Interactive Designer - Service Experience

Profile

Description

The Consumer Experience Lead ensures optimized interaction between a company and members. The Consumer Experience Lead works on problems of diverse scope and complexity ranging from moderate to substantial.

Interactive Designer should have knowledge in the following Design Programs:

Sketch

Figma and Adobe XD are other equivalents

Axure

Proto.io and/or Invision

Adobe creative suite

Illustrator and Photoshop

UX Pin / Sketch Cloud / Sympli

Responsibilities

The Consumer Experience Lead may leverage voice of the customer, NPSt, root cause, telling the story, call listening, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the member experience. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.

This role will be a part of the Service Experience Team. This team will have relentless customer curiosity and commitment to drive the best experience. We will deliver insights, action, and deliverables using a customer centered approach that will be dedicated to:

*Anticipating customer needs and Humana's competitive opportunities.

*Leading with digital-first mindset to remove customer friction and improve the overall experience. Helping partners make digital-first shift and simplifying the digital experience for greater adoption.

*Helping to prioritize, connect, and accelerate delivery to improve the end-to-end customer experience.

The ideal candidate will have expert knowledge and experience working within digital and service experience strategy, eCommerce, and operations. They will have demonstrated examples and will have experience communicating, and building relationships with cross functional partners.

Responsibilities:

*Expert interactive designer in building and showcasing experience through design and prototyping

*Build deep empathy and understanding of the customer's needs and expectations through journey maps

*Build experiences by connecting set strategic themes and capabilities through design

*Provide an outside in perspective - decoding, synthesizing, and translating the customer voice into the organization

*Establish best in class design thinking and practice

*Expert at storytelling

*Ability to collaborate, problem solve, and lead through influence

Required Qualifications

8 or more years of consumer experience

2 or more years of project leadership experience

Deep understanding of developing functional strategies and connecting those to the end-to-end customer experience

Strategic thinking capabilities; organized and detail-oriented

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Intellectual curiosity, structured thinking, and a comfort with ambiguity

Demonstrated ability to lead projects through successful completion; preferably digital projects

Strong, demonstrated skills developing insights from analysis, and action from insights

Strong, demonstrated strategic, analytical thinking, and consulting skills

Demonstrated understanding of business and digital strategy

Clear and concise oral and written communication skills and strong interpersonal skills

Preferred Qualifications

Interactive designer expert

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com