Hey There CX Professionals!
Check out our amazing opportunity with Florida Blue, A GuideWell Company, whose mission is to help people and communities achieve better health. This role on our influential CX team offers the ability to lead and inspire others, utilize creative design strategy skills across various departments, and bring care and compassion for people to the center of their work. We offer competitive compensation, an attractive benefit package (which includes medical, dental, vision, 401k match, annual incentive bonus) and a desirable company culture; which promotes a healthy work/life balance. You'll also be able to enjoy the North Floridian-lifestyle with beautiful weather, wonderful beaches, The Player's Championship Golf Course, a low cost of living, and a flourishing city with NO state income-tax. Close driving distance to both Savannah and Orlando....GREAT location!
The Senior Human-Centered Design (HCD) Lead is part of an innovative and dynamic Customer Experience team that seeks to transform the Florida Blue member experience by working with our internal business partners to uncover and understand member needs, synthesize insights, identify new opportunities, and facilitate workshops on the path to co-designing innovative experiences that create meaningful impact in our members’ lives.
This role will lead large, cross-functional initiative teams through the design process to create holistic, omni-channel experiences. The Senior Human-Centered Design (HCD) Lead will also plan and synthesize research and insights, map customer journeys, lead ideation workshops and design sprints, create testable proofs of concept and prototypes, clearly articulate a vision for our customer experiences, and provide support to implementation teams.
This is a role for a strategically minded, empathetic leader with a passion for design, a skill for building relationships and an ability to influence business partners of the value of HCD. The Senior Human-Centered Design (HCD) Lead will mentor other design team members and in using experience and leadership skills, help mature the HCD practice while continuously improving our ability to deliver great design work.
This is an exciting time to join Florida Blue. We are transforming the company from the inside out into a truly customer journey focused enterprise. We touch the lives of over four million members and are shaping the future to make healthcare more approachable, effortless, and smarter for all.
Engage with and lead business partners in the design process, helping them discover, understand, and apply human-centered design methods to improve the Florida Blue member experience:
Provide strategic design leadership to projects that span across multiple business teams
Conduct and lead Design Thinking analysis and synthesis activities to turn insights into new solution offerings
Facilitate customer journey mapping, CoDesign workshops, and other design insight and ideation sessions
Prepare communications that effectively articulate design insights, opportunities, innovative design concepts, and value propositions
Create cross-channel proofs of concept and design prototypes, and lead other prototype designers
Develop team capabilities to grow the quality, consistency, and efficiency of the CX Design group’s human centered design processes, methods, tools and techniques
Develop/integrate processes, tools, and techniques to optimize and improve the HCD practice
Mentor design team members, and improve the capabilities of the team as a whole
Monitor customer experience trends, best practices, and opportunities for innovation across industries to inspire an evolving HCD discipline
Qualifications:
6+ years related Consumer Experience Design work experience
2+ years of direct or matrixed supervision experience (leading other teams)
Related Bachelor's degree or equivalent work experience
Design, Design Strategy, Service Design, Human-Centered Design, Psychology, Graphic Design
Design:
Expertise and practice using the Human-Centered Design approach to problem solving (Inspiration, Ideation, Implementation) and using design thinking to explore innovative solutions to unmet needs and opportunities
Ability to know how and when to use design best practices, innovative methodologies, and/or lean methodologies
Experience designing customer experiences for major products and/or services for significant brands and/or large companies, with examples to showcase
Ability to analyze, synthesize, and communicate large quantities of information and convert into effective recommendations and actions
The ability to emotionally connect to the lives and realities of the people we serve, and build customer empathy capabilities among business partners
Significant experience as a design workshop facilitator
Experience creating intuitive, accessible designs through the entire experience lifecycle, from the first-time user to the expert
Experience working directly with execution teams on implementation of design solutions
Experience with Adobe CS, or other tools with similar depth
Research:
Experience designing and conducting qualitative and quantitative research methods (such as 1-on-1 interviews, CoDesign, contextual inquires, Customer Experience Immersions, surveys, etc.)
Experience synthesizing research findings to provide insights, identify opportunities, and generate conceptual frameworks and solutions
Leadership:
Ability to lead cross-functional teams to deliver on initiatives from conception through completion on time, within budget, and on (or beyond) scope.
Strategic thinking and planning capabilities; proven organization skills and detail oriented with ability to be flexible and work with ambiguity
The ability to enhance. Extend and create scale on human-centered design capabilities within the design team and with business partners to improve their every-day processes and outcomes
Communication:
Effectively communicate conceptual ideas and design solutions, articulating design rationale verbally and visually
The ability to translate insight and strategy into concept prototypes, and generally communicate your vision through beautiful artifacts
Ability to communicate with business partners through customer journeys, storyboards, ecosystem and service designs, prototypes, process flow diagrams, wireframes, infographics and other materials
A strength in using storytelling to share your discoveries, influence business partners and create energy around an idea or an initiative
Ability to pitch concepts in a clear, concise, and compelling way to obtain buy-in and/or funding
Relationships:
Success in navigating, large organizations, which by their nature involve complicated relationship networks and dynamics
Ability to nurture productive, reciprocal partnerships to influence change; influence Customer Experience and corporate strategy; build trusting relationships internally and externally
Excellent inter-personal skills with a strong ability to excel in a collaborative environment
Approachable, kind and considerate working style—you care about the well-being of your partners, team members, and leaders. You seek the good in people first and help move projects along gracefully
Preferred Qualifications:
Related Master’s degree or additional related equivalent work experience
Healthcare and/or insurance experience
High-fidelity prototyping ability and experience using InVision or similar prototype testing tools
Fluency with Lean Process improvement tools
General Physical Demands: Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.
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