Marathon TS · 1 day ago

End User Experience Line Lead

Arlington, VA

Full-time

Onsite

Senior Level

3+ years exp

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Responsibilities

Lead the EUE Customer Success Function (CSF) and the Center of Excellence (CoE) to enhance digital health platforms and products

Support CSF to foster strong relationships with key DHMSM customers by prioritizing end-user needs and ensuring alignment with overall platform strategy

Support collaboration and integration efforts

Oversee the integration of user feedback to improve technology solutions, ensuring that end-user experiences are at the forefront of sustainment

Deploy CoE specialist resources effectively with a CSM to interface with the Products team to address user needs and challenges

Foster end user adoption by providing comprehensive change management and communication strategies

Drive a robust training strategy to enable end users to effectively use new products and updates

Work closely with Clinical/Business Workflow Adoption and CX Analytics functions within the SMEs team to ensure EHR updates are seamless and that analytics insights inform product adoption, feature utilization, billing operations, and value creation

Utilize customer journey mapping and persona development to guide enhancements in digital health platforms, ensuring that design and updates are user-focused and aligned with strategic objectives

Incorporate feedback into ongoing product evolution

Oversee the design and development of user surveys, focus groups, and customer interviews

Oversee the allocation of CoE specialists to CSM to support ongoing customer support requests

Collaborate with CSMs to ensure that the design and development of new features are grounded in real user feedback and aligned with user expectations and behaviors

Build and maintain strong collaborative relationships across teams, acting as a liaison and ensuring seamless communication and integration of efforts towards meeting organizational goals

Identify and escalate risks to minimize disruptions and ensure timely delivery of projects; develop risk management strategies to identify issues early on and devise contingency plans to address them to prevent disruptions in service delivery

Inspire and empower EUE team members to achieve their KPIs and deliver on their respective priorities, incorporating industry best practices and lessons learned into daily operations

Qualification

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Managerial ExperienceCustomer SuccessCX/UXGovernment HealthcareComputer SkillsExcelPowerPointSharePointOutlookCACProblem-SolvingCommunicationUX best practicesHuman-centered designGovernment policiesProduct developmentDeployment