Director of Service Design & Design Thinking

With more than 7,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust.

Detroit, MI

Blue Cross Blue Shield of Michigan

When you think of <a href="" target="_blank" rel="noopener noreferrer">Blue Cross Blue Shield of Michigan</a> for health insurance, you can know you&rsquo;re getting much more. We're a company founded on a tradition of affordable, quality health care for everyone, improving the present and investing in the future.&nbsp;<br /><br />We offer:<br />Plans for employers and individuals that meet today&rsquo;s needs, budgets and lifestyle<br />The largest network of doctors and hospitals in the state<br />Lower health care costs Higher quality health care<br />Award-winning diversity practices<br />Grants and programs that promote better health throughout Michigan<br /><strong><br />Mission:&nbsp;</strong>We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health.<br /><br /><a href="" target="_blank" rel="noopener noreferrer"><strong>Click here</strong></a> to learn more about our commitment to our Social Mission, view company updates and reviews, and view our awards &amp; accolades.<br /><br />For Application Timeline &amp; Selection Process:&nbsp;<a href="" target="_blank" rel="noopener noreferrer">Click Here</a>. Learn more about your options as an external candidate. <a href="" target="_blank" title="BCBSM" rel="noopener noreferrer">Click here</a> to view open positions.

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Competitive Total Compensation Package

Overview: <p>Responsible for leading the team of designers that will support the advanced design initiatives of the Enterprise.&nbsp; This includes supporting both the strategic and tactical initiatives such as designing experiences for enterprise strategies as well as specific project implementations within the business units.</p>
Responsibilities: <ul> <li> <div>Responsible for creating, owning, and setting the vision and purpose of design throughout the organization.&nbsp;</div> </li> <li> <div>Lead the design-thinking methodology throughout organization.</div> </li> <li> <div>Oversee hiring and mentoring of the design leaders and other User Experience, User Interface and Design Research Designers.<br />Conceptualize and develop programs to promote positive member experiences.&nbsp;&nbsp;</div> </li> <li> <div>Accountable and responsible for establishing and running an ongoing set of collaborative initiatives to ensure the solutions developed for prioritized business problems are feasible to implement and subsequently implemented accurately.</div> </li> <li> <div>Evolve the current set of design tools and methods and create standard process for applying human-centered design and design thinking for the BCBSM.</div> </li> <li> <div>Assess incoming requests for design and manage resource assignments and scheduling to ensure the work is completed.</div> </li> <li> <div>Collaborate with executives across business areas to advance the customer experience strategy while simultaneously balancing the needs and resources of each area.</div> </li> </ul> <br /> <p><strong>Departmental Preferences</strong></p> <ul> <li>Is inspired by leading disparate teams to value design and user-centricity</li> <li>Demonstrates strong communication skills with ability to articulate to clients / users the value of using design thinking to solve problems</li> <li>Is able to produce high quality creative output under quick turnaround times and strict deadlines in a &ldquo;player-coach&rdquo; format</li> <li>Ideally, has a past mix of strategy, service, experience, and visual design skills</li> <li>Long track record of leading ethnographic or qualitative research programs</li> </ul>
Requirements: <ul> <li> <div>Bachelor&rsquo;s Degree in Design, Human Factors, Interaction Design or related field required.&nbsp; Master&rsquo;s degree preferred.</div> </li> <li> <div>Ten (10) years of experience in a related field required.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</div> </li> <li> <div>Ability to build, coach and develop high performing design teams.</div> </li> <li> <div>Ability to foster teamwork and work effectively in a cross-functional team environment.</div> </li> <li> <div>Ability to solve practical problems and deal with moving variables in situations with limited standardization and alignment.</div> </li> <li> <div>Ability to demonstrate creativity, act independently and respond to highly ambiguous situations.</div> </li> <li> <div>Advanced verbal, written communication and interpersonal skills to successfully interact with internal and external audiences.</div> </li> <li> <div>Ability to influence others to achieve business unit objectives.</div> </li> <li> <div>Passion for improving customer experience and ability to implement organizational change.</div> </li> </ul> <br /><strong>Departmental&nbsp;Requirements</strong><br /> <ul> <li>BS/BA/MFA in Design or Master&rsquo;s in design preferred (Human Factors, Interaction Design, Information Science or HCI, Design, Design Strategy, Design Planning, Design Research,<br />or related field)</li> <li>Understands healthcare business and has domain knowledge on how the business works or has worked in diverse industries and has proven track record to pick up new industries context quickly</li> <li>Experience building, coaching, and developing high-performing design teams</li> <li>Has a long track record of successfully evangelizing design methodology in a corporate environment, ideally outside of the traditional bounds of design</li> <li>Has developed a distinct point-of-view around design methodology</li> <li>Clear and articulate speaker on design approaches and impact greatly preferred</li> <li>Portfolio or samples of work</li> </ul>