- +3
- +5
- United States
Über
The VP Experience Research and Design is responsible for scaling product-led transformation and expanding impact. The leader will ensure every touchpoint delivers on Highmark Health's promise of a remarkable health experience and champions customer-centric innovation through research and design for insurance products and omni-channel customer journeys, ultimately improving the lives of members by shaping the future of health care with a better health care experience and affordability. The person in this role will lead a team of cross-disciplinary designers, design operations, product operations and partner with our omni-channel journey owners to ensure Highmark's digital experiences are poised to make it easier for people to do business with Highmark, to make it easier for people to manage their health, and to deliver value to our stakeholders, both internal and external. This leader will also partner with our digital product management, technology, and data teams and a variety of external partners to ensure our digital experiences are equally desirable, feasible, and viable. Lead and mentor a large (30+) global team of research and design FTEs and consultants spanning UX, UI, service design, research, and design ops. Expect to collaborate closely with Product, Data, and Technology partners in a fast-paced, customer-obsessed culture. You'll also nurture a culture of continuous learning through design critiques, cross-functional collaborations/jams, and an active Community of Practice. Perform management responsibilities to include but are not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity. Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority. Partner with business, product management, data, and technology stakeholders to translate complex business strategies into research and design initiatives that support delivery of omni-channel product roadmaps. You'll help our internal and external stakeholders fully understand how to work with our research and design team and build transparency into our process, clarifying roles and responsibilities and improving the collaboration of multi-disciplinary teams. Oversee our user research strategyfrom road mapping to executionto ensure every major product decision is data-driven, improving key metrics like Net Promoter Score (NPS), first-time user experience, and customer activation and engagement. Develop feedback loops that set teams up for continuous improvement. Optimize design operations and team structure to enable rapid experimentation, faster time-to-market, and consistent brand experiences across all channelsmeasured by improvements in release velocity and customer satisfaction. Build staffing models for growth and agility that allow us to deliver the highest quality experience in a cost-effective way. Ensure we can scale our capabilities to deliver more value to our customers faster, streamlining the way that we work. You'll build and refine scalable design processes, tools, systems, automation, and global partnerships that support innovation, rapid growth, speed, and allow for incremental flexibility. You'll develop measurement systems that show the value of design to our internal stakeholders and prove that the investment in research and design is not optional. Build customer-first thinking into our organization's DNA by collaborating cross-functionally to embed human-centered design (HCD), design thinking, and a customer-first mindset into everything we do. You'll increase the number of people who complete our HCD training programs and Customer Immersion programs, as well as continuously engaging team members in a robust Community of Practice where they can grow in their craft and add new skills. You'll expand the use and utility of existing research and tools (i.e. archetypes, Voice of Customer) and develop new tools that support a customer-first mindset and simultaneously drive business results. Create and leverage partnerships that extend our capabilities and capacity. You'll partner with external research firms, global staffing agencies, and digital capability partners to tap into the best of what they have to offer and ensure that our operating and interaction models with those partners maximize our investment. Other duties as assigned or requested. Required: 10 years in leading multi-disciplinary design teams (i.e. research, UX, UI, content strategy, design systems) across multiple channels, delivering everything from up-front research through conceptual design, delivery, and ongoing management of channels. 5 years of practicing Human Centered Design and/or Design Thinking process and methods. 5 years in managing complex initiatives in highly regulated industries like healthcare, finance or government. 5 years of driving transformational change, leading teams, developing talent, and building relationships. Preferred: Experience in complex digital ecosystems that bring internal and vendor capabilities together for end users. Experience in agile delivery and digital transformation. Required: Bachelor's degree in Computer Science, Graphic/Visual Design, Human-Computer Interaction, Information Architecture, Psychology/Sociology, Anthropology, UI Design, or related field. Preferred: Master's degree in Computer Science, Graphic/Visual Design, Human-Computer Interaction, Information Architecture, Psychology/Sociology, Anthropology, UI Design, or related field. None None Upto 2 Less than 25% Office-Based or Remote Position Frequently
Wünschenswerte Fähigkeiten
- Content Strategy
- Design Thinking
- Human Centered Design
- Research
- UI
Berufserfahrung
- UX Designer
- UX Researcher
- Product Owner / Product Manager
Sprachkenntnisse
- English