Digital Product Owner II - Hybrid

Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy. AZ Blue offers a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

At AZ Blue, we have a hybrid workforce strategy, called Workability, that offers flexibility with how and where employees work. Our positions are classified as hybrid, onsite or remote. While the majority of our employees are hybrid, the following classifications drive our current minimum onsite requirements:

• Hybrid People Leaders: must reside in AZ, required to be onsite at least twice per week

• Hybrid Individual Contributors: must reside in AZ, unless otherwise cited within this posting, required to be onsite at least once per week

• Hybrid 2 (Operational Roles such as but not limited to: Customer Service, Claims Processors, and Correspondence positions): must reside in AZ, unless otherwise cited within this posting, required to be onsite at least once per month

• Onsite: daily onsite requirement based on the essential functions of the job

• Remote: not held to onsite requirements, however, leadership can request presence onsite for business reasons including but not limited to staff meetings, one-on-ones, training, and team building

Please note that onsite requirements may change in the future, based on business need, and job responsibilities. Most employees should expect onsite requirements and at a minimum of once per week.

PURPOSE OF THE JOB

The Digital Product Owner guides the development of digital products in alignment with product vision and strategic goals aimed at maximizing the team's value delivery through translation of the roadmap into actionable work in collaboration with various stakeholders and cross-functional teams.

REQUIRED QUALIFICATIONS

Required Work Experience

Level 1:

• 2 years of experience in digital product ownership and consumer digital products.
• 1 year of experience conducting user research through surveys, interviews, and workshops and uncovering trends and opportunities through analytics. Experience working with personas, user flows, and product/feature roadmaps.
• 2 years of proficiency in Agile concepts, especially understanding epics, features, user stories, and key product and process metrics. Experience breaking features into user stories and use cases. Experience understanding and operationalizing new or enhanced products and features, including key product and process metrics.
• 2 years of experience in project management or working with Agile methodologies in frameworks such as Scrum, Kanban, or SAFe as a product owner, writing user stories and following the development process through user story acceptance and collaboration on deployment, support, and operationalization.

Level 2:

• 4 years of experience in digital product ownership and consumer digital products.
• 3 years of experience conducting user research through surveys, interviews, and workshops and uncovering trends and opportunities through analytics. Experience working with personas, user flows, and product/feature roadmaps.
• 4 years of proficiency in Agile concepts, especially understanding epics, features, user stories, and key product and process metrics. Experience breaking features into user stories and use cases. Experience understanding and operationalizing new or enhanced products and features, including key product and process metrics.
• 4 years of experience in project management or working with Agile methodologies in frameworks such as Scrum, Kanban, or SAFe as a product owner, writing user stories and following the development process through user story acceptance and collaboration on deployment, support, and operationalization.

Level 3:

• 6 years of experience in digital product ownership and consumer digital products.
• 5 years of experience conducting user research through surveys, interviews, and workshops and uncovering trends and opportunities through analytics. Experience working with personas, user flows, and product/feature roadmaps.
• 6 years of proficiency in Agile concepts, especially understanding epics, features, user stories, and key product and process metrics. Experience breaking features into user stories and use cases. Experience understanding and operationalizing new or enhanced products and features, including key product and process metrics.
• 6 years of experience in project management or working with Agile methodologies in frameworks such as Scrum, Kanban, or SAFe as a product owner, writing user stories and following the development process through user story acceptance and collaboration on deployment, support, and operationalization.

Level 4:

• 8 years of experience in digital product ownership and consumer digital products.
• 7 years of experience conducting user research through surveys, interviews, and workshops and uncovering trends and opportunities through analytics. Experience working with personas, user flows, and product/feature roadmaps.
• 8 years of proficiency in Agile concepts, especially understanding epics, features, user stories, and key product and process metrics. Experience breaking features into user stories and use cases. Experience understanding and operationalizing new or enhanced products and features, including key product and process metrics.
• 8 years of experience in project management or working with Agile methodologies in frameworks such as Scrum, Kanban, or SAFe as a product owner, writing user stories and following the development process through user story acceptance and collaboration on deployment, support, and operationalization.
• 3 years of lead or management experience.

Required Education:

• High school diploma or GED in a general field of study.

Required Licenses:

• N/A

Required Certifications:

• Achievement of Agile Product Owner certification within 12 months of placement.

PREFERRED QUALIFICATIONS

Preferred Work Experience

Level 1:

• 4 years of experience in digital product ownership and consumer digital products.
• 2 years of experience conducting user research through surveys, interviews, and workshops and uncovering trends and opportunities through analytics. Experience working with personas, user flows, and product/feature roadmaps.
• 3 years of proficiency in Agile concepts and related product/process metrics.
• 3 years of experience in project management or Agile methodologies such as Scrum, Kanban, or SAFe.

Level 2:

• 6 years of experience in digital product ownership and consumer digital products.
• 4 years of user research and analytics experience.
• 5 years of proficiency in Agile concepts and related product/process metrics.
• 5 years of experience in project management or Agile methodologies such as Scrum, Kanban, or SAFe.

