Customer Experience (CX) Mobilization - PM/BA w/Financial

Gainwell Technologies; Texas; Remote; USD 69,000 - 99,000; Full time

Benefits offered by this job

Generous vacation policy

401(k) employer match

Comprehensive health benefits

Educational assistance

Job summary

Gainwell Technologies is seeking a CX Mobilization - PM/BA with Financial experience to join our client experience team. You will help position the CX DDI PM function to meet client contact center launch goals, guiding requirements, timelines, and stakeholder communications.

The role emphasizes business analysis, project management, and CX reporting rather than technical development, with a focus on improving health benefits workflows and customer experience across programs.

Qualifications

• 3+ years in Project Management/PMO for CX or contact center launches.
• 5+ years BA experience eliciting and validating requirements with client-facing sessions.
• Experience with Medicaid or payer environments is preferred.
• Ability to manage scope, risks, assumptions, and RTM artifacts.

Responsibilities

• Bridge between stakeholders, project managers, and clients; communicate clearly.
• Document CX-specific requirements and tracing (RTM) including impacts, timelines, risks.
• Analyze and improve business processes to support CX goals.
• Deliver messages to business leaders and clients with professional presence.
• Support RFP, solutioning, and demo processes; develop CX reports and insights.

Skills

Project Management

Business Analysis

Stakeholder management

Communication

RFP support

Tools

RACI

DAIR

Job description

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

As a Customer Experience (CX) Mobilization - PM/BA w/Financial at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges.

Bring your passion for Project Management and Business Analysis skills to the Client Experience (CX) DDI Mobilization team. Your contributions will help us successfully position our CX DDI PM team to successfully meet our client contact center launch efforts. This is not a technical position.

Your role in our mission

• Be a knowledgeable bridge between stakeholders, project managers, and clients
• Verify all CX-specific requirements are correctly identified and documented. Detail how requirements are met (HRM) and capturing impacts, timelines, risks and issues
• Analyze, plan, outline, document or make recommendations to improve business processes to support CX goals
• Project strong professional presence and communication skills to deliver messages to business leaders, stakeholders, team members, and clients
• Motivate others to action and communicate key business ideas in a digestible way

What We’re Looking For

• 3 years Contact Center launch and/or operational exposure
• 3 years Project Management BPO practical experience generating and maintaining standard PM artifacts: Project Plan/Workplan, Workbook, RACI, DAIR, validating cost model/financials, as well as CX specific templates. Adept at defining, documenting, and managing scope, risks, assumptions, stakeholder expectations, and requirements traceability and management (RTM)
• 5 years’ BA experience eliciting, drafting/documenting, validating, and identifying how requirements are met (HRM) through client-facing Requirements Validation sessions (RVS)
• 5 or more years of Medicaid experience and exposure to NASPO, Provider, Claims, Encounters and Financials (CEF), Pharmacy Benefits
• You are highly flexible, adaptable, self-starter, self-directed, team player, creative thinker, strong attention to detail
• Experience managing risk, effective communication skills and stakeholder management skills
• Strong written and oral communication and presentation skills to deliver messages to business leaders, clients and stakeholders.
• Support RFP, Solutioning, Proposal and Demo Process to create and develop CX Reports such as Feedback Survey, inSight Reports and other operational reports described in RFP and Proposal Process. These are genericized reports that are used in RFP’s and Demo’s.
• Experience working with data administration, repository management, database creation techniques, and data warehousing standards, strategies, and tools to support

Variance Management & Cost Control

• Actual vs. Budget: Perform deep-dive variance analyses comparing actual expenditures and revenues against baseline budgets and forecast.
• Root-Cause Analysis: Identify cost and staffing overruns or schedule delays using metrics like Cost Variance (CV) and Cost Performance Index (CPI).
• Corrective Actions: Partner with cross-functional project leads to implement corrective adjustments and bring off-track budgets back to baseline

Forecasting & Budgeting Operations

• Lifecycle Management: Lead budgeting and re-forecasting cycles for assigned project portfolios

Experience That Sets You Apart

• Develop integrated business requirements documents (BRDs) across multiple organizations
• Strong facilitation skills with a focus on requirements gathering, creating deliverable documentation and Requirements Traceability Management (RTM)
• Working knowledge of supporting CX RFP completion

What You Should Expect In This Role

• Fully remote position available from U.S. locations.
• Must be a U.S. citizen to satisfy contractual requirements.
• Office Hours: 8a - 5p eastern time zone
• Video cameras must be used during all interviews, as well as during the initial week of orientation
• Photo will be taken during screening for verification in all steps of the recruitment process.
• The deadline to submit applications for this posting is October 15, 2026

The pay range for this position is $69,400.00 - $99,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance.

We also have a variety of leadership and technical development academies to help build your skills and capabilities.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.