Develops product strategy for organization-wide Consumer Experience functions, including multiple markets, product types, or product lines of business (LOB) in addition to overseeing a robust product pipeline to achieve national and market goals. Partners internally and externally in ideation, concept development, and overall vision of a new offering or strategic approach. Applies a deep understanding when driving performance for their respective products regions, product types, or product LOB, market, its competitors, their performance, and shortcomings along with KP product performance to guide multiple products, portfolios, and initiatives. Collaborates among the organization to perform product feasibility on any initiative, product type or portfolio and defines and executes the development of the product or initiative through executive alignment and influence for implementation. Acts as the product authority to SVPs, Regional VP, S&AM, and outside consultants to enable a high degree of sales and customer support, including marketing strategy, member experience, and customer experience and serves as a subject matter expert and consultant for multiple market, product type, programs, or product LOB. Reviews, provides feedback, and provides ultimate approval on business case development for complex initiatives. Influences the development and maintenance of their market, product type, or product LOB requirements and ensures they meet the needs of the market, members, and KP objectives. Oversees multiple product implementations from simple to complex across multiple markets, products, or LOBs. Develops and delivers all product training and change management actives across their respective markets, products and LOBs. Leverages an expert understanding and experience of product policy, end-to-end product administration, and content area knowledge working with SVPs, Regional/National VPs, Consultants, Underwriting, Actuarial Services, Regulatory, and Benefits.
Essential Responsibilities:The Executive Director of Consumer Experience Design and Productwill serve as the central hub for experience design, guiding the development, delivery, and management of innovative platforms and products that enhance consumer engagement. This role will provide executive oversight of the data team to generate actionable insights that inform strategic priorities and drive design decisions. The Executive Director will oversee cross-functional initiatives that align product development with consumer needs, ensuring a seamless and compelling user experience. By keeping a pulse on trends in consumer experience, best practices, and innovative design opportunities, this position will foster a culture of creativity and collaboration aimed at elevating KP-s consumer experience for increased consumer satisfaction and loyalty, ultimately driving membership growth and retention.Overseeing experience design, including cross-functional journey team design and product implementation and management.Builds organizational capacity and advancement in consumer-centric design and iteration; builds collaborative networks inside and outside the organization for self and others. Provides framework for soliciting and acting on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement. Models and drives continuous learning and oversees the recruitment, selection development of talent; stays current with industry trends, benchmarks, and best practices; ensures performance management guidelines and expectations to achieve business needs. Acts as a thought leader on industry trends, benchmarks, and best practices; shares best practices within and across teams to drive improvement. Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning cross-functional resource plans with business objectives. Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact across teams.Oversees the operation of multiple units and/or departments by identifying member and operational needs; ensures the management of work assignment allocation and completion; translates business strategy into actionable business requirements; ensures products and/or services meet member requirements and expectations while aligning with organizational strategies. Engages strategic, cross-functional business units to champion and drive support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and ensures resolution of escalated issues. Sets and communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; obtains and distributes resources. Anticipates and removes obstacles that impact performance; addresses performance gaps and implements contingency plans accordingly; ensures teams accomplish business objectives; serves as a subject-matter expert and trusted source to executive leadership; provides influence and consultation in the development of the larger organizational or business strategy.Manages product strategy and ideation by: developing product strategy for multiple markets, product types, or product lines of business (LOB) in addition to managing regular ideation sessions focused on building a robust product pipeline to achieve market goals; and partnering internally and externally in ideation, concept development, and overall vision of a new offering or strategic approach.Oversees team management by: managing a team of senior director(s), director(s), manager(s), and direct reports that spans multiple products, portfolios, and initiatives.
Basic Qualifications:
Experience
Minimum twelve (12) years with progressively responsible experience in a large-scale health plan and /or care delivery system or consumer- focused organization.
Minimum ten (10) years with supervisory experience with direct reports.
Minimum ten (10) years of experience leadership or management experience in one or more of the following areas: health plan operations, program design and implementation, member or care experience.
Education
Bachelor’s degree Health Administration, Business, Finance, Public Health, Management, Marketing or related field.
License, Certification, Registration
N/A
Additional Requirements:
N/A
Preferred Qualifications:
Fifteen (15) years of experience in product development and management within a relevant market segment, benefits policy development and/or benefit design, program management, or a directly related field.
Minimum five (5) years managing operational budgets and financials.
Masters Degree in Business, Economics, Finance, Marketing, Architecture / Design, Health Care Administration, or related field highly preferred.