at Highmark Health in Springfield, Illinois, United States
Job Description
Company :
Highmark Health
Job Description :
JOB SUMMARY
This job is part of the Product and Health Experience team in the Experience Research + Design Practice and will develop concepts for experiences that will positively impact customers and clinicians in physical and digital environments. Our team exists to gain a deep understanding of the human behaviors, challenges, needs, and unmet needs of those providing, supporting, and receiving care. We use that understanding to lead cross-functional, participatory co-design experiences that generate concepts, experiences, tools, delivery models, and care models, looking three to five years into the future, to transform how people experience health and healthcare.
The candidate will be comfortable with ambiguity and apply their experience in Human-Centered Design, Experience Design, and/or Service Design to create products, solutions, and experiences that will deliver measurable impact. They will also support defining and deploying design methods, processes, and tools to fuel our work across engagements with the Population and Curated Health, Customer Experience, Clinician Experience, and other workstreams.
The incumbent will support shaping ideal customer experiences by deeply understanding the customer journey across multiple touchpoints. They will support customer-centric design with the ability to craft compelling customer narratives to build empathy and evoke action amongst partners.
The Senior Experience Designer will support and collaborate with Lead Designers and Strategists as well as Design Practice leaders, Business Stakeholders, Portfolio Leads, and matrixed teams-supporting the translating goals, defining timelines, seeking feedback, and articulating insights into actions that push the delivery of experience and solution designs forward. They will deeply commit to designing the right experiences, products, and experiences for our customers and clinicians. The candidate will have experience working within end-to-end human-centered programs and projects with experience in discovery, research, interviewing, problem framing, articulating insights and opportunity areas, concept development, and prototyping.
The Senior Experience Designer will be equipped with a versatile set of tools and technical skills, emphasizing a comprehensive approach to human-centered design.
Although the Research + Design Practice uses a human-centered design approach, the role will not focus on user experience (UX) design or interaction design (UI). Stated differently, this is not a UX role. The incumbent will design ideal customer experiences through human-centered research activities, ideation, concept development, and concept validation. Within this role, there is a greater focus on framing problems and conceptually solving them, often influencing Build/Buy/Partner decisions rather than design specs for a software developing team.
The Senior Experience Designer will support the Customer Experience (CX) domain. They will work with other designers and strategists, focusing on framing and solving meaningful problems for patients and insurance members while considering those who provide care and support. Said differently, our team is passionate about transforming the healthcare and member experience, however healthcare of health insurance experience is not required for success.
ESSENTIAL RESPONSIBILITIES
+ Work within and support the adoption of design methodology, design process, design standards, Agile delivery practices, technology, and tools that are consistently applied to all Living Health solutions.
+ Support Curated Health Model, Customer Experience,Clinician Experience, and Integrated Experienceteams as assigned for project duration.
+ Work within cross-functional teams and problem solve using visual, communication & service design, interaction design, experience design, and human centered design methods and deliverables to drive solution definition.
+ Support delivery of a Living Health Design System of standards, patterns and components that define best practices for digital interaction and enable consistent and rapid development of highly usable and engaging digital solutions for the digital Integrated Experience.
+ Provide subject matter expertise, innovative solutions, and detailed requirements to project teams on multiple, complex projects in one or more of the following areas: information architecture, user experience design, user interface design, visual design, content strategy, and/or usability and research.
+ Responsible for understanding business, customer and clinician problems and collaborating with project teams and key stakeholders to take a project from inception through detailed requirements and implementation using one or many of the following methods: brainstorming exercises; sketching; rapid prototyping; research and usability tests; persona development; heuristic analysis; task analysis; and/or user needs analysis.
+ Strong understanding of emerging trends in healthcare and other verticals and analytics that will inform development of best in class, user-centered design experiences.
+ Other duties as assigned or requested.
EDUCATION
Required
+ Bachelor’s Degree in Human Factors, Interaction Design, Graphic Design, Communications or related field
Substitutions
+ 6 years of related and progressive experience in lieu of Bachelor’s degree
Preferred
+ Human Factors, Interaction Design, Graphic Design, Communications or related field
EXPERIENCE
Required
+ 5 years in User Experience Design, Service Design, Human-Centered Design
Preferred
+ 3 years of Healthcare Insurance industry business and operational knowledge
+ 3 years of broad understanding of technologies used to deliver digital experiences, including but not limited to as Flash, HTML5, jQuery, JavaScript, etc.
+ 3 years with design system and standards definition
LICENSES or CERTIFICATIONS
Required
+ None
Preferred
+ None
SKILLS
+ Leadership Skills
+ Organization and Planning Skills
Language (Other than English):
None
Travel Requirement:
0% – 25%
PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS
Position Type
Office-based
Teaches / trains others regularly
Rarely
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
Never
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
