Manager - Customer Experience and Design

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="" 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" rel="noopener noreferrer">Click here</a> to view open positions.

keywords: design,analysis,execute,presentation,teamwork,quality assurance,provide,management,planning,execute,degree,experience,skills,license,software development,teamwork


Competitive Compensation and Benefits Package

Overview: The Customer Experience Design Consultant will lead CX improvement initiatives using human-centered, lean start-up methodologies. This is a role focused on holistic, omni-channel experience design from concept to production. This CX Design Consultant 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, omni-channel 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 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>Responsible to plan, organize, direct, control, and lead assigned business unit; specialize in development, planning, and leadership; operate within broad objectives to ensure optimum utilization of capital, manpower, and equipment for the assigned business unit.</li> <li>Manage activities of a department including but not limited to planning, problem-solving, staff development and communication. Execute function/area objectives that support continuous improvement.</li> <li>Manage professional, exempt, and non-exempt non-bargaining and bargaining unit employees.</li> <li>Responsible for special projects and/or problem resolutions.</li> <li>Provide effective and efficient solutions to complex business problems.</li> <li>Provide high-level oversight and leadership.</li> <li>Other duties may be assigned.</li> </ul>
Requirements: <ul> <li>Bachelor's Degree in related field required. Master's Degree in related field considered a plus.</li> <li>Five (5) to ten (10) years experience in related field including experience in a leadership role.</li> <li>Ability to work under general direction.</li> <li>Ability to work effectively in a team environment.</li> <li>Good analytical, organizational, planning, verbal and written communication skills.</li> <li>Other related skills and/or abilities may be required to perform this job.</li> <li>Valid Michigan Accident and Health Insurance License if selling.</li> <li>Valid and unrestricted driver's license is required. Preferred Experience:</li> <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, or related field).</li> <li>Start-up environment experiences.</li> <li>Project leadership.</li> <li>Basic coding and editing for digital prototypes and concept exploration (preferred)</li> <li>A background working with Operations for the implementation of designs.</li> <li>Strong MS Office, Adobe skills</li> </ul>