Level 3:

• 8 years of experience in digital product ownership and consumer digital products.
• 6 years of user research and analytics experience.
• 7 years of proficiency in Agile concepts and related product/process metrics.
• 7 years of experience in project management or Agile methodologies such as Scrum, Kanban, or SAFe.

Level 4:

• 10 years of experience in digital product ownership and consumer digital products.
• 8 years of user research and analytics experience.
• 8 years of proficiency in Agile concepts and related product/process metrics.
• 10 years of experience in project management or Agile methodologies such as Scrum, Kanban, or SAFe.
• 5 years of lead or management experience.

Preferred Education:

• Bachelor's degree in Computer Science, Information Systems, Business, or a related field for Levels 1-2.
• Master's degree in Computer Science, Information Systems, Business, or a related field for Levels 3-4.

Preferred Licenses:

• N/A

Preferred Certifications:

• Certified Product Owner, all levels.
• Advanced Certified Product Owner, Levels 2-3.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

LEVEL 1 - Performs job functions with moderate supervision

• Develop a deep understanding of customer and product needs.
• Prioritize work based on the highest value in delivering valuable user experiences.
• Lead, collaborate with, and motivate cross-functional teams to develop, execute, and release in alignment with the product roadmap and corporate initiatives.
• Articulate business needs and requirements into high-quality epics, user stories, and features.
• Create and maintain the team backlog in alignment with the product roadmap, incorporating input from key stakeholders.
• Consistently maintain and refine the product backlog and ensure the creation and prioritization of user stories with detailed, well-vetted acceptance criteria guided by Agile principles such as INVEST.
• Interface with internal and external customers and clearly communicate complex technical topics to non-technical audiences.
• Work within Scrum teams daily to set clear direction and expectations, articulate business requirements, remove roadblocks, and provide subject matter expertise through ongoing communication and collaboration with the delivery team, designers, and business stakeholders.
• Actively participate in Sprint ceremonies and partner with the Scrum Master to support the Agile framework.
• Partner with UX/UI designers in creating and reviewing concept designs and wireframes.
• Champion and advocate for user experience best practices within digital channels.
• For vendor-based products, manage vendor relationships and prioritize the product implementation backlog based on organizational priorities and the vendor's roadmap.
• Engage vendors and cross-functional resources to resolve customer issues related to Enterprise Products and escalate as appropriate. Maintain and categorize issue logs to track and report trends.
• Create and review test cases against user story acceptance criteria.
• Collaborate with the team on deployment and post-release production validation.
• Create release notes for stakeholders and update training documents for the production support team.

LEVEL 2 - Performs job functions with minimal oversight, in addition to Level 1 activities

• Lead, instruct, direct, review, and accept the work of other team members.
• Assist leadership with project support and project resource planning.
• Define or assist with product vision, roadmap, and growth opportunities.
• Facilitate and/or create new procedures and processes that support advancing technologies or capabilities.
• Evaluate high-level project information and assess project components to forecast required work effort.
• Document clear, accurate, and thorough business requirements to support product launches and enhancements.
• Provide peer-level review and mentoring to Level 1.
• Ensure Service Level Agreements between the department and operational or technical areas are met.
• Enhance and manage reporting and data analysis on key Digital Product performance indicators.
• Facilitate cross-functional work sessions with internal and external stakeholders to develop and document detailed requirements for successful implementation.
• Provide guidance to cross-functional stakeholders during design, development, and testing phases for projects that converge with Enterprise Products, and provide final sign-off on behalf of Enterprise Products prior to production deployment.
• Ensure proper change management protocols are followed.
• Act as the primary operational contact for internal and external customers when needed or in the absence of the manager.
• Research and analyze the market, users, and product roadmap.
• Lead development of go-to-market strategies for new products and enhancements.
• Serve as vendor account management liaison for assigned products in the Digital Products portfolio.
• Matrix-manage internal and vendor resources to ensure adherence to contract terms, business requirements, and expectations.
• For vendor-based or third-party products, assist in capturing and communicating utilization and other product/project metrics.
• Advocate for the product.

LEVEL 3 - Performs job functions with considerable autonomy

• Support leadership in oversight of business activities related to planning and tactical execution.
• Enhance and manage reporting and data analysis on key Digital Product performance indicators.
• Define, consult, and report on product performance measurement strategies, tools, scorecards, and surveys.
• Propose reprioritization of the roadmap based on customer feedback, market changes, and business priorities for management and stakeholder approval.
• Ensure proper change management protocols are followed to maximize benefits and minimize unnecessary disruption.
• Ensure documented department policies and procedures exist and support quality through peer-review functions.
• Create an environment oriented toward trust, open communication, creative thinking, and cohesive team effort.
• Cultivate relationships with stakeholders to inspire confidence in BCBSAZ.
• Coach and develop team members and facilitate problem solving and collaboration.
• Act as the primary operational contact for internal and external customers when needed or in the absence of the manager.
• Ensure Service Level Agreements between the department and operational or technical areas are met.
• Inform leadership of issues affecting efficient and effective department performance, including system, resource, and information barriers.
• Provide timely feedback to team members on performance.
• Maintain a deep understanding of the product, vendor contract terms, internal and external customers, and stakeholders.
• Monitor vendor contract performance, Service Level Agreements, and product prioritization.

