to bring into line the delivery of new features integrated into the experience. The experience delivered will be one that is optimized to ensure adoption, flows seamlessly, and is tracked for success.

The Digital Experience Manager will advance the digital channel into a best-in-class experience by promoting and influencing the strategic vision for the website(s) and native application(s). They will evoke new ways of achieving results based on industry standards, technology advances, human centered design, and customer feedback.

The Digital Experience Manager will be a champion for the Florida Blue customer and digital channel by ensuring digital experiences, where appropriate, are being pulled into and helping to optimize the website and native application experiences in support of the overall company vision, goals, and strategy.

What You Will Be Doing:

• Defines the FB digital channel experience(s) strategy; deliver a strategy that continuously advances the experiences in support of new and evolving business needs resulting in a seamless, cohesive and best in class user experience.
• Responsible for creation and maintenance of experience maps for Florida Blue's websites and native applications
• Orchestrates and manages site personalization experience configurations and content targeting; deliver detailed profile matrix and maintains updated versions as needed; responsible for administration of component visibility rules engine and content management
• Gains deep knowledge and understanding of new initiatives business goals and objectives and translates those into a design creative brief to clearly articulate design objectives and priorities within the context of the experience to assure resulting designs meet the objectives, fit seamlessly into the experience, and promote usability. Takes into account other work in flight to ensure connective tissue to provide designers with a complete picture of the desired outcome for experience.
• Partners with the design team to define/update web and native concepts that incorporate requested enhancements and/or integrated designed features.
• High level of engagement, collaboration, and partnership with Digital Product Managers to incorporate and launch new and/or enhanced website and native application features.
• Responsible for managing the website and native application editorial calendar and personalization framework for content; ensures content is in alignment with overall experience desired outcomes and ensures content is updated as the experience evolves.
• Deliver an organized management system that provides transparency to all experience work in flight and expected deliverable dates; depicts how experience evolves overtime
• Partners with Relationship Manager(s) and other stakeholders across the organization to understand current and future business objectives, goals, and priorities, leveraging this input to proactively care for experience updates. Document business priorities decisions and creates an artifact that can be shared with stakeholders to provide insights into priorities and allows for changes as business needs change
• Monitors customer feedback, heatmap tracking, and CTA response rates to inform and identify experience improvements; driving towards increased member sentiment and adoption scores. Documents and brings forward recommendations that result from customer feedback (Digital survey, call center survey, focus group results, GA tracking, etc.)
• The essential functions listed represent the major duties of this role, additional duties may be assigned.

What You Must Have:

• 8+ years related work experience in the delivery and management of digital experiences
• Related Bachelor's degree or additional related equivalent work experience

Additional Required Qualifications

Digital experience management with oversite of end-to-end experiences

Experience managing digital products and strategy

• Experience creating intricate experience maps
• Strong understanding of customer experience design principles and priorities around the customer journey: capturing voice of customer, drawing out customer insights, analyzing customer data, designing solutions, etc.
• Strong leadership skills to bring stakeholders together; consensus builder and thought leader.
• Must have strong business acumen, broad knowledge of health care and the ability to influence business decisions & directions for initiative.

What We Would Prefer:

• Experience as a Product Owner/Product Manager for digital assets preferred
• Demonstrated agility and adaptability to meet business demands that are rapidly changing
• Demonstrated ability to think outside what is there today and evolve experiences to a future state
• Demonstrate a deep knowledge and passion for how customers work and think
• Demonstrated ability to think both strategically and tactically
• Ability to assess and manage risk; demonstrated use of creativity and innovation to solve problems
• Solid communication and presentation skills, comfortable speaking with senior leaders
• Strong leader, collaborator, team player, and individual contributor
• Self-starter, demonstrated comfort operating with high levels of ambiguity and taking calculated risks
• Keen judgement, especially when it comes to stakeholder management
• Brings a high-energy and passionate outlook to the job and can influence those around them; Able to build a sense of trust and rapport that creates a comfortable & effective workplace
• Passion for innovation and "can do" attitude
• Business knowledge of Florida Blue specifically is preferred.

General Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.
We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.