Head of Member and Digital Experience

Included Health

About the organization

Finding a good healthcare provider is hard. Finding one when you’re LGBTQ+ is even harder. Too often, our health depends on our ability to self-advocate. To read between the lines of lengthy benefits documents, or uncomfortably ask our employer about policies for LGBTQ+ family planning or gender-affirming care coverage, or even navigate being an employee out at work when we’d really rather not jump over one more hurdle. It’s a system that wasn’t designed to care for our bodies and our lives. Finding culturally competent, affirming providers and navigating the healthcare system isn’t impossible. But it is exhausting. That’s why we founded Included Health.

Duties

What You’ll Do:

Work directly with the CEO as one of the early members of our exec team to build our organization’s strategy to fulfill our vision to eliminate every health barrier to the LGBTQ+ community

Own the end to end service delivery experience for members, including oversight of the Included Health member services team and product development function

Be a key thought leader and strategic innovator, focused on enhancing and elevating our consumer product strategy

Build a team and culture focused on high engagement, and product utilization, to build community across the Included Health platform and ultimately improve health outcomes for members

Oversee and own the product roadmap from vision and planning through to product delivery

Cultivate a deep understanding of our members throughout their entire journey; Research and evangelize the needs of our member community via robust user research and design practices

Bring a focus on data capture and data use to build and refine the product and experience and ability to prove ROI to customers

Partner closely with cross-functional teams, Included Health care coordinators, and external customers and members to gain an understanding of the key problems to focus on and how we plan to solve them

Recruit, hire, coach and lead best in class talent across the organization

Qualifications

Who We Are Looking For:

12+ years experience creating products and services that build trust with members and become household names

Operational leader; someone who balances ambitious vision with pragmatism and consistently delivers against OKRs

Proven track record of leading cross functional teams across product and service delivery; successful record of recruiting and developing talent from within and outside the healthcare industry

Experience building companies in high growth environments; ideally experience building consumer-facing healthcare product(s) that have driven high user satisfaction and engagement

Outstanding communication and collaboration skills: ability to establish common ground with empathy and candor, manage conflicting points of view, and articulate the rationale behind decisions

A strong desire and drive to operate in an ever-changing environment, to get your hands dirty, and build a company that will change the lives of millions

Application instructions

Contact email: [email protected]

We are seeking an experienced and innovative Head of Member and Digital Experience to drive the strategy for a cohesive end-to-end member experience across technology and concierge service touchpoints. You will grow and lead a team of mission-driven, service-minded product and member services teammates to help define and execute on a comprehensive product and service roadmap (inclusive of our core app, concierge touchpoints, and internal infrastructure). You will have managed successful teams at scale and know-how to motivate those around you and create strong and lasting relationships throughout an organization. You are passionate about our mission to raise care equality for the LGBTQ+ community, and take an entrepreneurial and strategic approach to running member-centric businesses that are both engaging and deliver tangible improved health outcomes.

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Equal Opportunity Employment

The posting employer has certified that this announcement complies with Peace Corps’ Equal Opportunity Employment policy:

The Peace Corps is committed to providing equal opportunity to all employees, Volunteers, and applicants for employment and volunteer service. Peace Corps policy prohibits discrimination and harassment because of race, color, religion, sex, national origin, age (40 or over), disability, sexual orientation, gender identity, gender expression, marital status, parental status, political affiliation, union membership, genetic information, or history of participation in the Equal Employment Opportunity process, grievance procedure, or any authorized complaint procedure.


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