Customer Experience Design Lead

At Blue Cross Blue Shield of Michigan, our Customer Experience team is focused on reimagining healthcare to help people along their health journey during the everyday moments and the ones that matter the most. We touch the lives of over 5 million members and are shaping the future to make healthcare more easy, useful and enjoyable for all.

Detroit, MI

Blue Cross Blue Shield of Michigan

When you think of <a href="https://www.bcbsm.com/" 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.<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="http://www.bcbsm.com/index/about-us/our-company.html" 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 />Learn more about your options as an external candidate. <a href="https://bcbsm.taleo.net/careersection/2/jobsearch.ftl?lang=en" target="_blank" rel="noopener noreferrer">Click here</a> to view open positions. http://www.bcbsm.com

keywords: design,analysis,teamwork,execute,healthcare,presentation,management,teamwork,leadership,experience,degree,leadership,skills,teamwork

Full-time

Competitive Compensation and Benefits Package

Overview: At BlueCross Blue Shield of Michigan, our Customer Experience (CX) team is focused on reimagining healthcare to help people during both the everyday moments and the ones that matter the most. We touch the lives of over 5 million members and are shaping the future to make healthcare more easy, useful and enjoyable for all.<br /><br />The Customer Experience Design Lead will lead to CX improvement initiatives using human-centered, lean start-up methodologies. This is a role focused on holistic, omnichannel experience design from concept to production. This CX Design Lead will be responsible for leading internal project teams and cross-functional &ldquo;design sprint&rdquo; teams to improve every stage of the end-to-end customer lifecycle. This role requires hands-on strategy formulation, sprint design and facilitation, journey and concept design, qualitative research and partnering on implementation. <br /> <br /><span style="text-decoration: underline;">The job description requires multi-faceted skills, including:</span><br /><br /><strong>Customer Experience Design:</strong> Hands-on experience designing holistic, omnichannel consumer and service delivery ecosystem designs. Ability to transform tasks into intuitive, accessible and easy-to-use designs through the entire experience lifecycle, from the first-time user to the expert. Ability to execute visual, information, interaction, and service design elements of the initiative that meets business and customer needs and delights customers. Ability to communicate the initiative and product to others (Business Partners) through consumer journeys, storyboards, ecosystem and service designs, prototypes, wireframes, infographics, and other materials.<br /><br /><strong>Fast-Paced Innovator:</strong> You are able to prototype rapidly in multiple mediums and levels of interactivity (physical, digital, low and hi-fidelity, tangible and conceptual). The ability to translate insight and strategy into concept prototypes and communicate your vision through your artifacts. Creative use of technology and alternative approaches. Enthusiasm to learn new technologies, and the ability to do so quickly, on the job. Appreciation of high-quality visual design, innovative technology, marketing strategy, business strategy, as well as business analysis and quality assurance disciplines. <br /><br /><strong>Design Research:</strong> Seasoned in fast-paced design research. Ability to conduct and/or partner on consumer studies and present findings that will inform improvements in the customer experience. Capable of establishing research methods and strategies with our market research team. Ability to discover customer and business needs through contextual inquiries, generative and quantitative research, and identify solutions to meet those needs.<br /><br /><strong>Consulting and Mentoring</strong>: Ability to teach teams and partners experience and human-centered design techniques to improve their every-day processes.<br /><br /><strong>Storytelling and Concept Selling:</strong> 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.<br /><br /><strong>Consumer Obsessed:</strong> The ability to build consumer empathy in business partners and emotionally connect to the lives and realities of the people we serve. Advocating for our customers at all times. Experience in designing and conducting Customer Experience Immersions.<br /><br /><strong>Approachable, Kind and Considerate Working Style:</strong> Care about the well-being of your partners, team members, and leaders. Seek the good in people first and help move projects along gracefully.
Responsibilities: <ul> <li>Under general supervision, this position assists in the development of marketing and strategic planning initiatives and leads direct marketing projects which enable Blue Cross Blue Shield of MI to increase its presence within specifically identified segments.</li> <li>Develop strategic marketing plans, to include communications and presentations.</li> <li>Manage direct marketing projects to target increases in the penetration of specific audiences.</li> <li>Coordinate marketing planning and execution with appropriate internal business units and departments.</li> <li>Manage the corporate product naming process, to include market research, analysis, and internal compliance.</li> <li>Lead and manage day-to-day internal client relations. Participate in and contribute to various corporate marketing and product and corporate communications workgroups.</li> <li>Other duties may be assigned.</li> </ul>
Requirements: <p><span style="font-family: Arial; font-size: small;"><strong>Preferred Experience:</strong></span></p> <ul> <li> <div><span style="font-family: Arial; font-size: small;">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)</span></div> </li> <li> <div><span style="font-family: Arial; font-size: small;">Start-up environment experiences</span></div> </li> <li> <div><span style="font-family: Arial; font-size: small;">Project leadership</span></div> </li> <li> <div><span style="font-family: Arial; font-size: small;">Basic coding and editing for digital prototypes and concept exploration (preferred)</span></div> </li> <li> <div><span style="font-family: Arial; font-size: small;">A background working with Operations for the implementation of designs</span></div> </li> <li> <div><span style="font-family: Arial; font-size: small;">Strong MS Office, Adobe skills</span></div> </li> </ul> <p><span style="font-size: small;"><span style="font-family: Arial;"><span style="font-family: Arial; font-size: small;">Additional requirements<br /></span></span></span></p> <ul> <li> <div><span style="font-size: small;"><span style="font-family: Arial;"><span style="font-family: Arial; font-size: small;">Bachelor's Degree in related field required. A master's Degree in the related field considered a plus.</span></span></span></div> </li> <li> <div><span style="font-size: small;"><span style="font-family: Arial;"><span style="font-family: Arial; font-size: small;">Minimum of five (5) years experience in a related field</span></span></span></div> </li> <li> <div><span style="font-size: small;"><span style="font-family: Arial;"><span style="font-family: Arial; font-size: small;">Experience in project management and development and execution of marketing plans is required.</span></span></span></div> </li> <li> <div><span style="font-size: small;"><span style="font-family: Arial;"><span style="font-family: Arial; font-size: small;">Experience in business to business and consumer marketing required.</span></span></span></div> </li> <li> <div><span style="font-size: small;"><span style="font-family: Arial;"><span style="font-family: Arial; font-size: small;">Healthcare experience considered a plus.</span></span></span></div> </li> <li> <div><span style="font-size: small;"><span style="font-family: Arial;"><span style="font-family: Arial; font-size: small;">Ability to work effectively in a team environment.</span></span></span></div> </li> <li> <div><span style="font-size: small;"><span style="font-family: Arial;"><span style="font-family: Arial; font-size: small;">Strong organizational, planning, analytical, presentation and communication skills.</span></span></span></div> </li> <li> <div><span style="font-size: small;"><span style="font-family: Arial;"><span style="font-family: Arial; font-size: small;">Ability to identify customer insights that drive behavior change.</span></span></span></div> </li> <li> <div><span style="font-size: small;"><span style="font-family: Arial;"><span style="font-family: Arial; font-size: small;">Ability to lead and coordinate workgroups.</span></span></span></div> </li> <li> <div><span style="font-size: small;"><span style="font-family: Arial;"><span style="font-family: Arial; font-size: small;">Ability to present solutions and ideas for unique challenges.</span></span></span></div> </li> <li> <div><span style="font-size: small;"><span style="font-family: Arial;"><span style="font-family: Arial; font-size: small;">Other related skills and/or abilities may be required to perform this job.</span></span></span></div> </li> </ul>