Customer Experience Engineering Manager-Hybrid- Des Moines, Iowa

Wellabe is looking for a Customer Experience Engineering Manager to join our team. This individual will oversee the overarching engineering strategy in alignment with the Customer Experience division strategy and maintains all technology and infrastructure vendor relationships. Lead/develops and oversees the team resources, collaboration, documentation, and security. This role is responsible for delivering scalable, secure, and innovative customer-facing digital solutions. The manager will lead a team that works cross-functionally to align engineering efforts with customer journey goals to drive continuous improvement.

Core Responsibilities

• Maintain, update, and support the Customer Portal, Mobile App, Rewards Program, Message Center, and Forms Digitization projects.
• Manage new digital customer tools and collaborate with testing resources as needed, ensuring platform scalability, performance, and security standards are met across all digital touchpoints.
• Ensure all technical and cybersecurity-related documentation is complete.
• Strategically prioritize new feature releases and sprint work in Azure DevOps, balancing innovation with operational stability.
• Integrate new technologies to enhance Customer experience platforms, evaluate new vendors, and foster innovation.
• Lead technology implementation on new Customer experience pilots and incubations for features and releases, collaborating closely with internal Customer experience team as well as cross-collaboration with areas such as IT, Operations, Product and Marketing/Brand.
• Analyze and improve customer-facing processes to ensure efficiency and effectiveness while maintaining alignment with customer journey mapping strategies.
• Collect and analyze customer data to gain insights into customer behavior and preferences. Using this information to inform strategy, drive continuous improvement, and enhance the overall customer experience and experience.
• Develop systems for collecting, analyzing, and responding to customer feedback. Use this feedback to drive continuous improvement.
• Mentor and develop engineering team members, fostering a culture of innovation, accountability, and continuous learning.

Qualifications

• Strong understanding of technology and tools used in customer experience management.
• Ability to analyze data and derive actionable insights.
• Strong project management skills to oversee and implement customer experience initiatives.
• Excellent communication skills to collaborate with cross-functional teams and present findings to stakeholders.
• Ability to identify issues and develop effective solutions to enhance customer experience.
• Deep understanding of customer experience best practices and principles.
• Knowledge of industry-specific trends and customer behavior.
• Awareness of relevant regulations and standards to ensure all processes and technologies are compliant.
• 5+ years of experience in customer experience management, engineering, or a related field.
• Proven experience in managing projects, including planning, execution, and delivery.

Education

• Bachelor’s degree in computer science, management information systems, or related field. Combination of education and/or relevant work experience may be accepted in lieu of degree.

Benefits

• Hybrid availability
• 401(k) with company match
• Health insurance
• Paid time off, holidays
• Volunteer time off
• Lifestyle Spending Account (LSA)
• Paternity leave

Growth opportunities

We believe each of us has potential to grow and adapt with our business. We take your career as seriously as you do. Helping you develop your skills and talents leads to opportunities - not only for you, but also for our company. That’s why we provide:

• LinkedIn Learning Premium access
• CliftonStrengths® assessment and coaching
• On-site and virtual workshops and cohorts featuring world-class content from FranklinCovey, Crucial Learning, Gallup, and more
• Free world-class insurance acumen courses through AHIP and LOMA
• Reimbursement and bonus opportunities for professional designations and certifications, including a tuition reimbursement program
• Opportunities to take part in Wellabe's mentorship programs

About Wellabe

Since 1929, Wellabe has been finding solutions to help our customers protect their health and financial well-being. And we’re committed to fostering an internal culture of inclusivity, well-being, and development so each of our team members can succeed. Learn more about Wellabe’s culture of betterment by visiting wellabe.com/culture.

Wellabe is full of smart, caring, hard-working people with a broad range of talents who understand collaboration is key. We bring our best selves every day, to connect with others to solve problems, spark innovation, and bring ideas to life. Meet the team and learn what makes Wellabe a great place to work by visiting wellabe.com/news/employee-spotlights.

Our core values:

• Be dedicated: Show unwavering commitment by proactively taking initiative, setting clear goals, and managing time effectively.
• Be trustworthy: Take accountability for actions, navigate difficult conversations with integrity, and build strong relationships through consistent, honest behavior.
• Be determined: Demonstrate enthusiasm and a relentless drive to overcome obstacles and achieve goals.
• Be collaborative: Foster teamwork by being self-aware, actively listening, and effectively communicating across all levels.
• Be open: Embrace diversity and new ideas to create an inclusive environment.
• Be generous: Embody generosity and compassion by serving a greater purpose and helping others.
• Be better: Commit to continuous improvement and adapt effectively to change.
• Be well: Prioritize physical and mental health, manage stress, and demonstrate emotional intelligence.