Head of Experience Design & Design Thinking

<p>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.</p>

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: leverage expertise,develop vision,build team,create environment,let's go!,customer experience design,fast-paced innovator,design research,consulting & mentoring,storytelling & concept selling,consumer obsessed,approachable, kind and considerate working style,proven success,inspired & inspirational,dedicated to quality,clear communicator,diverse experience,practiced researcher,dynamic leader,healthcare bent

Director

Overview: <p>As an expert in experience design and design thinking, you'll lead the build out and development of these capabilities for Blue Cross Blue Shield of Michigan,&nbsp;a not-for-profit mutual and Michigan's largest health insurer.&nbsp;&nbsp;<br /> <br /> In this role, you'll&nbsp;develop and&nbsp;own the vision and purpose of Design, creating converts throughout the organization who enthusiastically advocate for and embrace&nbsp;that vision and purpose.&nbsp;</p> <p>To start, you'll build and&nbsp;mentor a team of UX, UI and research designers, and be responsible for identifying and prioritizing a stream of impactful work based on customer research.&nbsp; Then, structure and deploy design teams to drive real business value with practical innovation.&nbsp;<br /> <br /> Further,&nbsp;you'll create the environment where Design can thrive in the enterprise, including leading the charge for new tools, new vendors and new processes where and when&nbsp;it makes sense for the business.&nbsp;<br /> <br /> Are you ready to&nbsp;be both the face and the heart of the Design practice, both to&nbsp;your&nbsp;team and to the organization at large?&nbsp; If so, this&nbsp;may be the right career move for you.</p>
Responsibilities: <p><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.</p> <p><strong>Fast Paced Innovator</strong><strong>:</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.&nbsp; Appreciation of high quality visual design, innovative technology, marketing strategy, business strategy, as well as business analysis and quality assurance disciplines.&nbsp;</p> <p><strong>Design Research: </strong>Seasoned in both fast-paced design research and strategic research to identify unmet customer needs. Ability to conduct and/or partner on consumer studies and present findings that will inform improvements in the customer experience.&nbsp; 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.</p> <p><strong>Consulting and Mentoring: </strong>Ability to teach teams and partners experience and human-centered design techniques to improve their every-day processes.</p> <p><strong>Storytelling</strong> <strong>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.</p> <p><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.</p> <p><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.</p>
Requirements: <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> <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,&nbsp;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> <br /> Job Description - Director of Experience Design &amp; Design Thinking (DES00001) <div id="main"> <div id="TaleoContent"><form id="ftlform" action="jobdetail.ftl" method="post" name="ftlform"> <div class="masterbody"> <div> <div class="mainsection"> <div class="requisitionDescription"> <div id="requisitionDescriptionInterface"> <div id="requisitionDescriptionInterface.descRequisitionContainer" class="ftllist"> <table id="requisitionDescriptionInterface.descRequisition" class="tablelist" cellspacing="0" cellpadding="0"> <tbody> <tr id="requisitionDescriptionInterface.ID2857.row" class="ftlcopy ftlrow"> <td class="columnfull"> <div class="columnfull"> <div class="mastercontentpanel3"> <table class="tablelist" cellspacing="0" cellpadding="0"> <tbody> <tr id="requisitionDescriptionInterface.ID3143.row.row1" class="ftlrow" title=""> <td class="columnfull"> <div class="editablesection"> <div id="requisitionDescriptionInterface.ID1558.row1" class="contentlinepanel" title=""> <p><span style="font-family: Arial; font-size: medium;"><em>All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.</em></span></p> </div> </div> </td> </tr> </tbody> </table> </div> </div> </td> </tr> </tbody> </table> </div> </div> </div> </div> </div> </div> </form></div> </div>