Principle UX Strategist Omni-Channel Experiences

Profile

Description

Healthcare isn't just about health anymore. It's about caring for family, friends, finances, and personal life goals. It's about living life fully. At Humana, we want to help people everywhere, including our associates, lead their best lives. We're seeking innovative people who want to make positive changes in their lives, the lives of our members, and the healthcare industry as a whole.

Humana is seeking an accomplished, customer obsessed and results oriented UX Strategy Leader to manage and optimize how telephonic and chat experiences manifest for our Medicare population. This role will be responsible for transforming the plan selection experience, from awareness to purchase, by finding value creating opportunities and driving innovative and sustainable product solutions within omni-channel experiences. S/he/they will champion a startup mindset and promote agile ways of working to design, develop and deliver differentiated experiences for our customers.

The ideal candidate is a collaborative, product-oriented team player comfortable working in a fast-paced environment. S/he/they must be a strong communicator, comfortable working with internal stakeholders of all organizational levels.

Responsibilities

As a manager...

Reporting to the AVP of design strategy and product design. As a principle you will be accountable for all associate and member experience design work within the omni-channel experience part of the portfolio.

As a leader...


Manages 2-3 direct reports including UX and conversation designers

Manage the team by setting clear goals connected to clearly defined career paths, checking in regularly with direct reports, and making decisions around performance and HR related situations
Provide strategic advice and guidance to executives across the enterprise to develop and drive platform(s) strategy forward in partnership with business segment and/or enterprise-wide functional strategies
Provide strategic advice and guidance to multiple teams across the program to ensure technology execution meets the experience goals of both the agent and user.
Ensure creative teams are producing the highest quality work and meeting business, product, and technology goals

Paired with the product lead and or solution manager for the various platforms your teams' strategy and design work will surface customer insights needed to establish product/solution direction and roadmaps

Partner with technology to influence end state architecture in order to meet user requirements
Participates in recruiting and hiring efforts for the creative team which includes proactively identifying and bringing in creative talent, reviewing inbound applicants, supporting the interview process, and contributing to hiring decisions.


As a design lead...


Create beautiful, emotionally compelling, pixel perfect mockups of the end-to-end user experience
Facilitate the design process over the course of a product lifecycle, working effectively as part of an agile team and ruthlessly advocating for the user's perspective
Craft systematic digital and conversation designs that connect the dots between user needs, data, business goals, and business strategy
Conduct research and discovery necessary to understand and empathize with our current associates experience and workflow, in order to provide informed recommendations on where and how technology can optimize
Develop the design and research assets necessary for product success, which include, but are not limited to, the following: customer journeys, user flows, sitemaps, research plans, paper prototypes, sketches, wireframes, visual designs, clickthrough prototypes, discussion guides, screeners, research insights, remote tests, and research reports
Be a great storyteller by preparing product demos and engaging stakeholders with design decisions
Contribute to the continuous development of the product design discipline by learning and teaching new design methods and tools


Role Essentials


4 years managing a team of UX/UI and or visual designers
5-7 years of relevant industry experience. Demonstrated experience working in UX/ Visual Design/ or IA within multiple cross-discipline teams (both technology and design).
Ability to understand complex information systems, structures, and workflows in order to create simplified digital flows and experiences for associates and users
A strong design portfolio showcasing how your design leadership shaped visual design and UX craft, interaction and UA logic, rationale behind your teams design decisions, and related user research/validation
Mastery of modern design and prototyping tools Figma, Sketch, Invision studio
Strong ability to think technically and collaborate seamlessly with technologists as it pertains to understanding benefits, possibilities, and constraints of common coding languages and platform
Strong track record of iterating and delivering digital products within agile team

Effective time management skills honed in a fast paced agile environment
Excellent written and verbal communication skills


Role Desirables


Experience with healthcare and/or insurance products
Passion for making a difference in healthcare
Experience in building and maintaining conversation design systems
Experience in delivery call center experiences
Masters degree in Design, HCI, Human Factors
Animation and Motion prototyping experience
Digital Illustration experience an portfolio


Additional Information:

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.

Scheduled Weekly Hours

40

Company info

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