🚀 VP, Product-Member Experience

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status earned through decades of partnership with clients to help them understand and meet the needs of their key stakeholders. Our roots are in U.S. healthcare, and today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We combine technology, data, and expertise to enable clients to pinpoint and prioritize opportunities, accelerate improvement efforts, and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that earn us trusted advisor status among the worlds most recognized brands. You will help us create value for our clients, contribute to the work, and have a voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission : We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action.

Our Values : To put Human Experience at the heart of organizations so every person can be seen and understood.

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions.
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same.
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow.
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north.
• Better together: We check our egos at the door. We work together, so we win together.

Role Summary

Reporting to the Chief Product Officer, the VP Product - Member Experience will work directly with cross-functional leadership (GM, CPO, CMO, etc.) to plan and prioritize the business unit\'s future objectives to achieve business growth, quality, and efficiency. The VP will define and deliver Member Experience solutions for Payer customers, ensure execution of strategic product initiatives, and collaborate with other business units, senior leaders, and cross-functional departments to drive value through products for customers.

The VP Product - Member Experience will contribute to the development of the Payer Business Strategy and Product Strategy, focusing on accelerating revenue growth through proactive identification, development, and execution of initiatives leveraging knowledge of the company, business unit strategy, markets, and end users. This role serves as a key subject-matter expert and works closely with marketing, product, engineering, research, advisory, delivery, sales, and other cross-functional teams. It also involves working with the General Manager to establish the necessary business metrics and analytics to manage the business effectively.

The ideal candidate will have experience working with internal and external executives to develop and execute growth-focused projects, including go-to-market strategies, business case development, and product packaging. The candidate will have extensive experience managing a business or portfolio of products, balancing portfolio prioritization to achieve overall business growth goals. Experience with Payer experience and expertise in measurement and improvement of member experience for regulatory (HOS, Medicare CAHPS, HEDIS CAHPS and QHP Enrollee Survey) and non‑regulatory programs (Behavior Health, Provider Satisfaction, Member Journey Continuous Listening, etc.) is required.

Duties and Responsibilities

• Partner with GM and Payer leadership, engineering, and cross-business-unit VPs to accelerate advancement of Payer business including product, delivery, growth, and strategy.
• Serve as subject-matter expert for regulatory (HOS, Medicare CAHPS, HEDIS CAHPS and QHP Enrollee Survey) and non-regulatory programs to optimize Payer solutions, product roadmaps, and delivery models. This includes handling inquiries, developing content, and disseminating communications including major product releases and enhancements. Facilitate connection between sales leaders and Product for customer implementations and sales.
• Develop strategies for growth with the General Manager and other leadership to define market growth, revenue increases, and product expansion in existing clients. Includes quarterly Payer strategic planning and prioritization to align business unit leaders and PG Forsta.
• Solve problems and accelerate decision making by leading cross-functional teams, easing communications, and uniting people to move priority projects forward. Be the right hand of the CPO and GM to drive success for the Member Experience Business Unit.
• Continuously scan the organization, market, and competitors to identify pressing, unmet needs and differentiation.
• Utilize market knowledge and research to develop build-buy decisions for product development and innovation.
• Work with marketing, sales, and product leadership to achieve growth targets, including go-to-market plans and client go-lives, and adherence to the PDLC.
• Partner with Finance and other departments to support analytics and reporting necessary to run the business and achieve the strategic plan.
• Deliver timely updates and identify roadblocks with mitigation on initiatives under the Vice President\'s management.

Qualifications

• Requires 10+ years of progressively responsible experience in product management and delivering next-generation innovative products in the Payer space.
• Experience with Member Experience products collecting and analyzing member data.
• Deep/Expert industry knowledge in Payer Regulatory programs (HOS, Medicare CAHPS, HEDIS CAHPS and QHP Enrollee Survey) with experience achieving positive results year over year.
• Deep knowledge of SaaS software products, including pricing models, implementation/support and user experience.
• Ability to bring new innovative products to market from market need to concept and results.
• Experience collaborating with cross-functional stakeholders to drive alignment across departments.
• Experience with Customer/Patient/Member Experience software platforms.
• Direct experience with SaaS products including pricing, implementation/support, and user experience.
• Strong ability to leverage data analytics and AI/ML to measure quality of care and deliver actionable satisfaction information to Payers to drive results.
• Performance Skills/Competencies: Communication and Influence; Delivery; Value & Metric Driven; Strategic Thinking; User Focused; Coaching & Mentorship; Teaching & Learning; Stakeholder Management.

Note: If you don\'t meet every qualification, we encourage you to apply anyway. We are committed to a diverse, inclusive, authentic workplace.

Additional Information

• US-based roles: Press Ganey Associates LLC is an Equal Employment Opportunity / Affirmative Action employer. We do not discriminate based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other protected class.

Pay Transparency and Privacy notices apply as described in the original posting. The expected base salary range and benefits are provided as stated, and privacy policies are included as per policy.