Director Integrated Experience Design
Description
JOB SUMMARY
This job will be a key player in re-imagining our Living Health digital experience leading strategic work to transform the post-password digital experience for the people we serve who are seeking care.
The incumbent will oversee the end to end process to conceptualize and design how people interact with finding and accessing virtual / physical medical and behavioral care in tight collaboration with our Experience, Strategy
Research and Design teams. This will result in a highly usable and engaging digital solutions within the platform. Will work with the our Design Systems Team, Digital Design for Core and Coverage, as well as our Digital Product teams to understand the moments that matter associated with digital touchpoints in our customer journeys and will work to resolve fragmented access points and applications.
Will direct the design of internally developed services within the platform, while ensuring that all integrated digital solutions and third-party solutions provide a mature, consistent and seamless experience.
Will work in tight coordination with IT and the Digital Product team to ensure Expert resources and other Enterprise resources needed for an effective design process are deployed consistently in a well-defined matrix reporting structure.
ESSENTIAL RESPONSIBILITIES
- Perform management responsibilities to include, but are not limited to : involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity.
- Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary;
may have budgetary responsibility and authority.
- Leverages design knowledge to collaborate with stakeholders to define, plan, and design the appropriate end-to-end cross-channel experiences and solutions from a customer and clinician point of view to achieve customer engagement, clinician engagement, health outcomes, and affordability targets and in support of scaling curated health model solutions.
- Provide periodic informal work guidance / direction to junior team members; Provide performance input and recommendations to management for development / training plans.
May have supervisory responsibilities on a project basis.
Develop analytical frameworks, approach and methodology best practices to analyze strategy issues and monitor initiatives.
Evaluates new software or technology capabilities, assesses vendor solutions, creates and manages ongoing partnerships with third parties such as digital agencies, software vendors, BCBSA, and other key vendors.
- Conveys and prioritizes needs from comprehensive listening system in collaboration with Portfolio Insights & Acceleration and other Enterprise teams in the matrix to identify client, customer and clinician needs and expectations to support solution design and personalization.
- Accesses market intelligence capabilities focused on understand the market products, innovations, competitor solutions and any aspect of information needed to support the design process.
- Applies a customer and clinician-centric lens to problems and advocates for a combined customer and clinician view in all interactions.
- Leads in design sessions with design team, Experts and other business partners. Applies a variety of methods and approaches to facilitate problem solving;
experiments to find the best solutions.
Other duties as assigned or requested.
EDUCATION
Required
Bachelor's Degree in Business, Design, Healthcare Administration, Economics, Analytics, or relevant experience and / or education as determined by the company in lieu of bachelor's degree.
Preferred
Master's Degree in Business, Design, Healthcare Administration, Economics, Analytics, or related field.
EXPERIENCE
Required
- 7 years of related progress experience in the area of specialization, including experience in leading large projects
- 5 years in Technology, Business or Healthcare
To Include
1 year with strategy / management consulting firms or internal strategy groups of healthcare companies
Preferred
- 3 years in the design of complex digital platform products and / or "living" design systems OR
- 3 years applying design process within Agile technology / R&D environments OR
- 3 years with Health Insurance and / or Provider operations OR
- 3 years with operational improvement OR
- 3 years of knowledge of membership, rates, financial, economic and competitive data
LICENSES or CERTIFICATIONS
Required
None
Preferred
None
SKILLS
- Excellent written, interpersonal, communication, and presentation skills
- Highly motivated with exceptional organizational skills, including the ability to effectively and competently handle multiple projects simultaneously and the flexibility and ability to quickly adapt to changes in work objectives, promotions, and available technology
- knowledge of software development lifecycle, from planning to delivery
- Experience developing business cases, and building ROI for programs from planning through execution
Language (Other than English) :
None
Travel Requirement : 0% - 25%
0% - 25%
PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS
Position Type
Office-based
Teaches / trains others regularly
Occasionally
Travel regularly from the office to various work sites or from site-to-site
Occasionally
Works primarily out-of-the office selling products / services (sales employees)
Never
Physical work site required
Lifting : up to 10 pounds
Constantly
Lifting : 10 to 25 pounds
Occasionally
Lifting : 25 to 50 pounds
Does Not Apply
Pay Range Minimum : $126,400.00
$126,400.00
Pay Range Maximum : $233,700.00
$233,700.00
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation / gender identity or any other category protected by applicable federal, state or local law.
Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation / gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities / Women / Protected Veterans / Disabled / Sexual Orientation / Gender Identity ()
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