How will this role have an impact?

The Director, Product Management, Member & Clinician Experience will be responsible for taking our member and clinician insights and experiences to the next level. This person will provide reliable data sources and methodologies to understand the needs and preferences of members and clinicians, forming the basis for targeted improvements. Collaboration with product managers and designers will ensure the development of products and services that better meet the needs of users, increasing satisfaction and improving quality of experience. This role will elevate the overall analytic capabilities of the company, enabling more precise and effective strategies, strengthening client and clinician relationships. This role will assist leadership in making informed decisions that align with user needs and market opportunities, improving business performance. 

This position reports directly to the Sr. Director of Product Management for Member Experience.

Work Location:  This is a remote position with some travel required

What will you do: 

• Developing and operationalizing a strategic research program
  • Creating a comprehensive research framework to improve how we think about, model and measure the member and clinician experiences
  • Designing, validating, and implementing survey tools that capture key metrics on engagement, satisfaction, motivation, and behavioral drivers for cancellation.
  • Creating actionable insights for design and product managers, especially related to member and clinician pain points
  • Identifying and tracking trends in member and clinician survey responses
• Introducing advanced statistical techniques
  • Identifying and understanding the key factors that influence satisfaction and motivation
  • Developing models that predict behaviors and outcomes, aiding product prioritization
• Fostering collaboration and supporting strategic decision making
  • Developing thought leadership and sharing knowledge across departments about user experiences and data interpretation
  • Liaising with CVS CX to harmonize measurement standards and reporting
• Enabling new capabilities
  • Overseeing transition from Qualtrics to Medallia survey platform

In this role you will be responsible for putting in place the processes, tools, and operating mechanisms required of a strong customer and market data backed product management organization with clear business objectives and rationales as well as a strong product management and execution discipline. This position builds relationships with and influences varying levels of internal and external stakeholders and requires a strong team-focused approach with direct interactions with senior executives, customers, and often requires internal and external presentations.

We are looking for someone with:

• An advanced degree (Master’s or Ph.D.) in a relevant field such as Social Science, Behavioral Economics, Statistics, or a related discipline
• A minimum of 8 years of industry experience using quantitative research in the context of customer experience management with at least 3 years supporting product development
• Prior experience in healthcare, insurance, or related industries
• A proven record of driving product success through data-driven decision-making
• Strong expertise in advanced statistical analysis such as Multivariate methods (e.g., Factor Analysis, Principal Component Analysis), Clustering methods (e.g., K-means, Latent Class Analysis, Hierarchical Bayesian Clustering), and Predictive Modeling (e.g., Regression)
• Strong expertise in survey design and social science research methodologies
• An understanding of B2B2C dynamics and the unique challenges of researching both member and clinician experiences in this context
• Proficient with statistical software and tools (e.g., R, Python)
• Proficiency with customer experience survey tools (e.g., Medallia) and text analytics
• Familiarity with data visualization tools (e.g., Tableau, Power BI)
• Excellent communication skills with the ability to convey complex data and insights clearly and concisely

Other attributes we look for:

• Demonstrated business acumen
• User focus
• Strong track record of driving tangible improvements in satisfaction, engagement, and business performance using actionable research

The base salary hiring range for this position is $102,000 to $184,400. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan.  We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners. 

About Us:

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.

To learn more about how we’re driving outcomes and making healthcare work better, please visit us at www.signifyhealth.com

Diversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.

We are committed to equal employment opportunities for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.