Inclusively is partnering with a life insurance company to hire an Experience Owner- Correspondence. **Please note: this role is NOT an internal position with Inclusively but with the partner company.**

ABOUT INCLUSIVELY:

Inclusively is a digital tech platform that connects candidates with disabilities, who may benefit from workplace accommodations, to inclusive employers. This includes all disabilities under the ADA, including mental health conditions (e.g. anxiety, depression, PTSD), chronic illnesses (e.g. diabetes, Long COVID), and neurodivergence (e.g. autism, ADHD). Applicants with one or more of these conditions are encouraged to apply; Inclusively does not require applicants to disclose their specific disability.

The Experience Owner (EO) is a cross-cutting role that champions consistent and compelling user experiences across all system components that support their assigned value stream. The EO of Correspondence is responsible for prioritizing, organizing, and delivering outcomes for our primary business stakeholders (Group Product Leadership, Journey Owners, Operations, and IT).

This role’s assigned value stream will have a specific focus on business activities relating to customer and client correspondence. As such, this role will be heavily engaged with Account Management, Claims / Leave Management, and IT business partners and will support our SMS, email, and print communications.

Responsibilities:

• Collaborate with cross-functional teams to gather requirements for regulatory correspondence requirements and translate them into technical specifications.
• Design and develop solutions using SmartComm platform features and functionalities.
• Co-ordinate and work with the Product Owner and Agile teams to help them translate the complex requirements.
• Collaborate with business analysts, stakeholders, and end-users to identify opportunities for process improvement and optimization across Group Benefit Products
• Responsible for consolidation of business requirements in support of the Portfolio Initiatives
• Responsible for writing (with the agile product manager) the Portfolio Initiatives including describing the experience necessary to win in the market
• Centralizes voice of the market (client, broker, and segment), feedback from Product Manager, Journey Owner, Operations, Distribution, etc. to inform the prioritization
• Responsible for driving the operational and service experience into how we define and accept epics, set priorities on our backlog, etc. This is in part informed by the product strategy but also includes departmental goals, end user feedback, etc.
• Coordinates acceptance of Portfolio Initiatives /"definition of done“

Qualifications

• Bachelor’s degree in business, health management or related field; with a minimum of 8 years of experience in the group insurance industry.
• 2+ years of experience in document management systems and forms automation tools like SmartComm required.
• Strong understanding of document management principles, best practices, and industry standards.
• Proven track record of developing strong relationships with matrix partners, distribution, and vendors.
• Ability to identify strategic needs and lead with little or no direction, resource key projects, and drive sound business direction based on market findings.
• Open minded and creative – seeks ‘out of box’ solutions.
• Ability to provide leadership and direction to cross-functional teams to ensure successful outcomes.
• Goal oriented and personally accountable; resourceful and self-directed.
• Ability to work effectively in dynamic, rapidly changing, team-based environment.
• Act with agility and start up mentality; be prepared to engage quickly, switch gears, and take the next best action.
• Strong knowledge of Group Benefits (Leave Management, Disability, Life, and Supplemental Health) required; Experience with business process modeling and data modeling preferred.
• Proven experience acting as an Experience Owner (or Product Owner) in Agile projects building new tools and enhanced capabilities.

Required Competencies

• Results - Proven track record of developing successful relationships with third party vendors, exceeds goals and key performance indicators; evidence of the ability to consistently make good decisions through a combination of analysis, wisdom, experience, and judgment; high level of business acumen, problem solving, project management, and creative resourcefulness.
• Strategic and drive innovation - Ability to think strategically, anticipate future consequences and trends, and incorporate them into the organizational plan.
• Relationship Building - Enterprise thinker with proven ability to influence across a matrix environment. Ability to develop strong relationships across all levels of the organization, and with external partners.
• Communication - Strong and effective communication skills; ability to create and communicate a compelling vision internally and externally.
• Action Oriented - Enjoys working hard and looks for challenges; able to act and react as necessary, even if limited information is available; not afraid to take charge of a situation; can overcome resistance to leadership and take unpopular stands when necessary.