CX Human Centered Design Lead
BTG, in partnership with a top ranked healthcare company in Florida, has an immediate need for a CX Human Centered Design Lead professional.
About the Position:
User Interface Graphic Designer. This position is for a front-end designer to work as part of the User Interface Development Team to create and implement cutting edge designs. This team member needs expert knowledge of an array of web technologies as well as experience in agile environments. If you relish tweaking front end markup and scripts to bring that UI interaction hotness to the overall experience.
Requirements of the Position:
The CX Designer is key role in the client's Customer Experience Center of Excellence (CX CoE) - a new, innovative, and dynamic team that will drive the client's transformation to becoming a customer-focused health solutions company, putting the customer at the center of strategic decisions and embedding customer experience best practices throughout the enterprise. Our customer 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 over four million members and are shaping the future to make healthcare more approachable, effortless, and smarter for all. This role will lead the design of all CX improvement initiatives, using human-centered design and lean start-up methodologies. This is a role focused on holistic, omni-channel experience design from concept to production. The CX Designer will be responsible for leading internal project teams and cross-functional "design sprint" teams across the enterprise to improve each stage of the end-to-end customer lifecycle. This role requires hands-on strategy formulation, sprint facilitation, journey and concept design, qualitative research and partnering on implementation.
The essential functions listed represent the major duties of this role, additional duties may be assigned.
Leverages customer experience expertise and design knowledge in collaboration with stakeholders to define, plan, and develop end-to-end customer-centered solutions
Translates business requirements into compelling solutions by applying principles of human-centered design towards the creation of new concepts, products, and processes across the client
Articulates value propositions for innovative, inspired, and simple design concepts to demonstrate how they support the client's CX design principles
Provides advice on design capabilities, strategy, and innovation to projects that span across multiple business teams
Engages with and advises business partners in the design and iterative process, helping them discover, understand, and deliver customer-centered design solutions
Monitors customer experience trends and best practices across industries to implement appropriate practices at the client.
Experience leading large Customer 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 design
Customer Experience Design - Hands-on experience designing holistic, omni-channel customer 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 customer journeys, storyboards, ecosystem and service designs, prototypes, wireframes, infographics and other materials.
Design Research Seasoned in fast-paced design research. Ability to conduct informal customer studies and present findings that will inform improvements in the customer experience. Capable of establishing research methods and strategies with our customer research teams. Ability to discover customer and business needs through contextual inquiries, and generative and quantitative research, and identify solutions to meet those needs.
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.
Consulting and Mentoring The ability to teach team and partners experience and human-centered design techniques to improve their every-day processes.
Influence and Ability to Foster Relationships Ability to nurture productive, reciprocal partnerships to influence change. Demonstrated ability to influence corporate strategy, Customer Experience strategy and building trusting relationships internally and externally. Excellent inter-personal skills with a strong ability to excel in a collaborative environment.
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.
Customer Obsessed The ability to build customer empathy in business partners and emotionally connect to the lives and realities of the people we serve. Experience in designing and conducting Customer Experience Immersions.
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. Experience developing customer-centric solutions within the health insurance industry
Benefits of the Position:
- Full time hours
- Medical / Dental / Vision
If you believe that your skills and experience are a match for this position, please submit your most current resume and a recruiter will be in contact. Resumes can also be submitted via email to firstname.lastname@example.org or by applying online at https://jobs.btginc.com. You may also give us a call at 904-998-9414 to speak to a recruiter.