CX Specialist

T-Rex is seeking a Customer Experience and Adoption Specialist to support adoption and delivery of OpMed IT Systems supporting the Defense Health Management System Joint Operational Medicine Information System (JOMIS) Program Office. The candidate will work closely with senior T-Rex Technical Leads, a team of training and communications specialist, DHMS leaders/staff and DHMS vendors to plan and execute the rollout of training and adoption activities.

The PEO Defense Healthcare Management System (DHMS) is transforming the delivery of health care and advance data sharing through a modernized electronic health record for service members, veterans and their families. The Workforce 3.0 program within DHMS is a managed solution that leverages innovative new processes, methods, and best-in-class methodologies from the private sector to enable the entire PEO DHMS workforce to deliver world-class technology. This program supports management of technical deployments, field deployments, and technology training/adoption. Lets talk about how you can help make a difference!

Responsibilities:

• Program Execution




• Assist in refining an Experience Strategy Framework, (defining user experience functions, roles and responsibilities)
• Facilitate design thinking workshops across the Product portfolio
• Assist in identifying PMO level User Experience efforts and opportunities, as well as making and prioritizing recommendations on implementation of such efforts in alignment with the Experience Strategy Framework
• Support Agile Product lines with defining and implementing their user experience functions in alignment with the PMO's standards and guidelines (defining personas, conducting user interviews, collaboratively defining user requirements and interface design, elevating the Voice of the Customer)
• Build and support modern training and customer adoption capabilities to improve customer engagement and outcomes over the product lifecycle
• Review EHR solution vendor strategies and deliverables related to training and other documents for accuracy and completeness
• Coordinate distribution of training materials to content reviewers according to the Master Tracker schedule
• Work with end users, solution vendors and the government team to identify relevant workflows, In-Processing Support Documents (IPSDs), Jobs Aides, and Tips Sheets to include in high impact area website to support end users' ability to locate information more readily
• Perform training content reviews covering master facilitator guides, user agendas, competence assessments, and computer-based training (CBT) updates based on Product Improvement Engineering (PIE), Blocks and Stages updates
• Coordinate government portal content and updates with key stakeholder
• Participate in key sustainment training coordination meetings and activities.
• Provide training support, including participating in training planning, presentations, and demos, creating tip sheets and instructional flyers around typical releases
• Assess and provide feedback on training materials effectiveness to support end-user adoption of EHR and associated business processes changes.
• Review training content (i.e., review CBT and Instructor-Led Training (ILT) materials)




• Process Improvement




• Evaluates internal processes and identifies opportunities for improvements
• Undertakes unique organization challenges as they emerge
• Gathers key performance indicator data for functions being reviewed; evaluates current state, and proposes future state goals and objectives

Requirements:

• 7+ years of professional experience with User Experience and adoption efforts
• Experience working with end users to develop training plans and content
• Experience with user centered design and designing, developing, managing, and executing user experience frameworks in concert with complex set of stakeholders and according to customer requirements
• Experience developing, tracking, and reporting user experience metrics
• Ability to work independently as well as part of a larger team

Desired Skills:

• Bachelor's Degree preferred in Information Technology, Computer Science, Engineering or another similar discipline
• Agile Certification(s)
• Experience with JIRA
• Experience with Defense Health Medical Systems
• Design Thinking, Lean Six Sigma or process improvement

T-Rex Overview

Established in 1999, T-Rex Solutions, LLC is a proven mid-tier business providing data-centric mission services to the Federal government as it increasingly tries to secure and leverage the power of data. We design, integrate, secure, and deploy advanced technical solutions for our customers so they can efficiently fulfill their critical objectives. T-Rex offers both IT and professional services to numerous Federal agencies and is a leader in providing high quality and innovative solutions in the areas of Cloud and Infrastructure Services, Cyber Security, and Big Data Engineering.

T-Rex is constantly seeking qualified people to join our growing team. We have built a broad client base through our devotion to delivering quality products and customer service, and to do that we need quality individuals. But more than that, we at T-Rex are committed to creating a culture that supports the development of every employee's personal and professional lives. T-Rex has made a commitment to maintain the status of an industry leader in compensation packages and benefits which includes competitive salaries, performance bonuses, training and educational reimbursement, Transamerica 401(k) and Cigna healthcare benefits.

T-Rex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.

In compliance with pay transparency guidelines, the annual base salary range for this position is $110,000 - $135,000. Please note that the salary information is a general guideline only. T-Rex considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.

T-Rex offers a diverse and collaborative work environment, exciting opportunities for professional growth, and generous benefits, including: PTO available to use immediately upon joining (prorated based on start date), paid parental leave, individual and family health, vision, and dental benefits, annual budget for training, professional development and tuition reimbursement, and a 401(k) plan with company match fully vested after 60 days of employment among other benefits.