#TeamAlegeus wants to learn more about you. Tell us a bit about yourself and your role here at Alegeus.
My name is Madison Welch, and I just passed my 5-year mark at Alegeus. 
Over the years, I’ve had the opportunity to take on various roles, and I’m excited to share some of my experiences. I started as a Business Analyst on the Product Management Team and now serve as a Senior Manager on the Customer Experience (CX) team. In my current position, I oversee several Voice of the Customer programs, including Partner Surveys (such as NPS), Client Advisory Boards, and Market Intelligence. My team focuses on integrating customer feedback across all Alegeus functions to enhance our partnerships. Our goal is to foster transparent communication and achieve seamless strategic alignment between Alegeus and our partners.
What initially attracted you to Alegeus and more importantly, what keeps you coming back for more?
In my final semester at Bentley University, I applied to Alegeus, seeking a role that would let me apply my studies in Health & Industry and Computer Information Systems to real-world challenges. Alegeus, known for its focus on healthcare software, was a perfect match for my academic background and career goals, especially as it allowed me to utilize my Management major within the Product Management team. I have stayed with Alegeus for two key reasons: the opportunity to make a meaningful impact on healthcare in the U.S. and the company’s commitment to employee growth. Alegeus is an employer that provides tremendous growth opportunities for its employees. I’ve engaged in five different development opportunities throughout my first five years at Alegeus including external training, pursuing an MBA, internal manager programs, and LinkedIn Learning courses. I truly value working for an employer that invests in its employees and provides diverse paths for learning and career advancement.
Humble brags welcome. How have you made a meaningful impact in your role as Sr. Manager, Customer Experience?
Last year, the CX team launched a Partner Journey Mapping project, investing approximately 100 hours interviewing key internal and external stakeholders who influence or are impacted by our partner interactions. We carefully analyzed the insights we gathered, identified gaps and opportunities for improvement, and presented our findings to the Executive Leadership Team (ELT).
In response to our recommendations, the ELT approved ten distinct workstreams. Working closely with our Client Advisory Board partners, we prioritized these recommendations for implementation across Alegeus. As a result, we’ve rolled out several significant improvements. These include a new process for partner-suggested product ideas, a partner temperature/Get-to-Green process for better root cause analysis and issue resolution, and the removal of barriers and streamlining of bottlenecks within the Go To Market and Customer Experience & Operations teams. These changes are aimed to enhance support and growth, while also eliminating organizational silos.
Leading at Alegeus isn’t confined to formal leadership roles. As a respected thought leader in our organization, can you offer insights on how those without direct reports can still effectively lead and influence outcomes within the organization?
In my role, I have numerous opportunities for cross-functional collaboration. At Alegeus, there is a deep appreciation for the way diverse roles and perspectives enrich our teams. Building relationships with colleagues outside of my direct organization and working closely with our partners has provided me with a broad range of insights. This approach helps me earn the trust of senior leaders, as they value the well-informed recommendations I provide, knowing they are grounded in comprehensive understanding rather than isolated viewpoints.
What do you believe sets Alegeus apart in terms of its culture and approach to innovation?
Alegeus truly values its people. Despite changing roles a few times during my tenure, I’ve consistently had the pleasure of working with great people. My boss, in particular, has played a crucial role in my job satisfaction and success at Alegeus. He consistently advocates for my growth, providing me with the tools and opportunities to continue learning and advancing, recognizing that I am still early in my career.
Tell us about a hobby you enjoy in your free time.
Outside of Alegeus, 
I have two main hobbies: traveling and sports. I usually take at least one international trip each year. Recently, I went to Ireland, Spain, and Portugal, and I also attended the Women’s World Cup in New Zealand. I’m a huge fan of New England sports. I have season tickets to the New England Revolution and go to at least one Bruins, Patriots, and Celtics game each year. I also closely follow women’s sports teams including the US Women’s National Soccer team (USNWT) and the National Women’s Soccer League (NWSL).
Something that I am most passionate about as it relates to sports is my involvement in coaching the women’s rugby team at Bentley University. Being a member of the team myself all four years of my undergraduate, I missed the team environment post-graduation and wanted to get involved. I began as the assistant coach and have been head coach for the past three years. I love staying connected to the rugby community, not only does it help keep me in shape post-graduations by also provides me a constant source of fulfillment and camaraderie.