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Blue Cross Blue Shield of Massachusetts Associate Director, Customer Experience Design in Boston, Massachusetts

Ready to help us transform healthcare? Bring your true colors to blue.

The Role

A key aspect to achieving our mission is Consumer Experience Innovation & Design, leveraging capabilities in product/experience design, design thinking, product management, and software development. Together, we transform our members’ experience and drive strategic advantage fueled by design, technology and analytics.

The Associate Director of Experience Design will have the opportunity to drive journey transformation at scale that has the potential to positively impact millions of lives. You will lead a team of Experience Designers who work hands on with experience managers and experience teams to test, iterate, and scale lean, agile, user-centered design practices and design compelling experiences that improve the health of our members and their communities. The experience team will support will be responsible for developing experience strategy, setting objectives and key results grounded in outcomes, driving rapid discovery, validating ideas early and often, prioritizing efforts across squads, engaging with customers and stakeholders, and building compelling products that drive measurable customer and business outcomes. You will help them with all aspects of the experience lifecycle and help to scale the Experience Design practice to support our transformation and growth.

The Associate Director of Experience Design will lead a multi-disciplinary team (matrixed and direct management) which supports Experience Managers in idea generation, solutioning, prototyping, and success outcomes of innovative solutions to transform journeys that will create a competitive advantage for BCBSMA. In addition, s/he will lead and evolve BCSMA’s design capabilities across strategic objectives, including methodology development, external analysis, and relationship management. In collaboration with BCBSMA business leaders and industry stakeholders, in alignment with BCBSMA strategic priorities, this position will work to evaluate current trends and ideas, identify emerging capabilities, solutions and technologies, all in an efforts to streamline the journeys members take to navigate their health. This leader and their team will gain buy-in and support from leaders, associates, customers, and partners; and advance a portfolio of journey innovations initiatives to market. This position will report to the VP of Experience Transformation.

Responsibilities and Accountabilities

  • Evolve innovation strategies for BCBSMA to align to consumer experience episodes and position them for success ; align to cultural innovation ambitions.

  • Collaborate on opportunities for journey innovation by understanding problems, needs, and ideas from the Experience Managers, the business, the customers (employers, providers, brokers), and the members (consumers).

  • Build a pipeline of ideas to hand off to the Experience Manager to manage and prioritize the roadmap.

  • Explore vendors and technologies in the market that could support facilitation of workshops and experience design, and make build, buy, and partner recommendations.

  • Jointly, with the business leadership, pitch prioritized ideas to Experience Managers and senior executives to support securing approval and funding to advance through the journey innovation process.

  • Track changes in the healthcare vendor, technology, and start-up landscape over time, and engage in conversations and relationship development that may either inform or assist in the development of information sharing, ideation, prototypes, and plans.

  • Develop events in support of Experience Managers associated with strategic journey innovation tracks to further sophistication of consumer insights to reimagine journeys.

  • Partner with a variety of stakeholders to further understand areas impacting BCBSMA’s business in the effort to develop prototypes; external partners may include provider systems, vendors, academic institutions, accounts, think tanks, incubators, community-based organizations, and more.

  • Coach Experience Design team members in the ongoing development of Human-Centered and Experience Design skills, as well as BCBSMA associates.

  • Establish a variety of success outcomes (e.g., revenue, medical cost, administrative cost, net promoter score, clinical effectiveness, consumer adoption, attendance, etc.) designed to track the effectiveness and value of potential solutions; and tracks the impacts of solutions over time

  • Lead team of experience designers, responsible for building the skills of product squads and product leaders.

  • Evangelize strong experience design practices across the organization. Be a voice for building delightful journeys across the organization. Identify strong external design partners who can augment the team on short and long-term bases as needed.

    Required Qualifications

  • Bachelor’s degree required, Master’s or MBA preferred.

  • 8-10 years of experience in consumer marketing, customer experience, product management and transformation leadership.

  • Experience in product leadership roles, driving and implementing product and experience design.

  • Deep experience in Human Centered Design techniques, journey mapping, workshop facilitation and artifact creation.

  • Comprehensive understanding of Customer Experience, and how new tools and technologies are being utilized to improve the customer experience.

  • Experience using agile methods in the product management discipline.

  • Superior people management skills in attracting, retaining, motivating and developing individuals.

  • A connection to BCBSMA’s mission.

  • Exemplary work history with a proven record of success in positions of progressively greater responsibility managing people and achieving business goals and objectives.

  • Strong analytical skills, with the ability to derive actionable insights from data.

  • Excellent communication, interpersonal, and stakeholder management skills.

  • Intellectually curious thought leader and inventive problem-solver.

  • Strategic thinker who is willing to roll up their sleeves to get work done.

  • Has experience leading a diverse group of people in both matrixed and direct reporting structures.

Minimum Education Requirements:

High school degree or equivalent required unless otherwise noted above

LocationBostonTime TypeFull time

Salary Range: $146,070.00 - $178,530.00

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.

This job is also eligible for variable pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

WHY Blue Cross Blue Shield of MA?

We understand that the confidence gap ( and imposter syndrome ( can prevent amazing candidates coming our way, so please don’t hesitate to apply. We’d love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It’s in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.

As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting our Company Culture ( page. If this sounds like something you’d like to be a part of, we’d love to hear from you. You can also join our Talent Community ( to stay “in the know” on all things Blue.

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. We provide a flexible hybrid work model in which roles are designated as resident (on site 4-5 days/week), mobile (on site 1-3 days/week), or eworker (on site 0-3 days/month).

Voted as the highest in member satisfaction among Massachusetts commercial health plans by JD Power , Blue Cross Blue Shield of Massachusetts is a community-focused, tax-paying, not-for-profit health plan headquartered in Boston. We have been a market leader for over 75 years, and are consistently ranked among the nation's best health plans. Our daily efforts are dedicated to effectively serving our 2.8 million members, and consistently offering security, stability, and peace of mind to both our members and associates.

Our Commitment to You

We are committed to investing in your development and providing the necessary resources to enable your success. We are dedicated to creating a refreshing and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path. We take pride in our diverse, community-centric, wellness-focused culture and believe every member of our team deserves to enjoy a positive work-life balance.

Blue Cross Blue Shield of Massachusetts is an Equal Employment / Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.

Blue Cross Blue Shield of Massachusetts will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Blue Cross Blue Shield of Massachusetts's legal duty to furnish information.