Stephanie Phillips
Digital Product Manager @BlueCross BlueShield of Tennessee
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WORK HISTORY
Digital Product Manager @BlueCross BlueShield of Tennessee
As a digital experience product manager of the member portal, my goal is to make insurance information more accessible and helpful so members get the most out of their healthcare benefits. I lead a team of product owners who define enhancements to our platform using NPS feedback and behavioral analytics, working hard to manage the tension between the business’s wants and members’ needs. We use in-house tools but also expand on our capabilities with tools like Fusion search and Genesys chat. As a product manager, I • Define the member portal product roadmap based on business inputs, member insights and market trends • Articulate ideas that bubble up from group retention needs into scalable solutions for all members • Insist on clarity and consistent communication with stakeholders as a facilitator of monthly updates• Advocate for operational-enabling improvements across the organization as a transformational leaderAs a product owner, I• Developed requirements, collaborated on comps and planned the implementation of a Solr search application across three authenticated portals and eight public websites within one year• Served as the liaison between the vendor and in-house development team throughout the build, facilitating conversations on architectural decisions, security, content enrichment and relevancy • Produced search product roadmap and presented capability presentations across the organization, training other PO’s on how to leverage the tool in their day to day • Continually reviewed analytics, recurring member satisfaction surveys and solicited research to improve the product and inform content strategies • Collaborated with a diverse, cross-functional team of developers, architects, and scientists to build and iterate delightful experiences • Advocated for accessibility compliance, pushing for perceivable metadata that supports the needs of those with disabilities
EDUCATION
The University of Tennessee at Chattanooga
Bachelor of Arts (B.A.), Business/Corporate Communications
SKILLS
ABOUT STEPHANIE PHILLIPS
I hold fast to the sayings “Don’t believe everything you think” and “It’s not about you, it’s about the idea”, and am cool and measured in my work style. I strive to bring positivity to what I do and who I interact with and am a firm believer that you get the best out of people when they feel understood as more than a means to an end. I am authentic and approachable and love to connect on a deeper level through humor and empathy. I’ve found working this way leads to teams being more engaged and motivated to bring their best.Areas in which I have experience include product management, Agile methodologies, smart search, DevOps, analytics, accessibility compliance, and digital strategy
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