Job Description:
In the Broker Journey Mapping and Experience Analysis (contractor) role they will define personas, articulate and evaluate their interactions across all channels and lines of business to uncover opportunities to better meet the needs of our broker sales force. **
Areas of responsibility**
Establish vision and roadmap for broker journeys (initial focus, desired outcomes, stakeholders, timing, and action)
Conduct research (primary and secondary) and partner with stakeholders to establish audience (Personas) and needs (Jobs To Be Done)
Assess processes, conduct research, 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 – quantifying opportunities where possible
Conduct virtual workshops with large groups of cross-company stakeholders to refine and align on key artifacts
Create and execute research and use along with other data such as analytics and market research to provide key insights and prioritized recommendations to improve the broker experience
Maintain a current state journey map for broker and develop an ideal state journey map including quantifying the impact of suggested improvements **
Minimum Qualifications**
Bachelor’s degree or greater
5 years relevant CX and/or UX experience including 3 years developing personas, journey maps and experience creating Jobs To Be Done frameworks.
2 years healthcare experience
An understanding of Broker/Sales, and segments such as Commercial and/or Medicare would be a bonus.
Strong portfolio including examples of personas, journey maps, Jobs to Be Done frameworks and the impact of that work for the organizations and 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
Ability to facilitate engagement and gain alignment with stakeholders at multiple levels of an organization
Strong collaboration and relationship building skills
Expert communication and presentation skills
Ability to operate effectively in a fast paced, deadline-driven environment
Well organized, the ability to work autonomously, be self-sufficient, and manage their own work and priorities with little direction/oversight.
