The CX Designer is a key role in the company’s Customer Experience Center of Excellence (CX CoE) a new, innovative, and dynamic team that will drive the transformation to become a customer-focused health solutions company.

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, omnichannel 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.

Essential Functions

• Leverage customer experience expertise and design knowledge in collaboration with stakeholders to define, plan, and develop end-to-end customer-centered solutions.
• Translate business requirements into compelling solutions by applying principles of human-centered design towards the creation of new concepts, products, and processes across the company.
• Articulate value propositions for innovative, inspired, and simple design concepts to demonstrate how they support the company’s CX design principles.
• Provide advice on design capabilities, strategy, and innovation to projects that span across multiple business teams.
• Engage with and advise business partners in the design and iterative process, helping them discover, understand, and deliver customer-centered design solutions.
• Monitor customer experience trends and best practices across industries to implement appropriate practices.

Required Qualifications

• 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 designs.

Additional Preferred Qualifications

• Customer Experience Design
• Hands-on experience designing holistic, omnichannel customer and service delivery ecosystem designs.
• Design Research – Ability to conduct informal customer studies and present findings that will inform improvements in the customer experience.
• Fast-Paced Innovator – Ability to translate insight and strategy into concept prototypes and communicate your vision through your artifacts. Creative use of technology and alternative approaches.
• Consulting and Mentoring – The ability to teach team and partners experience and human-centered design techniques to improve their everyday processes.
• Influence and Ability to Foster Relationships – Ability to nurture productive, reciprocal partnerships to influence change.
• 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 – Experience in designing and conducting Customer Experience Immersions.
• Experience developing customer-centric solutions within the health insurance industry.