UPMC Health Plan is hiring for a Senior Director Consumer Products. In this role you will strategically define how we will deliver a holistic, integrated, customer experience across multi-channel product, solution and service programs that will exceed customer expectations. You will create, implement, test, prove, and commercialize a consumer retail experience (solution) that drives exceptional value for customers and surpasses any experience created before in health insurance. Lead the design and marketing of successful ACA, commercial group fully insured, and ASO health coverage products.

Responsibilities:

Develop a member centric, multi-year consumer retail strategy and personalized experience across all channels. Leverage expertise to lead the transformation of UPMC Health Plan offerings from commoditized feature-based products to broadly valued, experience-based customer services. Understand the impact and create opportunities based on the health reform legislation on specific state opportunities. Position UPMC Insurance Services Division as a thought leader by identifying opportunities for innovation and engage enterprise-wide subject matter experts to leverage our capabilities. Model and analyze segmented consumer behaviors and preferences to develop a clear view of the consumer value proposition across segments, influence market trends and predict competitor action. Create and implement go to market strategy and business model that includes direction on the product families/retail market segments of the market to lead, where to participate and where not to participate. Create segment specific approaches for each targeted consumer micro-segment. Develop an intimate knowledge of the purchasing funnel (aware, considering the product, purchasing the product and retaining the product) to understand levers that affect each stage and determine how to measure our results. Provide thought leadership on product innovation, retail multi-channel distribution, value added consumer experience, consumer oriented medical management and risk management. Create value added experience, understand how elements of the value proposition connect to key economic behaviors, and monetize value of programs, tools and services. Develop a deep understanding of customer insights, what they need, what they prefer and how they behave. Assist in creating a product development culture inside of UPMC Health Plan built around the principles of customer-centered design (creative thought, customer empathy, curiosity, rapid prototyping, and visual storytelling). Assist UPMC Health Plan in designing products, services and business models that establish us as the backbone of consumer health, wellness and productivity information for customers. Potentially engage with UPMC Hospital System and UPMC Research leaders to develop a collaborative lab to develop and prototype cross-functional innovative ideas related to health care business models and health care delivery. Generate new perspectives, frameworks or innovations and challenge the status quo. Be able to clearly articulate the value proposition and brand promise of UPMC Health Plan commercial and ACA products in order to define and guide the creative development of all marketing and advertising material. Develop strategic solutions to continuously improve the Customer’s experience and engage the UPMC employee population to drive culture change as a change leader. Support new capability and concept creation for UPMC’s individual and small group segments, including the execution of market receptivity testing (Voice of the Customer), new concept definition, pricing, defining target distribution channels and managing portfolio place. Support strategies to develop and/or acquire new products, services and capabilities to meet emerging market opportunities and further differentiate our existing product suite. Act as an internal liaison for strategic groups to implement complex benefit configurations across the organization to include benefit carve outs and the accommodation of third-party vendors. Desire to develop subject matter expertise in the configuration of benefits and applicable pay policies to ensure alignment, when necessary, across carriers Work closely with leadership across sales and account management to support future ASO and Stop Loss strategies to create opportunity and increase retention.