Job description
Overview:
The Customer Experience Product Analyst will work with an outstanding team to help assess, build, optimize and monetize customer journeys that drive value, satisfaction and loyalty. Evidence of a customer-centric mindset is a must. The candidate should have experience independently leading projects through an established software development lifecycle. The position requires using business and customer data to identify opportunities, measure impact, and tell a story. Candidate should be able to drive numerous projects at once and have a highly collaborative approach. Experience in the healthcare and/or payments industry is preferred.
Key Responsibilities:
- Maintain an ongoing perspective around the voice of the customer and advocate for customer-centric solutions. Translate insights into product requirements.
- Meet with business partners to understand business needs and translate those needs into requirements.
- Establish and track project plans, as well manage a global view of work underway and the story of progress.
- Manage the end-to-end delivery of customer experience initiatives, including but not limited to:
- Document & refine requirements
- Identify & help source data needs
- Coordinate QA and UAT
- Write internal & external documentation of new & modified features
- Partner with key stakeholders on rollout plans
Key Compentencies:
- Strong project management experience
- Strategic thinker who is able to understand and balance customer & organizational needs
- Excellent communicator & highly collaborative, able to work across the business
- Near-expert use of Powerpoint for visual storytelling
- Ability and interest in learning all aspects & functions of the business
- Ability to advise on UX design
- Ability to source, analyze and visualize data
- Ability to manage and prioritize multiple tasks
- Ability to work under pressure and meet deadlines
Experiences/Background:
- 5+ years of successful project management experience
- Bachelor’s Degree or equivalent work experience
- Subject matter expertise in business, planning and analysis
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As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.
Zelis provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you’re contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.
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