Experience Integration Director - Human-Centered Design
Elevance Health

Job Info

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Experience Integration Director - Human-Centered Design

Location: This position will work a hybrid model (remote and office). Ideal candidates must live within 50 miles of a PulsePoint location.

The Experience Integration Director, HCD, is responsible for supporting the enterprise strategy on the future of work, workplace, and workforce by integrating the customer experience across value streams (e.g. Future of Care, Future of Operations, Future of Insurance, and Future of Experience). Key stakeholder focus areas will include employers, brokers, members, providers, community constituents, and Elevance Health associates. As a human-centered design thinker, you will work side-by-side with our business leaders to understand the humans we serve, craft clear opportunities for growth and engagement, invent what the future looks like, and work with others to bring those ideas to life.

How you will make an impact:

• Hands-on work with and across value streams to connect and reflect the future company experience, identify the critical moments that matter, develop key measures of experience, and co-design the feedback loop across the enterprise (e.g. technology, process, and workforce design).
• Connects business priorities to experience goals to form an end-to-end view of the value the company brings to its customers.
• Knowledge of human-centered design methodology and strong leadership through project work leveraging best practices and tools
• Uncovering, exploring, and finding the story in the data that ensures innovation's strategic recommendations are informed opinions based on evidence
• Building customer profiles, mapping customer journeys, and identifying pain points where an omni-channel experience can be re-imagined
• Designing and leading workshops with internal teams and/or clients; facilitating conversations, championing unexpected insights to inspire creative solutions
• Contribute to translating business issues into research design and lead screener and discussion guide development, recruitment monitoring, quality assurance, research collection, and reporting
• Contribute to translating research findings into actionable insights and leverage insights together with other sources, to inform personas, journeys, need states, innovation concepts
• Stay up to date on emerging research methods and providers to drive improvements in the insight-generation process
• Lead small project teams when needed

Minimum Requirements:

Requires a BA/BS related to human-centered design, product/service design, or related field and a minimum of 8 years experience related to customer and employee experience; or any combination of education and experience, which would provide an equivalent background.

Preferred Skills, Capabilities and Experiences:

• Experience designing and building solutions for Healthcare is highly desired.
• 8-10 years of design thinking experience.Should have experience delivering work using a human-centered design process.
• Should demonstrate a growing understanding of user-centered design methods and best practices.
• Ability to visualize and prototype (in collaboration with a design team) intended solutions at various levels of fidelity to use as stimuli in research
• Design skills are a plus.
• Previous work with behavior change models and applications is strongly desired. (Not theory only).
• Health industry, management consulting, or related experience strongly preferred.
• Critical thinking, creative problem-solving, knowledge, and experience with customer segmentation, persona development, journey mapping, and storytelling (personas, journey mapping) are strongly preferred.
• Must have great communication skills, be a self-starter, and have the ability to thrive in a fast-paced, collaborative, agile environment while leading iterative process improvement efforts across multiple initiatives.

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities - and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact elevancehealthjobssupport@elevancehealth.com for assistance.

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