Job Description

Blue Cross Blue Shield of Arizona is a local, independent Blue Cross Blue Shield Association and a not-for-profit health insurance company headquartered in Phoenix. Founded in 1939, the company has more than 1,800 dedicated employees throughout its Phoenix, Tucson, Chandler and Flagstaff offices. Providing health insurance products, services and networks to more than 1 million Arizonans, Blue Cross Blue Shield of Arizona offers various health plans for individuals, families, and small and large businesses. Blue Cross Blue Shield of Arizona also offers Medicare supplement plans to individuals over age 65.

Blue Cross Blue Shield of Arizona helps to fulfill its mission of improving the quality of life of Arizonans by delivering a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

Purpose of the Job

Customer Experience (CX) team is focused on aligning experiences with customer needs while innovating both the everyday moments and the ones that matter the most.  The Customer Experience Designer will apply human-centered design principles to corporate projects and cross functional initiatives, which include new product implementations and CX improvements. In this role a Customer Experience Designer will be responsible for participating in work teams to ensure the customer’s voice is heard through a hands-on approach that includes strategy formulation, sprint design and facilitation, journey and concept design, and qualitative research. The ideal candidate will have an enthusiasm to learn new technologies and disciplines with an appreciation for high quality visual design, innovative technology, marketing strategy, and business strategy.

Essential Job Functions and Responsibilities

LEVEL 1

  • Develop and validate both current-state and future-state experience maps with cross-functional teams and/or customers
  • Document future state experience improvements: capability gap assessment and identify necessary initiatives and capabilities to bridge gaps
  • Partner with Sr. Specialist and/or Manager to collaborate with business leaders across the company on corporate projects and initiatives to infuse customer centricity and the voice of the customer into existing processes and the creation of new processes
  • Drive continuous improvements in the delivery of the customer experience by providing actionable customer insights which fuel innovations in our processes and procedures
  • Collect, organize, and translate quantitative and qualitative voice of the customer data in order to develop concept prototypes and artifacts
  • Conduct and/or partner on consumer studies, organize findings in order to inform corporate projects and cross-functional initiatives
  • Discover customer and business needs through contextual inquiries, qualitative and quantitative research, and identify solutions to meet those needs.
  • Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to evaluate the customer’s experience.
  • Use storytelling to share discoveries, influence business partners, and create energy around an idea
  • Perform other duties as assigned.
  • Work under general supervision of CX/DX Director

    LEVEL 2

  • Teach internal teams and partners human-centered design techniques to improve their every-day processes
  • Lead consumer studies, organize findings in order to inform corporate projects and cross-functional initiatives
  • Collaborate directly with business leaders across the company on corporate projects and initiatives to infuse customer centricity and the voice of the customer into existing processes and the creation of new processes
  • Facilitate and oversee the execution of recommendations identified through experience design
  • Work under intermittent supervision of CX/DX Director

    LEVEL 3

  • Lead, develop and mentor staff by providing opportunities for growth through delegation, training, and assignment to various project teams
  • Develops and is responsible for establishing and maintaining the customer experience strategy, goals, and objectives
  • Inform manager of any issues impacting the efficient and effective performance of the team; provide timely feedback to team member on performance
  • Assist manager in the day-to-day operations of the department
  • Work under minimal supervision of CX/DX Director

    ALL LEVELS

  • Each progressive level includes the ability to perform the essential functions of any lower levels and mentor employees in those levels.
  • Maintain up-to-date knowledge of developments in technology-related industries
  • The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
  • Perform all other duties as assigned

BCBSAZ does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.

Skills / Requirements

Required Work Experience

 

Level 1

Level 2

Team lead

 

1 year

3 years

4 years

Hands-on UX or CX practitioner experience in either an academic of professional setting

 

2 years

4 years

CX design experience including the creation of customer journeys, storyboards, prototypes, and personas

1 year

5 years

5 years

Experience in a professional work environment with social work, service design, marketing, research, or communications experience

 

Required Education

  • Bachelor’s degree in human-centered design, applied psychology, ethnography, interaction design, or related field of study

Required Licenses

Required Certifications

Preferred Work Experience

Level 1

Level 2

Team lead

 

2 year

4 years

5 years

Hands-on UX or CX practitioner experience in either an academic of professional setting

 

4 years

5 years

CX design experience including the creation of customer journeys, storyboards, prototypes, and personas

2 year

7 years

7 years

Experience in a professional work environment with social work, service design, marketing, research, or communications experience

 

Preferred Education

  • Master’s degree in human-centered design, applied psychology, interaction design, or related field of study

Preferred Licenses

  • N/A

Preferred Certifications

  • N/A

Required Job Skills

  • Intermediate Microsoft Office skills
  • Expertise in Adobe CS
  • Exceptional organizational skills
  • Strong attention to detail
  • Strong written and verbal communication skills
  • Presentation skills
  • Intermediate understanding of IT technologies

Required Professional Competencies

  • Ability to work in teams and collaborate cross-functionally
  • Ability to function in high-volume work environment with great attention to detail
  • Creative judgment and ability to think strategically. Conceptual and tactical planning skills.
  • Effective interpersonal skills and ability to maintain positive working relationship with others.     
  • Verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.

Required Leadership Experience and Competencies

  • N/A

Preferred Job Skills

  • Knowledge of HTML and CSS
  • Expertise in digital prototype technology
  • Work with ambiguous and conflicting information while keeping focused on the end goal

Preferred Professional Competencies

  • N/A

Preferred Leadership Experience and Competencies

  • N/A

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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