JOB SUMMARY
This job is part of the Product and Health Experience team in the Experience Research + Design Practice and will develop concepts for experiences that will positively impact customers and clinicians in physical and digital environments. Our team exists to gain a deep understanding of the human behaviors, challenges, needs, and unmet needs of those providing, supporting, and receiving care. We use that understanding to lead cross-functional, participatory co-design experiences that generate concepts, experiences, tools, delivery models, and care models, looking three to five years into the future, to transform how people experience health and healthcare.
The candidate will be comfortable with ambiguity and apply their experience in Human-Centered Design, Experience Design, and/or Service Design to create products, solutions, and experiences that will deliver measurable impact. They will also support defining and deploying design methods, processes, and tools to fuel our work across engagements with the Population and Curated Health, Customer Experience, Clinician Experience, and other workstreams.
The incumbent will support shaping ideal customer experiences by deeply understanding the customer journey across multiple touchpoints. They will support customer-centric design with the ability to craft compelling customer narratives to build empathy and evoke action amongst partners.
The Senior Experience Designer will support and collaborate with Lead Designers and Strategists as well as Design Practice leaders, Business Stakeholders, Portfolio Leads, and matrixed teams—supporting the translating goals, defining timelines, seeking feedback, and articulating insights into actions that push the delivery of experience and solution designs forward. They will deeply commit to designing the right experiences, products, and experiences for our customers and clinicians. The candidate will have experience working within end-to-end human-centered programs and projects with experience in discovery, research, interviewing, problem framing, articulating insights and opportunity areas, concept development, and prototyping.
The Senior Experience Designer will be equipped with a versatile set of tools and technical skills, emphasizing a comprehensive approach to human-centered design.
Although the Research + Design Practice uses a human-centered design approach, the role will not focus on user experience (UX) design or interaction design (UI). Stated differently, this is not a UX role. The incumbent will design ideal customer experiences through human-centered research activities, ideation, concept development, and concept validation. Within this role, there is a greater focus on framing problems and conceptually solving them, often influencing Build/Buy/Partner decisions rather than design specs for a software developing team.
The Senior Experience Designer will support the Customer Experience (CX) domain. They will work with other designers and strategists, focusing on framing and solving meaningful problems for patients and insurance members while considering those who provide care and support. Said differently, our team is passionate about transforming the healthcare and member experience, however healthcare of health insurance experience is not required for success.
ESSENTIAL RESPONSIBILITIES
EDUCATION
Required
Substitutions
Preferred
EXPERIENCE
Required
Preferred
LICENSES or CERTIFICATIONS
Required
Preferred
SKILLS
Language (Other than English):
None
Travel Requirement:
0% - 25%
PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS
Position Type
Office-based
Teaches / trains others regularly
Rarely
Travel regularly from the office to various work sites or from site-to-site
Occasionally
Works primarily out-of-the office selling products/services (sales employees)
Never
Physical work site required
Yes
Lifting: up to 10 pounds
Constantly
Lifting: 10 to 25 pounds
Occasionally
Lifting: 25 to 50 pounds
Never
Disclaimer: The has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies. As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company's Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.
Pay Range Minimum:
$57,700.00Pay Range Maximum:
$106,700.00Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( )
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