Senior Service Designer
Anthem, Inc
Responsible for working as part of team under general supervision to support the enterprise consumerism strategy to improve customer experiences. This includes conducting design research and defining the current and future state experiences for discrete parts of the customer experience.
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Identifies the research plan, conducts design research, and develops ideas to address customer pain-points.
Responsible for supporting the enterprise consumerism strategy to improve customer experience. This includes designing the interactions between the organization and the customer by researching what drives member satisfaction, identifying and designing what future interaction should look like, prototyping the interaction and developing a business case for the initiative.
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Supports design sprint planning, conducts design research (i.e., includes methods such as ethnography, interviews, and observations with customers), analyzes and synthesizes findings, and defines current and future state experiences for entire segments or entire consumer journeys.
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Develops future state concepts by facilitating workshops, designing future state storyboards and low fidelity prototypes.
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Develops a business case for prioritized concepts.
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Provides internal stakeholder updates and maintains connectivity to the business.
Qualifications
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Requires a BA/BS in Service Design, Human Computer Interaction, Graphic Design, Marketing, User Experience, or related field and a minimum of 1 year of experience with Adobe Creative Cloud programs (InDesign, Illustrator, Photoshop, Acrobat), Microsoft Suite (PPT, Word, Excel), visualization and storytelling (personas, journey mapping) and presenting insights, ideas and concepts required; or any combination of education and experience, which would provide an equivalent background.
Minimum Requirements:
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Requires a BA/BS degree in Service Design, Human Computer Interaction, Graphic Design, Marketing, User Experience or related field of study and minimum of 3 years of experience in Adobe Creative Cloud programs (InDesign, Illustrator, Photoshop, Acrobat), Microsoft Suite (PPT, Word, Excel); applying critical thinking, creative problem-solving, design research, sense-making and pattern recognition on projects; experience with visualization and storytelling (personas, journey mapping); experience leading design sprints, and experience verbally and visually presenting insights, ideas and concepts; or any combination of education and experience, which would provide an equivalent background.
Preferred Qualifications:
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Graduate degree (PhD, Master’s degree strongly preferred).
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Background in behavioral economics, anthropology, or interaction design
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