Director, Design Strategy and Service Design - Remote

UnitedHealth Group•Salem, NH

12h•Remote

About The Position

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together We are seeking an experienced Design Director to lead our Medicare and Retirement Member Experience team in creating innovative end-to-end customer-centric experiences. The ideal candidate employs Human-Centered-Design and Design Thinking methodologies, and approaches work with a Service Design lens. You are comfortable with ambiguity, working across the enterprise and collaborating with cross-functional teams, that span various disciplines and roles. The ideal candidate will have a strong background in design, service design, or a related field, with a minimum of 10 years of relevant experience. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week. 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.

Requirements

Bachelor's degree in graphic design, user experience design, service design, or related field
10+ years of relevant design experience
7+ years experience in the following:
UX/UI Design and/or Service Design
Research Methodologies
Workshop planning and facilitation
Presentation skills
Proficiency in tools such as FIGMA, Miro, Microsoft 365
5+ years in healthcare, especially payer
Deep proficiency in design, concepting and prototyping
Proven solid analytical and problem-solving skills
Proven ability to inspire and lead complex cross-functional workstreams
Proven excellent communication, presentation, and collaboration skills

Nice To Haves

Proven track record of driving change in a large, complex, matrixed environment
Proven bias toward action and innovative big-picture thinking
Proven excellent resource management skills
Proven ability to foster collaboration and create relationships with individuals on and outside of your direct team
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Responsibilities

Develop and implement design strategies that improve the customer experience and solve complex problems
Leverage best practices and tools via knowledge of Human-Centered-Design and Design Thinking methodologies
Leverage Service Design capabilities to collaborate with stakeholders to define, plan and design the appropriate end-to-end omnichannel experience; Identify opportunities, gaps and pain points with the ability to translate those into actionable next steps
Lead cross-functional workstreams to collaborate, co-create, and build new customer experiences
Leverage expertise in design capabilities such as, research, journey maps, service blueprints, personas and concepting to drive business growth
Plan, facilitate and lead workshops with internal teams and stakeholders; facilitating conversations that drive meaningful impact
Communicate design concepts, insights, recommendations and strategies effectively to a variety of stakeholders, including c-suite executives