Medica Hiring for Journey Mapping and Experience Analysis Manager (Remote) at Minnetonka, MN  Full Time

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

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

This position is a Remote role. The employee must be located in any state in which Medica is an employer and will work remotely 100% of the time.

Medica’s commitment to diversity, equity and inclusion (DEI) includes unifying our workforce through learning and development, recruitment and retention. We consistently communicate the importance of DEI, celebrate achievements, and seek out community partnerships and diverse suppliers that are representative of everyone in our community. We are developing sustainable programs and investing time, talent and resources to ensure that we are living our values. We are an Equal Opportunity/Affirmative Action employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.