Senior Manager, Product Development - End-to-End Customer Journeys

Job Description:

The Role

Fidelity Health makes employees’ lives easier by helping them to select and utilize their health and welfare benefits simply and effectively. In this role, you will be a key player in the strategic direction and priorities of the Fidelity Health business. You will be part of a team working to identify, prioritize and design key customer journeys to create seamless end-to-end experiences that help employees choose and enroll in benefits, save for health care, pay for health care, navigate important life events, and help employers optimize their benefit programs.

In this role, you will:

• Gain a deep understanding of customer behavior and identify friction points in the current digital experience

• Use data and feedback to translate unmet customer needs into practical outcomes

• Work closely with User Experience Design, User Experience Research, Operations and Technology to define an optimal user experience for key journeys across both digital and live channels

• Concept, map out and coordinate the creation of prototypes for new and re-imagined journeys

• Work with technology early on to assess to determine feasibility of solutions, with re-use of common capabilities and components to ensure efficient use of technical resources in mind

• Facilitate the handoff of the end-to-end recommendations and design solutions across multiple teams executing on the work

• Communicate and present journey work to cross-enterprise leadership and stakeholders for transparency and to gain buy in, ensuring all work is understood and aligned to a clear problem to be solved

The Expertise and Skills You Bring

• Bachelor’s degree preferred and 7+ years of product management or comparable experience in financial services, health care or technology

• A customer-first mindset and a creative problem-solver with proven success in defining and launching new digital experiences

• Demonstrated ability to take a data-focused approach in understanding customer needs and in leveraging customer feedback and market and competitive analysis to design customer experiences

• Proven business analysis experience supporting systems development, product development and/or product/project management

• A good eye for content and design with experience working with UX research and design groups

• Excellent consultative, listening, and verbal and written communication abilities; can effectively and regularly lead, facilitate, and drive individual and group meetings and workshops with business partners and stakeholders

• Demonstrated ability to develop and deliver executive level presentations to inform and influence stakeholders at senior levels

• Ability to take initiative and work independently

The Team

This role is part of the Integrated Digital Health Experience domain within Fidelity Health. You will be part of the Employee Digital Experience Product Area and work in partnership with the Product Area Lead, Chapter Leaders and other Product Areas, Squad and Chapter Leaders within Fidelity Health and Workplace Investing.
 

Certifications:

Category:Product Management

Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.