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Blue Cross Blue Shield of Massachusetts Manager, Customer Experience Design in Boston, Massachusetts

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

Blue Cross Blue Shield of Massachusetts (BCBSMA) is aiming to create a frictionless Member Experience for the people we serve by reimagining how they navigate key journeys and use healthcare products. Our goal is to achieve best-in-class Net Promoter Scores and drive business results by transforming the experience our members have with us. We will anticipate and exceed members’ individual needs to increase their access to care, drive better health outcomes, lower healthcare costs, and improve the end-to-end experience through continuous delivery of value. We’re also measuring and tracking organizational change as we evolve our consumer-first mindset and the way we work across the organization to accelerate continuous improvement competitive advantage and brand loyalty.

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.

As a Manager, Experience Design, you will apply a human-centered design approach to create impactful and reimagined journeys in an integrated team with strategy consultants, product managers, data scientists and software developers. You will lead the full design process hands-on: research, synthesis, ideation, concept creation, high-fidelity prototyping and testing. Additionally, you will contribute to strategy, act as the foremost advocate for the power and value of design and collaborate closely with diverse client stakeholders to ensure buy-in and knowledge transfer.

We are looking for a highly collaborative, intelligent, ambitious individual with exceptional problem-solving and communication skills. Comfort with ambiguity and change and a passion for making an impact in a high-stake business environment is a must.

Responsibilities and Accountabilities

  • 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.

  • lead the full design process hands-on: research, synthesis, ideation, concept creation, high-fidelity prototyping and testing.

  • 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.

  • 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.

  • 5-8 years of hands-on experience in designing digital products, services or new ventures (or equivalent experience)

  • A thorough understanding of Design Thinking and Agile methods. Deep experience in Human Centered Design techniques, journey mapping, workshop facilitation and artifact creation.

  • Skillset expertise focused on strategic design, research, UX, UX/UI, service design, or digital product design

  • Ability to directly develop or lead the development of personas, user journeys, interaction models, user flows, wireframes, and prototypes

  • Experience in and energy for coaching and developing more junior designers

  • Fluency in working with state of collaboration and prototyping tools ( e.g. Sketch, Figma, Miro, Invision , Adobe CS)

  • Excellent communication, presentation and collaboration skills.

  • A highly ambitious and entrepreneurial spirit with the ability to thrive in a dynamic and fast-paced environment.

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

  • A connection to BCBSMA’s mission.

  • 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 matrixed reporting structures.

    #LI-HYBRID

Minimum Education Requirements:

High school degree or equivalent required unless otherwise noted above

LocationBoston, HinghamTime TypeFull time

Salary Range: $100,800.00 - $123,200.00

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 (https://www.theatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/) and imposter syndrome (https://www.braintreepayments.com/blog/overcoming-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 (https://careers.bluecrossma.org/us/en/culturepage) 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 (https://careers.bluecrossma.org/us/en/jointalentcommunity?applyType=JTC) 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. For more information on how we work and support that work/life balance visit our "How We Work (https://careers.bluecrossma.org/us/en/how-we-work) " Page.

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.

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