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Service Design Director - Onboard Studio Remote

Company: UnitedHealth Group
Location: Las Vegas
Posted on: September 22, 2022

Job Description:

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

UnitedDesign (part of UnitedHealth Group and Optum) is on a mission to create a healthier world, one person at a time. We believe this begins with innovative design thinking and technology aimed at delivering experiences that will make healthcare simpler, equitable and more effective. And dare we say even enjoyable. - Enjoy this video with our Chief Design Officer, Dan Makoski ---

We're looking for a Service Design Director to join our Onboard Design Studio. The Onboard Studio welcomes new members to their plan and supports a smart and seamless experience across multiple touchpoints. This includes welcome calls, welcome packages, receiving their ID card, marketing emails and their first experience using our health plan website, - This studio is growing to support ways we can delight members during their first experience, build trust and design opportunities to personalize a member's experience with us.SD Director, 'll collaborate with other design team members, like visual, interactive and conversational You'll be responsible for advancing human-centered design thinking within experiences and products so they are simple and easier to use, while realizing important business goals and key objectives across our organization.

This is a pivotal role within the Onboard Studio and will lead, align, and create end-to-end experiences and journeys for large/complex service design projects that adapt to people's evolving needs over time.

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. except Alaska -or Hawaii as you take on some tough challenges.

Primary Responsibilities: - - - - - - - -

  • Design Strategy: Leads design-thinking process and human-centered design initiatives within Onboard studio to provide a new vision and strategy for onboarding new members into their health insurance plans
  • Service Design: Strategic thinker with deep expertise and proven experience to drive human-centered design process and practice focused on service design initiatives of varied complexity
  • Design Research: Plans and conducts design-led research including ethnographic research, participatory/co-design workshops, behavioral research, exploratory research, concept/usability testing with consumers to better understand and position the needs, desires and wants of the people we serve
  • Experience Definition: Analyzes root causes of pain points, synthesizes data, and visualizes complex information turning insights and opportunities into significant value for new members, identifying and prioritizing key moments that engage new members and builds confidence in their health plan
  • Co-Creation: Deploys service/systems design methods to clearly augment design vision and processes in projects articulating the design value and tradeoffs within business, operations, product, data, and digital/analytics contexts. Aligning and building consensus throughout with stakeholders
  • Design Outputs: Build and maintain end-to-end service design blueprints, current/future state experience maps, journeys, personas, service models/playbooks and varying levels of UX/UI prototypes that bring concepts/ideas to life
  • Workshop Facilitation: Drives workshop planning, design and facilitation with executives, diverse stakeholders and real members
  • Experience Validation: Defines key results/outcomes for service design and delivery metrics that are desirable for the users, viable for the business and technically feasible - validating experiences across end-to-end touchpoints/journeys in an equitable and sustainable way
  • Design Impact: Develops and integrates service design assets across multiple teams/projects into a coherent whole - for service experience ideation/prototyping, live prototyping, testing, and incorporating member/stakeholder feedback in driving prioritization with deeper understanding of solutions that support implementation now and into the future
  • Ability to work across lines of business (E&I, M&R, IFP, and C&S) and across all member touchpoints, including phone, IVR, marketing and digital channels

    You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
    Required Qualifications:

    • 10+ years applying human-centered design process to uncover actionable insights and opportunities on how systems function and how people interact with products
    • 8+ years of experience in service design, design strategy, or using design thinking tools and methods
    • 6+ years of thriving in a fast-paced setting creating, presenting, and facilitating workshops with senior leadership and simultaneously demonstrating strategic big-picture thinking -
    • 5+ years of working in Adobe Illustrator, In Design, Figma, Miro, Microsoft Office Suite - Portfolio
    • 5+ years of experiences journey mapping, wire framing, roadmap creation and value proposition design
    • 5+ years of working with research and to rapidly summarize results and generate actionable insights
    • 3+ years of healthcare experience or equivalent industry such as insurance (car, life, etc.), Pharma, Med Device, Wellness or potentially academic (community/public health)
    • Ability and desire to travel up to 25%
    • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

      Preferred Qualifications:

      • Master's degree in Design Planning, HCI, Design Research, Service Design or equivalent
      • Exemplary oral, visual, and written communication skills
      • Experience coaching and developing design teams
      • Ability to create powerful stories and presentations to guide and educate leadership

        We're looking for people with:

        • A drive to innovate and find new approaches
        • A beginner's mindset
        • Tireless optimism
        • Passion for collaboration
        • Ability to navigate ambiguity and a matrixed organization

          Total Compensation. As part of your total compensation package, which includes base, bonus opportunity, PTO and holiday pay, you will also receive these benefits at these rates, not to mention a remote work opportunity and healthy work/life balance.


          To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

          Careers with Optum. Here's the idea: We built an entire organization around one giant objective - make health care work better for everyone. So, when it comes to how we use the world's large accumulation of health-related information, or how we guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas around where health care has to go to reach its fullest potential. For you, that means working on high-performance teams against sophisticated challenges that matter. Optum: incredible ideas in one incredible company and a singular opportunity to do -your life's best work.(sm)

          *All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

          Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado/Connecticut/Nevada residents is $113,500 to $218,100. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

          -Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. - - - - -

          UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment. - - -

Keywords: UnitedHealth Group, Las Vegas , Service Design Director - Onboard Studio Remote, Executive , Las Vegas, Nevada

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