Customer Experience Transformation Manager

This Product Owner will be responsible for the vision, roadmap, and execution of digital products

that support key customer and internal user journeys. This includes defining "journeys" (e.g.,

Member Onboarding, Appointment Booking, Doctor Workflow) and breaking them down into

"episodes" (e.g., Get eCard, Book Appointment, Check-in, View Results). The Product Owner will

leverage data, customer feedback, and stakeholder input to prioritize and deliver features that

enhance the overall experience. Each Product Owner will be assigned to one of the following

Roles

• Product Owner - Maxicare Customer Mobile App Journey
• Focus: Owning the end-to-end experience within the Maxicare Customer Mobile App.
• Journey Episodes:
• Get eCard post-purchase
• Book clinic or hospital appointments (including Letter of Authorization)
• Check-in for appointments
• Book teleconsultations
• Get health results
• Purchase or top-up a new plan
• Responsibilities: Define the roadmap, prioritize features, and ensure a seamless user
  
  

experience for customers using the mobile app to manage their healthcare needs.

• Product Owner - Maxicare Doctor & Clinic Staff App Journey
• Focus: Developing and optimizing the digital tools used by doctors and clinic staff.
• Journey Episodes:
• Upload patient health results
• Analyze and create dashboards of health results
• Create health result reports
• Present and send health results to patients
• Offer plans for purchase or top-up
• Responsibilities: Define the roadmap, prioritize features, design and implement features that
  
  

streamline workflows, improve data management, and enhance communication between

healthcare providers and patients.

These roles will require collaboration with CX Transformation Managers, development teams, and

other stakeholders to ensure alignment with business goals and customer needs.

Responsibilities

• Define and manage product "journeys" and "episodes" for both customer-facing (e.g.,
  
  

Maxicare Member Mobile App) and internal (e.g., Doctor/Nurse/Staff App) applications.

• Develop and maintain a product roadmap that aligns with business goals and customer/user
  
  

needs, focusing on journey optimization.

• Gather and prioritize requirements for each "episode" within a "journey," using data analytics,
  
  

customer feedback, and stakeholder input.

• Collaborate with development teams to ensure timely and high-quality delivery of product
  
  

features.

• Work with CX Transformation Managers and other stakeholders to translate insights into
  
  

actionable plans for improving journeys.

• Support the development of user stories, acceptance criteria, and other product
  
  

documentation.

• Monitor and track the performance of product "journeys" and "episodes," using metrics and
  
  

analytics to identify areas for improvement.

• Facilitate workshops and problem-solving sessions with development teams and
  
  

Stakeholders.

Qualifications

• Product Management & Project Management: Proven experience in product ownership or
  
  

management, with a focus on digital products.

○ Experience with Agile/Lean practices and methodologies.

○ Excellent communication and presentation skills.

○ Ability to work collaboratively with cross-functional teams.

• Data-driven: Using data to inform decisions and measure success.
  
  

○ Strong analytical skills and experience using data to drive product decisions.

○ Familiarity with data visualization tools (e.g., Tableau, Power BI).

• Strategic thinkers: Able to align product development with business goals and user needs.
• Collaborative: Working effectively with cross-functional teams.