Journey Mapping and Experience Analysis Manager

What you will get to do

As the Journey Mapping and Experience Analysis Manager you'll drive the depiction, analysis, insights and recommendations for current and future state end-to-end customer experiences across multiple touchpoints, taking into consideration insights from Design Sessions, customer research, business processes and data.

You'll create personas, facilitate workshops, develop journey maps and provide recommendations which uncover opportunities to better meet the needs of our audiences. You'll work across Medica and with users to conduct research to inform this work as well as to validate assumptions. Your insights and recommendations will guide the design of simple and personal marketing, products and services.

The ideal candidate is an advocate for Human Centered Design, experienced in its methods and best practices.

Areas of Responsibility:

• Establish foundational Human Centered Design practice, including educating the organization and advocating for the practice, as well as developing tools, guides, online and offline deliverables, and best practices for key activities.
• Develop personas based on data and stakeholder input, quantify the value of addressing their needs and strategies to address
• Assess processes, conduct research, leverage voice of the customer insights, gather data and solicit stakeholder feedback to develop journey maps spanning all audience channels, mediums and devices
• Effectively analyze journey maps for opportunities, pain points, moments that matter and inefficiencies across channels, touch points and platforms
• Create and execute research and use along with other data such as analytics and market research to provide key insights and recommendations that improve our marketing, products and services
• Facilitate cross-functional workshops across Medica to illicit inputs and create alignment for current and future state end-to-end experiences
• Monitor progress against opportunities identified and provide support as needed to realize them.

Minimum Qualifications:

• Bachelor's degree or greater
• 7+ years relevant CX and/or UX experience including 3 years developing personas and journey maps
• 2 years healthcare experience or related field
• Strong portfolio showcasing examples of personas, journey maps and research projects as well as the impact that work drove for organizations and the audiences they serve
• Experience conducting user research, analyzing and interpreting it

This position is a Hub role, which requires an employee to occasionally come onsite to the designated office - Minnetonka, MN - for applicable heads-up work. Frequency is determined by business need as decided by leadership.

Skills and Abilities:

• Consumer-centric mindset with experience conducting research, synthesizing insights and leading Human Centered Design activities
• Strong collaboration and relationship building skills
• Expert communication and presentation skills
• Ability to operate effectively in a fast paced, deadline-driven environment
• Highly skilled in using industry standard tools including Sketch, InVision and Miro

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)