Consumer Research and Design Expert
Jacksonville, FL US
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Job Description
Design Thinking Expert
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? The Design Thinking Expert is key role in Florida Blue's Customer Experience Center of Excellence (CX CoE) - a new, innovative, and dynamic team that will drive Florida Blue'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 Methodologies in conjunction with process improvement tools. This is a role focused on holistic, Omni-channel experience design from concept to production. The Design Thinking Expert 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 and process improvement facilitation, journey and concept design, qualitative research and partnering on implementation.
Job Summary
  • Leverages customer experience expertise, lean process improvement 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 Florida Blue
  • Articulates value propositions for innovative, inspired, and simple design concepts to demonstrate how they support Florida Blue'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 Florida Blue
  • 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, process flow diagrams, 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, lean 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 customer-centric solutions within the health insurance industry
Requirements
  • 5+ years of experience in Consumer Experience Design
  • Experience leading large Customer Experience programs
  • BA or MFA ( Design, Human Factors, Psychology, Information Science or HCI, Graphic Design, Lean Process improvement)
  • Fluency with Lean Process improvement Tools, Adobe CS or other tools with similar depth for business assessment and prototyping
  • A successful background working directly with Operations for the implementation of designs

Florida Blue is an Equal Opportunity Employer - Protected Veteran/Disabled

 

Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
5+ years
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