Program Manager-User Experience - SHP Business Development - Telecommuter - Day Shift - Full Time

Hours:

Shift Start Time:

8 AM

Shift End Time:

5 PM

AWS Hours Requirement:

8/40 - 8 Hour Shift

Additional Shift Information:

Weekend Requirements:

As Needed

On-Call Required:

No

Hourly Pay Range (Minimum - Midpoint - Maximum):

$48.140 - $62.110 - $76.080

 

The stated pay scale reflects the range that Sharp reasonably expects to pay for this position.  The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant’s years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices. 

 

Please Note: As part of our recruitment process, you may receive communication from Dawn, our virtual recruiting assistant. Dawn helps coordinate scheduling for screening calls and interviews to ensure a smooth and timely experience. Rest assured, all candidate evaluations and hiring decisions are made by our recruitment and hiring teams.

What You Will Do
Reporting to Director, Marketing and Customer Strategy, the Program Manager of User Experience (UX) is responsible for leading, developing and driving user-centered strategies and plans in alignment with Sharp Health Plan business objectives and strategic plan. This position will deliver actionable and sustainable recommendations/solutions that translate into continuous improvement and performance excellence. Examples of positive outcomes include but are not limited to improved customer retention and satisfaction, increased adoption of self-service tools, reduced call center volumes, and improved brand perception.

Leads a flexible and lean program that has all aspects of the User Experience cycle (definition, research, analysis, design, evaluation, launch, integration) positively impacting customer experiences in support of customer, digital and product strategies and continuous improvement initiatives for all existing and future Sharp Health Plans customer channels (e.g. websites, portals, mobile apps, interactive voice response in support of call centers, email, SMS, kiosks, in-person experiences, etc.). Advances omnichannel experience consistency, optimization, seamlessness, orchestration and collaboration for products and services across all customers (members, providers, brokers, employers, shoppers) and lines of business.

Required Qualifications

• Bachelor's Degree in UX design, human factors in information design, marketing, communications or a similar area of study.
• 7 Years progressive responsibility and relevant experience in providing marketing and/or customer strategy expertise, such as driving continual UX enhancements, producing UX and information architecture assets (wireframes, prototypes, user flows, etc.) for complex systems and providing effective content strategy recommendations across digital and in-person experiences.
• 5 Years experience working on large-scale cross-functional implementations and/or product launches at the organizational level.
• 5 Years Experience leading a variety of business stakeholders to effectively communicate project needs and timelines with C-suite presence.
• Experience with coding and ability to troubleshoot using HTML, CSS and comparable languages.

Preferred Qualifications

• Master's Degree with experience conducting graduate-level research
• Experience in health plan or health care environment.

Other Qualification Requirements

• Industry certifications including but not limited to Nielsen Norman Group, Human Factors International are preferred but not required.

Essential Functions

• Strategic UX Leadership
  User experience strategy and planning
  Lead UX strategy, planning and development intended to transform the way SHP customers use their health plan that drive growth, service improvements, self-service adoption, improved efficiency and trust with SHP customers.
  Innovate and develop new approaches to advance SHP’s UX maturity by continuously learning from, researching, and driving knowledge sharing of UX best practices, competitor products and services, industry trends and technologies.
  Identifies, evaluates, and solves user problems and develops strategic initiatives, recommendations and solutions in alignment with stakeholders.
  Understands SHP business objectives and strategic plan and incorporates that understanding into overall UX strategy & planning.
  Communicate the business value of UX work and user research to stakeholders, including staff, leads and executives.
  Define, build an