Sr. Manager, Design Strategy

Seeking a Sr. Manager, Design Strategist to join our Product Team, responsible for shaping and optimizing the contact center experience for our members and contact center representatives. In this role, you will lead a team of User Experience Designers and Process Engineers to develop strategies that improve our member experiences, empower our associates, and enhance satisfaction across multiple channels.  You will leverage human-center design, service design, and journey mapping to create seamless and empathetic servicing experiences for members and contact center representatives.  This role requires close collaboration with including product managers, operations, technology teams and frontline agents to drive impactful improvements.

Key Responsibilities:

Leadership

• Lead, mentor, and manage a team of UX Designers and Process Engineers, ensuring alignment with strategic goals.

• Foster a collaborative, innovative, and user-centered culture, empowering the team to drive impactful solutions.

• Provide strategic direction and guidance on design best practices, service blueprinting, and process optimization.

Strategy & Vision

• Develop and implement a design strategy that enhances the contact center experience.

• Advocate for a human-centered approach, ensuring that member needs and pain points drive decision-making.

• Define and refine end-to-end service journeys, identifying opportunities for improvement and innovation.

• Balance business goals, regulatory requirements, and technology constraints to design scalable and sustainable solutions.

Research & Insight

• Lead qualitative and quantitative research efforts, including user interviews, call analysis, and journey mapping.

• Analyze member and advocate interactions to uncover insights that drive service enhancements.

• Synthesize data from multiple sources to inform strategic decisions.

Design & Collaboration

• Facilitate co-creation workshops with stakeholders, including product, operations technology and frontline teams.

• Partner with UX/UI designers to translate insights into self-service and AI assisted experiences.

• Work closely with contact center teams to prototype, test, and refine solutions before scaling.

Qualifications & Skills:

• 7+years of experience in design strategy, service design, UX research, or CX transformation, preferably in healthcare, insurance, or highly regulated industries.

• 2+years of experience leading a team of UX Designers.

• Strong expertise in human-centered design, journey mapping, and service blueprints.

• Experience working with contact centers, customer support operations, or self-service experiences.

• Ability to analyze customer data, call transcripts, and operational metrics to identify trends and opportunities.

• Proficiency in design-thinking methodologies, facilitation, and stakeholder management.

• Familiarity with AI-driven contact center solutions, IVR systems, chatbots and automation a plus.

• Excellent communication, storytelling, and influencing skills to drive alignment across teams.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 134,300 - 223,800 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit