CareFirst Careers

Digital Product Owner

Resp & Qualifications

PURPOSE

The Digital Product Owner reports to the Sr Director Customer Insights and Experience. Your primary purpose is to define and lead strategic enhancements and create functionality for our digital properties and experiences.  The role is a mixture of customer obsession, agile best practices and technology expertise, balanced with delivery and execution.  To do this, you will partner throughout the organization including directly interfacing with software development, architecture, CX, UX, and business experts to represent the voice of the customer.  You will be responsible for defining, documenting and articulating requirements to the delivery team.   The Digital Product Owner is responsible for translating the overall business vision into a cohesive digital product strategy and for articulating the tactics for specific journeys and/or product(s). You will need to leverage customer research and conduct continuous in-market testing, with focus on speed to market and rapid scaling, where appropriate, to continually shape the Company’s digital product evolution. To succeed in this role, your portfolio of digital product initiatives should demonstrate a proven ability to drive tangible business results while keeping the customer first. You must also have experience leading matrixed teams of associates, consultants, and contractors to support priorities and align resources while removing roadblocks.

PRINCIPLE ACCOUNTABILITIES: Under the direction of Marketing Leadership the incumbent is responsible for, but are not limited to, the following:

Duties And Responsibilities

Collaboration

  • Works closely with business units to take business strategy and translate into digital product strategies to support overall business goals.
  • Collaborates with stakeholders across business, technology and creative to ensure alignment by balancing competing interests and needs across the organization to arrive at a clear vision, communicating effectively and aligning various partners along the way.
  • Maintains in constant communication with the business of sprint progress and any impediments that may require clients input.
  • Collaborates closely with developers during sprints. Clarify requirements and make timely decisions on execution details.


Strategy and Prioritization

  • Within the first several months, creates and maintains a product roadmap for the enterprize for customer-facing technologies.  Scope and budget the positive impact and costs necessary to pursue this roadmap.
  • Delivers best in class customer experiences by leveraging a good understanding of user experience techniques and user-centered design.
  • Supports the development of journeys that drive measurable benefits, as set out in business cases, and working through the full project lifecycle.
  • Functions as the final arbiter at the product level to prioritize work and accepts the final release plan. Handles final escalation on trade-offs across the product portfolio, ensures coordination of work across individual Agile teams.
  • Defines objectives and development plans in alignment with IT and business goals. Manages team to achieve business results.
  • Champions Agile development methodology transformation across the company through contribution to Agile education initiatives and communicating agile principles to executive audiences. Monitors the application of Agile principles across product teams.


Evaluate Digital Product Performance

  • Establishes success criteria for key product features using meaningful metrics and drive continuous improvement of the product and process based on metrics.
  • Collates and analyzes data and customer feedback to ensure a detailed understanding of product and service performance.
  • Builds tight alignment with the IT and design teams to ensure consistent attention to both delivering customer value and technology modernization.


Design of Processes

  • Builds the product roadmap and ensures timely delivery of key initiatives.
  • Defines and create an intake process for stakeholders that captures, evaluates and prioritizes all proposed ideas, products, services, and enhancements for assigned area.
  • Maintains the product backlog, with detailed, actionable, and prioritized epics, features, and user stories and acceptance criteria.
  • Builds the business case to sell ideas to management for approval. 


QUALIFICATION REQUIREMENTS

Minimum Qualifications:
· Bachelors’ degree in relevant field (e.g. business, computer science) or equivalent years of professional experience and a minimum of 5 years’ experience in  business, technology, consulting, or related field.
· Minimum of 5 years’ experience leading matrixed product management teams utilizing Agile development methodologies.

· Proven business expertise with ability to set clear priorities across a digital product portfolio and drive business value.
· Demonstrated depth of digital product knowledge and ability to influence business strategy.
· Possesses strong communication and influence skills within reporting line as well as with IT and business peers.
· Excellent collaboration skills - leading execution across teams, influencing across organizations, respected, experience of working across levels from developers and designers.
· Demonstrates passion for improving customer outcomes and experiences.
· Embraces change and “outside of the box” ideas—does not feel attachment to the status quo.
· Encourages non-hierarchical culture.
 
Preferred Qualifications:
· MBA or Master’s degree preferred
· 5-10 years of experience translating business strategy and analysis into consumer facing digital products and strategy
· 3+ years of experience in people management

Skills and Abilities:

· Demonstrated ability to achieve success in a fast paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. 
· Proven track record of meeting established deadlines while handling multiple customer service demands from internal and external customers, within set expectations for service excellence.  
· Expert communicator who  provides positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.




 

Department

Department: Customer Experience/Product Services

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer.  It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Hire Range Disclaimer

Actual salary will be based on relevant job experience and work history.

Where To Apply

Please visit our website to apply: www.carefirst.com/careers

Closing Date

Please apply before: 06/30/2019

Federal Disc/Physical Demand

Note:  The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

PHYSICAL DEMANDS:

The associate is primarily seated while performing the duties of the position.  Occasional walking or standing is required.  The hands are regularly used to write, type, key and handle or feel small controls and objects.  The associate must frequently talk and hear.  Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

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