Director, Consumer Experience Design

The Blue Cross and Blue Shield Association is a national federation of 36 independent, community-based and locally operated Blue Cross® and Blue Shield® companies. The Association owns and manages the Blue Cross and Blue Shield trademarks and names in more than 170 countries and territories around the world. The Association grants licenses to independent companies to use the trademarks and names in exclusive geographic areas.

Are you a seasoned designer who wants to make a great impact? Are you looking for a career that is truly helping people, not just a job helping sell products? At Blue Cross Blue Shield Association, our consumer experience team is focused on reimagining healthcare to help people during both the everyday moments and the ones that matter the most. We touch the lives of 106 million members and are shaping the future to make healthcare more approachable, effortless, and smarter for all.

The Director of Consumer Experience Design will lead all CX improvement initiatives, using human-centered, lean start-up methodologies. This is a role focused on holistic, omni-channel experience design and will be responsible for managing internal project teams and cross-functional “design sprint” teams across the nation to improve each stage of the end-to-end consumer lifecycle. This hands-on role will shape a CX design program and move experiences and ecosystem designs from conception, to minimum viable products, to large scale launch and adoption.

**Required Basic Qualifications:** * 10 years of related experience with a minimum of 8 years in Consumer Experience design and 5 years designing holistic omni-channel consumer and service delivery eco-systems * Experience leading large Consumer Experience programs using Lean Start-up Methodologies strongly preferred * BFA or MFA in Design preferred (Human Factors, Psychology, Information Science or HCI, Graphic Design) * Fluency with Sketch, Photoshop, Illustrator, InDesign, InVision or tools with similar depth * A successful background working directly with Operations for the implementation of designs * Start-up experience (optional) * Low-fidelity video creation (optional) * Basic coding and editing for digital prototypes (optional) * Industrial design prototyping skills (optional) **Highly Preferred Qualifications:** * Design Leadership – Success leading multiple cross-functional teams through discovery research, synthesis, ideation, design, and testing of concepts. A strategic lens within projects that includes consideration of the overarching customer experience, strategic frameworks, product portfolio, roadmap, etc. * Lean Program Management – Ability to lead Consumer Experience programs using lean start-up methodologies to define and drive goals. Ability to facilitate co-creation Design Sprints with cross-functional teams. Experience managing a portfolio of projects to achieve measurable business effect and impactful customer experiences. A comprehensive understanding of human / business / technical perspectives. Capable of seamlessly moving from method to method to meet overall project goals and timelines. Direct work on, or visibility to, numerous programs and projects to ensure excellence in experiences. Cool under pressure, able to manage many details and priorities. Able to work with teams to balance solution vs. budget, schedule, and tools. * Consumer Experience Design - 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, informative, 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. * Design Research – Seasoned in fast-paced design research. Ability to conduct informal consumer studies and present findings that will inform improvements in the customer experience. Capable of establishing research methods and strategies with our consumer research teams. Ability to discover customer and business needs through contextual inquiries, and generative and quantitative research, and identify solutions to meet those needs.Consulting and Mentoring – The ability to teach team and partners experience and human-centered design techniques to improve their every-day processes. * Fast Paced Innovator - 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. Appreciation of high quality visual design, innovative technology, marketing strategy, business strategy, as well as business analysis and quality assurance disciplines. * Influence and Ability to Foster Relationship – Ability to nurture productive, reciprocal partnerships to influence change. Demonstrated ability to influence corporate strategy, Consumer Experience strategy and building trusting relationships internally and externally with Plan partners. Excellent inter-personal skills with a strong ability to excel in a collaborative environment. Consumer Evangelist – The ability to build consumer empathy in business partners and emotionally connect to the lives and realities of the people we serve. Advocating and proselytizing for our consumers at all times. Experience in designing and conducting Consumer Experience Immersions. * Storytelling and Concept Selling- A 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. * Approachable, Kind and Considerate Working Style - You care about the well-being of your partners, team members, and leaders. You seek the good in people first and help move projects along gracefully.