LEVEL 4 - Performs job functions in a lead capacity and mentors peers

• Operate with significant autonomy to meet business and department needs.
• Collaborate with teams to set, document, and implement process standards.
• Assist with or run Product Owner Communities of Practice.
• Ensure teams follow Agile best practices, including backlog grooming, planning, acceptance, and product/release documentation.
• Support leadership in oversight of business activities related to planning, management of the product roadmap, and strategic initiatives.
• Act as the product liaison for strategic projects and process-improvement initiatives.
• Proactively monitor product metrics, user analytics, and customer feedback to support data-driven decisions.
• Identify and manage dependencies and risks and escalate as appropriate.
• Provide or delegate backup support for Levels 1-3 responsibilities.
• Represent the team's perspective to leadership regarding product and process efficiency and maximizing value delivery.
• Lead or oversee large-scale, high-visibility, complex implementation projects.
• Lead, develop, and mentor staff through delegation, training, project assignments, and periodic feedback.
• Inform management of issues impacting efficient and effective department performance, including system, resource, and informational barriers.
• Assist the manager with day-to-day department operations.
• Maintain a deep understanding of the product, vendor contract terms, internal and external customers, and stakeholders.
• Monitor vendor contract performance, Service Level Agreements, and product prioritization.
• Provide leadership and mentorship in external research and benchmarking, business analysis, and implementation of electronic customer solutions.

ALL LEVELS

• Each progressive level includes the ability to perform the essential functions of lower levels and mentor employees in those levels.
• Maintain up-to-date knowledge of developments in technology-related industries.
• Participate in corporate quality programs.
• Maintain a full-time work schedule of at least 40 hours per week, plus additional hours as requested or needed to meet business requirements.
• Perform all other duties as assigned.

REQUIRED COMPETENCIES

Required Job Skills - All Levels

• Knowledge of digital products and usability best practices.
• Excellent organizational and time-management skills.
• Interpersonal and oral communication skills.
• Strong analytical and problem-solving skills.
• Creative thinking and vision.
• Attention to detail.

Required Professional Competencies - All Levels

• Ability to communicate effectively at all levels, including with team members, stakeholders, senior executives, technical resources, and staff in other countries.
• Analytical skills supporting independent and effective decision-making.
• Ability to use analytics, research, and usability testing to improve user experience and support business goals.
• Ability to conceptualize and create intuitive, engaging, brand-consistent websites, mobile applications, and voice portals and recognize key industry trends influencing digital experiences.
• Ability to analyze disparate information and translate it into customer experiences and business requirements.
• Proficiency in business process design and connecting design requirements to technology solutions.
• Ability to prioritize tasks and manage multiple priorities, sometimes under limited time constraints.
• Effective interpersonal skills and ability to maintain positive working relationships.
• Strong verbal and written communication skills and ability to interact professionally with executives, managers, and subject matter experts.
• Systems research and analysis skills.
• Creative judgment and strategic thinking.
• Conceptual and tactical planning skills.
• Knowledge of business requirements development and user acceptance testing.
• Ability to strategize, prioritize, and execute against an established eChannel roadmap.
• Ability to maintain confidentiality and privacy.
• Analytical knowledge to generate reports from available data and make data-informed decisions.

Required Leadership Experience and Competencies - All Levels

• Ability to facilitate and resolve customer requests and inquiries for all levels of management within the Corporation.
• Ability to build synergy with a diverse team in an ever-changing environment.

PREFERRED COMPETENCIES

Preferred Job Skills - All Levels

• Advanced skill in the use of office equipment.
• Advanced PC proficiency.
• Advanced proficiency with spreadsheet, database, and word-processing software.

Preferred Professional Competencies - All Levels

• Advanced systems research and analysis expertise.
• Advanced knowledge and experience in user story development and user acceptance testing.
• Ability to work with ambiguous and conflicting information while remaining focused on the end goal.

Preferred Leadership Experience and Competencies - Levels 2-3

• Ability to mentor team members and peers.
• Ability to build lesson plans and deliver training to team members.

Our Commitment

AZ Blue does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.

Thank you for your interest in Blue Cross Blue Shield of Arizona. For more information on our company, see azblue.com. If interested in this position, please apply.

About Us

Imagine doing life-changing work and helping more than one million Arizonans live healthier and longer lives. That’s the kind of satisfaction you’ll find when you work here. Our exceptional teams in Phoenix, Tucson, Chandler, and Flagstaff have been transforming healthcare for more than 80 years. Explore what's possible with a career at Blue Cross® BlueShield® of Arizona