Journey Owner (FT) Job at H. Lee Moffitt Cancer Center
Business Process Automation
We are forging a digital future to bring change to how we tackle this difficult disease. Moffitt has become one of the world's first cancer centers with a dedicated machine learning department, which will accelerate cancer research by translating powerful tools from the computer to the bedside. For the second year in a row, Moffitt has been named one of the 100 Most Wired hospitals and health systems in the country. And for multiple years running, Moffitt has earned its place on Computerworld magazine’s list of 100 Best Places to Work in Information Technology. Our employees are among the top-skilled IT experts in the Tampa Bay Area and partner with world-class physicians, scientists, and researchers to develop innovative technologies that support pioneering advances and lifesaving patient care. We won’t stop working to give everyone the options they need to #BeCourageous in the face of cancer.
We are forging a digital future to bring change to how we tackle this difficult disease. Moffitt has become one of the world's first cancer centers with a dedicated machine learning department, which will accelerate cancer research by translating powerful tools from the computer to the bedside. For the second year in a row, Moffitt has been named one of the 100 Most Wired hospitals and health systems in the country. And for multiple years running, Moffitt has earned its place on Computerworld magazine’s list of 100 Best Places to Work in Information Technology. Our employees are among the top-skilled IT experts in the Tampa Bay Area and partner with world-class physicians, scientists, and researchers to develop innovative technologies that support pioneering advances and lifesaving patient care. We won’t stop working to give everyone the options they need to #BeCourageous in the face of cancer.
Role Overview
Moffitt’s Center for Digital Health is building out a Digital Innovation Practice which will include an innovation studio focused on leveraging new digital capabilities to enhance consumer experiences and to eliminate operational inefficiencies throughout the enterprise. The studio is being built from the ground-up with a startup-like approach, employing an agile methodology and embracing a “consumer first” mentality to design, deploy, and manage cutting-edge technology.
We are looking for a mission-driven Journey (‘Product’) Owner to join us in creating innovative digital experiences for the Moffitt community (patients, clinicians, staff). Journey Owners lead highly specialized teams known as pods, drawing talent from multidisciplinary internal and external groups, and with the flexibility to scale resources as needed based on the initiative at hand. Pods are charged with driving initiatives that fall into one of two focus areas: (a) delivering delightful consumer/end user experiences (b) creating impactful operational efficiencies.
Responsibilities
The Journey Owner will lead an intelligent automation COE for business process automation using technologies like RPA, OCR,
BPM, conversational AI, ML/AI to drive efficiencies in clinical, business and research operations. The Journey Owner will work with the Director of Innovation to set the vision, own the roadmap, and engage resources to develop innovative solutions within Moffitt’s operations and deliver delightful experiences that address unmet needs and identified pain points within the customer/end user journey. We will be counting on this individual to utilize his or her skill sets in product management, project management, process improvement, and experience design to lead projects from concept to launch, harnessing an agile approach to identify opportunities, plan backlog, and coordinate activities to rapidly develop, test, deploy, and refine digital experiences and solutions.
IDENTIFY
IDENTIFY
The Journey Owner plays a pivotal role in identifying and prioritizing new opportunities for efficiencies with their strong business acumen, understanding how to apply technologies to solve business process challenges, and by leveraging insights from consumer/end user meetings, user research, usage data, and market landscape to ensure alignment of innovation efforts with overall digital strategy.
- Conduct in-depth, primary research with internal and external stakeholders to define the customer journey and uncover pain points
- Understanding and anticipating unmet consumer/end user (clinician, researcher, staff) needs to be addressed with digital touchpoints
- Develop consumer personas and user journeys for new initiatives
- Drive sourcing and vetting of high potential solutions through evaluation of current capabilities, competitive landscape, novelty, and other factors to inform selection
- Apply a user-centric approach when approaching solutions (internal or external) by keeping the consumer perspective at the forefront
PLAN
The Journey Owner will manage a cross functional pod of product and engineering team members, and manage stakeholders via governance meetings, reporting of status, benefits. The Journey Owner will build and maintain relationships with organization wide process leaders, managing the pipeline of efficiency requests and opportunities, including benefits (identify, calculate, ensure timely delivery & reporting), roadmap for capabilities and overseeing their delivery to business stakeholders.
