Product Owner, Customer Experience

The Product Owner, Customer Experience will foster an environment of collaboration and creativity to help build better internal and external facing technologies. The POCX will support the Marketing & Innovation (M&I) department, Information Services (IS) department, Customer Experience (CX) practice and enterprise products. The individual partners with stakeholders and customers to inform the product vision, strategy and features using an Agile framework for technology product development and management. Owns and prioritizes the product backlog, creates user stories by collecting requirements from stakeholders, attends Agile/Scrum sessions, collaborates with a wide range of disciplines, participates in design, development and testing phases and approves final deliverables. Aligns product outcomes with CX and enterprise objectives. The role includes assisting or leading areas of CX – obtaining customer insights and voice-of-customer (VOC) feedback, UX research, experimenting and testing, mapping customer journeys, designing experiences and processes, developing strategies, establishing metrics and setting up measurement tools and facilitating organizational adoption of CX.

• Support business and technology programs as well as may act in the capacity of product manager, project manager, experience designer, market researcher, business analyst and leader/manager/coach
• Assists the director in defining and aligning the visions, strategies, roadmaps and opportunities. They collaborate with senior leaders, developers, analysts, SMEs and other stakeholders when researching, designing and developing products and features.
• Ability to discern key details, the instinct to compartmentalize information and the skill to summarize knowledge into written format
• Oversight for Concentra's CCaaS (Contact Center as a Service) solution and any other future CX product owned by the product team
• Documents and presents on a variety of CX, CCaaS or other business and technology topics in their domain. At times, the individual partners with stakeholders to document or present on features or to solve problems.
• Comprehension of a wide range of research and data analysis techniques and can apply them within the phases of the product development lifecycle. The individual implements conversational analytics features that assist with the analyses and data visualizations.
• Creates and presents business analytics reports for teams across Concentra
• Manage the product backlog by using Jira to manage the product backlog which may include the business owner, Product Owner, scrum master, developers, designers, engineers, analysts, marketers and SMEs
• Gathers information from internal stakeholders, customers, patients and other audiences. An essential responsibility is translating business requirements into technical requirements through user stories
• Collaborate as and with leader on topics, such as artificial intelligence (AI), generative AI, machine learning, automatic contact distribution (ACD), interactive voice response (IVR) and other innovative technologies
• Pursues continuous education to better understand the occupational healthcare industry and healthcare
• Seek out new vendors, collaborate with existing vendors or deliberate pricing and contractual requirements

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may
change at any time with or without notice.

Education Level: Bachelor’s Degree
Major: Business Administration, Information Systems, Marketing Project Management or similar discipline
Degree must be from an accredited college or university.

Education Details:
Certifications and/or Licenses:
• Certifications in Product Ownership, product management, Agile, Scrum, CX, business/data analytics, or technologies preferred

Experience in lieu of required education is acceptable: Yes
Continuing education is required to maintain license and to perform job: No

Job-Related Experience
Customarily has at least the following experience: 5 years
• 5 years of experience working as a Product Owner/product manager in an applicable field or directly supporting a comparable role, team or product, preferably in an Agile environment (SDLC, Waterfall or others are acceptable).
• 1-2 years of experience in maintaining a product backlog or prioritizing features for an organization.
• Obtaining customer insights and feedback, mapping customer journeys, designing experiences and processes, developing strategies and/or establishing metric
• Experience in data analytics, reporting and visualization using at least one data visualization and reporting platform for business intelligence, such as Amazon QuickSight, Power BI, Tableau, Microstrategy, Google Charts or Zoho Analytics.
• Proficient in one product or project management platform, such as Jira, Asana, Wrike, Pivotal Tracker, Basecamp, Monday or Trello
• Experience using at least one intracompany communication tool, such as Zoom, Slack, Microsoft Teams, Webex, Ryver or Workplace
• CCaaS or contact center solutions experience, such as AWS/Amazon Connect, Genesys, Five9, Nice inContact, RingCentral, etc.
• Experience with AWS services and features, service based modular IT services and architectures
• Healthcare industry experience preferred

Job-Related Skills/Competencies
• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• Translating between business and technology teams as a liaison of shared understanding
• Listening to customers and having empathy for their wants and needs and converting this into product requirements
• Clear and concise communication, whether written, verbal, or formal presentation to all levels of an organization including executives
• Superior and competent problem-solving skills in especially ambiguous situations
• Committing to a decision even if it represents an unpopular decision and delivering bad news
• Delivering results in a fast-paced, time-sensitive environment
• Effectively multi-tasking and adapting to changing business priorities
• Working independently or collaboratively in a team