Director Integrated Experience Design

Providence, RI, United States

Highmark Health Director Integrated Experience Design Providence , Rhode Island Apply Now This job will be a key player in re-imagining our Living Health digital experience--leading strategic work to transform the post-password digital experience for the people we serve who are seeking care. The incumbent will oversee the end to end process to conceptualize and design how people interact with finding and accessing virtual/physical medical and behavioral care in tight collaboration with our Experience, Strategy

, Research and Design teams. This will result in a highly usable and engaging digital solutions within the platform. Will work with the our Design Systems Team, Digital Design for Core and Coverage, as well as our Digital Product teams to understand the moments that matter associated with digital touchpoints in our customer journeys and will work to resolve fragmented access points and applications. Will direct the design of internally developed services within the platform, while ensuring that all integrated digital solutions and third-party solutions provide a mature, consistent and seamless experience. Will work in tight coordination with IT and the Digital Product team to ensure Expert resources and other Enterprise resources needed for an effective design process are deployed consistently in a well-defined matrix reporting structure.

ESSENTIAL RESPONSIBILITIES

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.

Leverages design knowledge to collaborate with stakeholders to define, plan, and design the appropriate end-to-end cross-channel experiences and solutions from a customer and clinician point of view to achieve customer engagement, clinician engagement, health outcomes, and affordability targets and in support of scaling curated health model solutions.

Provide periodic informal work guidance/direction to junior team members; Provide performance input and recommendations to management for development/ training plans. May have supervisory responsibilities on a project basis.

Develop analytical frameworks, approach and methodology best practices to analyze strategy issues and monitor initiatives. Evaluates new software or technology capabilities, assesses vendor solutions, creates and manages ongoing partnerships with third parties such as digital agencies, software vendors, BCBSA, and other key vendors.

Conveys and prioritizes needs from comprehensive listening system in collaboration with Portfolio Insights & Acceleration and other Enterprise teams in the matrix to identify client, customer and clinician needs and expectations to support solution design and personalization.

Accesses market intelligence capabilities focused on understand the market products, innovations, competitor solutions and any aspect of information needed to support the design process.

Applies a customer and clinician-centric lens to problems and advocates for a combined customer and clinician view in all interactions.

Leads in design sessions with design team, Experts and other business partners. Applies a variety of methods and approaches to facilitate problem solving; experiments to find the best solutions.

Other duties as assigned or requested.

EDUCATION

Required

Bachelor's Degree in Business, Design, Healthcare Administration, Economics, Analytics, or relevant experience and/or education as determined by the company in lieu of bachelor's degree.

Preferred

Master's Degree in Business, Design, Healthcare Administration, Economics, Analytics, or related field.

EXPERIENCE

Required

7 years of related progress experience in the area of specialization, including experience in leading large projects

5 years in Technology, Business or Healthcare

To Include

1 year with strategy / management consulting firms or internal strategy groups of healthcare companies

Preferred

3 years in the design of complex digital platform products and/or "living" design systems OR

3 years applying design process within Agile technology/R&D environments OR

3 years with Health Insurance and/or Provider operations OR

3 years with operational improvement OR

3 years of knowledge of membership, rates, financial, economic and competitive data

LICENSES or CERTIFICATIONS

Required

None

Preferred

None

SKILLS

Excellent written, interpersonal, communication, and presentation skills

Highly motivated with exceptional organizational skills, including the ability to effectively and competently handle multiple projects simultaneously and the flexibility and ability to quickly adapt to changes in work objectives, promotions, and available technology

knowledge of software development lifecycle, from planning to delivery

Experience developing business cases, and building ROI for programs from planning through execution

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Occasionally

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Does Not Apply

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

$126,400.00

Pay Range Maximum:

$233,700.00

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

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