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The Journey Mapping Lead oversees and optimizes the member and associate experience across all Medicaid technologies and touchpoints. Reporting to the Service Design Principal, you will focus on understanding Medicaid members and associate behavior, mapping their journeys, and implementing strategies to enhance satisfaction, increase loyalty, and help us reduce unnecessary administrative expense. You will collaborate with cross-functional teams to provide a seamless and engaging experience, always keeping the needs of our members and those who serve them top-of-mind.

You will:

• Leverage the member and associate personas, develop and maintain journey maps through all touchpoints to visualize and enhance the Medicaid member and associate experience.
• Analyze member and associate feedback and behavior to identify pain points and propose opportunities for improvement.
• Collaborate with the Enterprise digital team, IT, Medicaid Product Management teams, and support teams to develop strategies that improve the member and associate experience.
• Implement member and associate experience programs and monitor their effectiveness through key performance indicators (KPIs).
• Conduct workshops and training sessions to educate Medicaid Team members on important journeys and proposals for enhancing journeys.
• Use data analytics tools to assess Medicaid Member and associate engagement and satisfaction metrics.
• Stay updated on industry trends and best practices to improve the Medicaid member and associate journey.
• Lead projects aimed at optimizing Medicaid Member touchpoints and improving retention rates.
• Facilitate regular meetings to discuss insights and strategies for improving the Medicaid member and associate experience.

Use your skills to make an impact

Required Qualifications:

• 5+ years of experience in at least two of the following: journey mapping, service design, experience design, and/or project management
• A bachelor's degree in business, marketing or related field, or equivalent workplace experience.
• Experience managing 2 projects across 4 departments simultaneously

Preferred Qualifications:

• Proficiency in customer analytics tools and CRM software.
• Advanced degree or certification in customer journey management

Interview Format

As part of our hiring process for this opportunity, we will be use an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by may not be sufficient for business needs. reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.Travel: While this is a remote position, occasional travel to 's offices for training or meetings may be required.40The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$115,200 - $158,400 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance., Inc. and its affiliated subsidiaries (collectively, “”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.Application Deadline: 09-08-2026About : Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at .com and at CenterWell.com.