Job Responsibilities:
User Service Planning and Research:
• Plan and propose new service ideas or enhancements to improve the MIMS user service.
· Assess and prioritize multiple ideas using frameworks like RICE, considering impact, reach, confidence, and effort.
· Conduct research to understand the needs and behaviors of healthcare professionals and general users using MIMS products.
· Analyze user feedback and identify gaps in current services to enhance satisfaction and usability.
· Collaborate with cross functional teams to define initiatives that improve user engagement and support.
Competitor Analysis and Benchmarking:
· Analyze industry trends, competitor activities, and best practices to provide actionable insights that drive the development and enhancement of MIMS’ user service strategies.
· Continuously monitor and assess competitors’ user services, features, and engagement strategies within the healthcare information market to identify opportunities for improvement.
· Provide detailed competitor benchmarking reports and actionable insights to support decision-making.
Service Development and Support:
• Contribute to the planning and design of new user services, features, and support tools by leveraging research insights and understanding of user needs.
• Coordinate with tech, content, and customer support teams to implement service updates effectively.
• Support initiatives like onboarding tools, FAQ systems, or user-centric platform enhancements to improve overall user experience.
Data Analysis and Reporting:
· Evaluate the quantitative results of each service enhancement to validate the effectiveness and impact of the service enhancements.
· Utilize appropriate tools to monitor and analyze user behavior, engagement, and satisfaction metrics (e.g., page views, retention rates, NPS) to drive data-informed initiatives.
· Analyze trends in user activity and competitor performance to provide actionable recommendations for improvement.
· Prepare reports and presentations for the User Service Planning team and senior management.
Cross-functional Collaboration:
· Partner with cross-functional teams (marketing, customer support, etc.) to ensure effective communication and promotion of user service features.
· Provide insights and training to stakeholders (e.g., customer support teams) about MIMS’ user service offerings and competitive advantages.
Operational and Administrative Support:
· Maintain accurate documentation related to user service plans, competitor reviews, and performance tracking.
· Assist with workflow planning, backlog prioritization, and coordinating project milestones with cross-functional teams.
Preferred Skills and Qualifications:
- Education: Degree in Business, Marketing, Computer Science, or a related field (healthcare background is a plus).
- Experience: 3-5 years in product management, user service planning, or similar roles in healthcare, technology, or user support environments.
- Industry Knowledge: Familiarity with healthcare information platforms and user-centric service practices.
- Digital marketing tool experience, e.g. SEO, GTM, GA, UX tool, Access heatmap tool, recommendation tool, CDP, point program, etc.
- Experience in internet service company operating across multiple countries with traffic more than 100K session per month (better if healthcare service)
- Analytical Skills:
- Proficiency in tools like Google Analytics for data analysis.
- Experience with survey and feedback tools.
- Soft Skills:
- Strong communication skills to engage with cross-functional teams and present findings effectively to a diverse range of stakeholders.
- Excellent organizational and multitasking abilities.
- Passion: Dedication to improving user experience and delivering exceptional user services in the healthcare information industry
