You Make Us Grow. You Make Us Sharp.

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 and measure UX approaches, metrics, and benchmarks for monthly reporting.
• UX Structure
  User experience architecture
  
  Develop and create logical content architectures for users’ channels (websites, app, email, IVR, etc.) and devices (mobile, desktop, in person) that connect the dots between user needs/behaviors and business objectives/strategic plans.
  Lead and collaborate with peers and subject-matter experts from different departments to create delightful and effective health plan experiences, connecting the dots for users on various channels and devices, including in person.
  Build and maintain proper documentation of UX work through artifacts including but not limited to: storyboards, process flows, wireframes, mapping methods and low/mid-fidelity prototypes.
  Research the conceptual design of new SHP products and services, including product enhancements and service improvements.
  Iterate concepts based on insights from usability research, internal customer feedback and data analysis.
• Project Management
  Cross-functional collaboration with a focus on user-centered culture and process
  The role serves as a point of contact for C-level executives, business and product partners. Partners with the Communications and Customer Engagement, Digital Strategy and Operations, and Brand and Product Marketing teams to identify, create and launch initiatives/projects on scope and on schedule.
  Partner with peers to identify and support service improvements and product development by advocating for user experiences.
  Serve as point-of-contact to internal clients at all levels for complex and high-profile UX projects, that include project partners from the Marketing and Customer Strategy department and subject-matter experts and stakeholders across the organization.
  Develop and facilitate remote UX workshops to promote shared understanding of ideas and plans across teams and departments, foster inclusive decision-making, and enable hands-on problem-solving toward actionable goals.
  Provides supervision and oversight as necessary to designers, producers, writers, outside consultants and other relevant resources to drive UX process improvements.
  Create a culture of UX advocacy by demonstrating the value of UX to project teams and stakeholders, clearly communicating functionality and connecting it to strategic goals.
• Research and Evaluation
  User research and data analysis
  Build and execute research plans that provide high-level market views and user insights, in collaboration with stakeholders, to better understand the behaviors, needs, delights, pain points and motivations of all customers.
  Prepare usability tests and research sessions ethically and methodically and design research components to capture users’ behaviors, preferences, and actionable insights to inform UX enhancements.
  Assist in visualization, analysis and reporting of usability testing data.
  Synthesize UX findings to uncover user insights and identify opportunities for improved UX approaches.

Knowledge, Skills, and Abilities

• Content strategy, research, data analysis and visualization, prototyping, and remote group facilitation skills.
• Written communication, emotional intelligence, critical thinking, active listening, and public speaking skills.
• Ability to communicate, work and form relationships with cross-functional subject-matter experts and teams.
• Ability to lead meetings and drive business/project stakeholders to consensus.
• Ability to prioritize project work independently and coordinate work with others.
• Ability to work in a fast-paced environment requiring minimal supervision.
• Ability to develop logical, detailed systems and organizational structures amid ambiguity.
• Curious and self-starting mindset, focused on problem-solving and continuous improvement.
• Proficiency in Lucid Suite/Balsamiq/Miro/Mural, Figma, M365, and/or Smartsheet applications preferred.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class

Master's Degree; Bachelor's Degree