- Collaborate with business leadership, IT and data analytics teams to evaluate and prioritize pipeline initiatives
- Coordinate with engineering delivery lead to plan execution with a release plan to help maximize business goals and benefits
- Leverage a deep understanding of digital trends and technology across mobility, content, and user experience to define the objectives, scope, and roadmap for pod initiatives
- Construct and oversee development of user stories focused on timely delivery of desired benefits. User stories will be prioritized as a set of “to-dos” for the pod to work through by setting up product backlogs.
- Develop product backlogs and create methodology for prioritization of user stories to ensure alignment with the overarching strategy and to focus pod resources on the highest impact work
- Setup timelines, identify milestones, and plan the strategy for cross functional execution, collaborating closely with information technology, business functions, and clinical service lines
- Create program dashboards that clearly describe value delivered to business, clinical and research teams
DEVELOP & TEST
The Journey Owner will oversee the pod for design and development of new solutions and experiences, leading a team of fixed and variable resources through a series of sprints.
- Lead a cross-functional team of resources (design, engineering, marketing, clinical, etc.) in a matrixed organization, partnering with information technology, customer experience, marketing, and service lines
- Inform ‘build’ vs. ‘buy/partner’ considerations for new and novel digital capabilities and quarterback the design and development of internally developed or externally sourced solutions
- Ensure trade-offs being made during design and development are thoughtfully considered and align with true intent of experiences to be delivered
- Continuously test solutions to quickly identify defects and iterate based on the results
- Develop and effectively manage external partnerships (e.g. digital health vendors) and vendor activities
DEPLOY & EVALUATE
The Journey Owner is ultimately responsible for delivering product experiences with meaningful business results on time. Deployed solutions will be measured, evaluated, and refined based on pre-identified metrics.
- Collaborate with clinical and business leadership across the organization to ensure concepts can be executed and experiences can be delivered to end-users as envisioned
- Coordinate development of new process flows, training, and support materials to equip and enable areas across the organization to successfully operationalize new processes and embrace cultural change
- Track usage analytics, gather consumer feedback and assess business impact of newly launched initiatives against a robust set of KPIs (both process and outcomes based)
- Develop pathways for graduating products from the studio and transition launched solutions to appropriate internal teams as necessary for ongoing.
Required Skills and Experience
The ideal candidate is someone who thrives in an entrepreneurial environment, with autonomy and accountability for delivering products. This person should have the passion and courage to tackle meaningful problems in healthcare.
- Education: This role is a professional occupation which requires a Bachelor’s degree in computer science, technology management, business management, or related discipline.
- Minimum 5 years of experience in working in a product management, product marketing, consulting, agency, and/or software development environments
- Minimum 3 years of experience managing and/or leading project resources for business process automation technologies (e.g. RPA, OCR, BPM, chatbots etc)
- Minimum 2 years of experience in digital operations, technology innovation, and/or consumer experiences
- Excellent problem-solving, program management, and communication skills (written and verbal)
- An owner’s mindset with strong product sense and demonstrated success in leading a business process automation program, developing internal capability products from concept to delivery including creating user stories, technical specifications, and KPIs
- Strong experience with technology change management in complex, matrixed environments
- Working knowledge of digital health landscape, and in business process automation
- Deep knowledge and strong experience employing agile methodologies in product management
- Passion for improving people’s lives in a healthcare setting through human centered design fundamentals
- Passion for learning about emerging technologies and their applications in a healthcare setting through human centered design fundamentals
- Ability to identify pain points and translate business/clinical processes into consumable steps based on customer-centric use cases
- Ability to extract actionable insights from data, complete market research, and build business cases for potential opportunities
- Strong experience managing, motivating, and collaborating with cross-functional teams, individuals, and senior level management in a matrixed organization
- Flexible work style and comfort with working in a flat team
- Experience with successful execution and bias towards action, even in areas of uncertainty
Preferred Experience / Qualifications:
- MBA or Master’s degree in a related field
- Certified Change Management Professional (CCMP), or equivalent
- Healthcare experience (either consulting, digital health vendor, or health system) in provider operations is highly desired but not required
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