Member Experience Designer
Responsible for leveraging insights based on voice-of-the-customer research to create a world class member experience. The Member Experience Designer helps design highly innovative and visible projects that are transformative to the member experience. Understand member needs by conducting research, working with cross-functional teams, and performing usability studies. Partners with key business areas throughout the organization to design an ideal future state experience using design thinking principles.
Key Responsibilities
• Advocate for experience-led decision making and “member first” design thinking across the enterprise.
• Conducts VOC research to understand current state member experience, pain points, and unmet needs. Includes research activities such as administration of surveys and usability tests, ideation workshops, as well as assisting in running member focus groups, frontline employee focus groups, etc.
• Transforming VOC into improvement projects, leading them with cross functional teams to execute journey improvements.
• Utilizes design thinking principles such as persona development, rapid ideation, and “how might we?” thinking.
• Creates journey maps, blueprints, and future-state concept
• Presents current state findings and recommendations for future-state design to experience designers and partners with them to prototype new experiences and test with members.
• Helps maintain MX standards, playbooks, and principles for the organization.
• Assists in running governance workgroups and prioritization forums.
• Ability to understand problems, generate solutions and provide solutions / analysis to make recommendations for changes.
• Establishes productive working relationships with immediate team and broader business through trust and reliability.
Qualifications
• Bachelor’s Degree in Marketing, Business Administration or related field or equivalent work experience.
• Ideal candidate has experience in the end-to-end member journey design for an AI-to-Live Agent chatbot experience
• 3+ years of relevant work experience (i.e., Marketing, Research, Member Experience)
• Understanding of and experience with Design Thinking principles to improve member experience
• Customer research experience (e.g., surveys, segmentation/personas development, focus groups, etc.).
• Knowledge and use of Figma, Mural and User Testing
• Working knowledge with Azure or JIRA systems preferred
• Working experience with Member experience measurement platform Medallia or similar tool preferred
• Proven competency in data analytics and qualitative aspects of UX research
• Proven strategic thinking skills
• Effective communication and interpersonal skills (managing diverse relationships, inspiring others, flexibility), energy/drive, and strategic skills (making complex decisions, dealing with ambiguity, etc.)
• Excellent quantitative, analytical, and problem solving skills
• Collaborative disposition with a proven ability to influence leadership and indirect peers
• Natural curiosity to get into the details
• Able to translate customer needs into business solutions using creative problem solving
• Bachelor’s Degree in Marketing, Business Administration or related field or equivalent work experience. MBA preferred.
• 3+ years of relevant work experience (i.e., Marketing, Research, Member Experience)
• Understanding of and experience with Design Thinking principles to improve member experience
• Customer research experience (e.g., surveys, segmentation/personas development, focus groups, etc.).
• Proven competency in data analytics and qualitative aspects of UX research
• Proven strategic thinking skills
• Effective communication and interpersonal skills (managing diverse relationships, inspiring others, flexibility), energy/drive, and strategic skills (making complex decisions, dealing with ambiguity, etc.)
• Excellent quantitative, analytical, and problem solving skills
• Collaborative disposition with a proven ability to influence leadership and indirect peers
• Natural curiosity to get into the details
• Able to translate customer needs into business solutions using creative problem solving
IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.
Inclusion and Belonging
At IBX, everyone can feel valued, supported, and comfortable to be themselves, and all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. Celebrating and embracing diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.
About Our Company
Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.
At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!
Equal Employment Opportunity
IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Agency Disclaimer
All resumes submitted directly to an Independence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.