Experience Designer, Customer & Workflow Design - Evernorth - Remote

• 104,500 - 174,100 USD per Month
• Full Time
• Posted : 11 months ago

Overview

This Experience Designer position is an exciting role focused on building customer centric solutions within Care Solutions. The role also will support workflow design to support the growth of our Evernorth Behavioral service model. This role requires a highly driven, experienced, and dedicated individual to support driving change using Human Centered Design through to successful implementation and sustainment of improvements. This role will support an integrated infrastructure between Cigna, eviCore, Accredo, ESI, Evernorth, automation vendors and our offshore partners throughout the optimizing & design process. This role will solve customer and business problems utilizing these methodologies. This role requires flexible, creative approaches to problem solving employing a wide range of methods, tools, and techniques.

Responsibilities

• Knowledgeable in Human Centered Design.
• Defines the business case, guides chartering, collects customer feedback and converts to measurable targets and obtains sponsor approval to initiate the project.
• Coordinate and facilitate effective group meetings to inform, drive accountability, and execute on milestones. Includes meetings with key stakeholders and sponsors to provide status updates, escalate risks or issues.
• Develop and manage project plans for all experience design initiatives. Ensure dates, deliverables, and milestones are tracked and reported out.
• Compile and communicate project results, including quality improvement, cost-savings, and service impacts for process design improvements.
• Documents current and future state processes using accepted workflow journey mapping techniques and practices.
• Identify trends/opportunities/emerging issues and takes appropriate actions, including engaging appropriate individuals for resolution.
• Utilize design methodologies and tools to create new products, processes, services, events, omni-channel journeys
• Demonstrate a passion around a customer/human-centered focus in developing and improving Care Coordination products & processes
• Identify and develop strong internal relationships with strategic partners, stakeholders, and external vendor support
• Establish a high level of credibility at all organizational levels
• Conduct research and data analysis using statistical tests and graphical tools.
• Develop and execute comprehensive action plans based on analytical findings
• Design future state business requirements from workflows, influencing stakeholders to move beyond current thought processes
• Make organizational observations and change readiness assessments, and deploy change management programs as required.
• Monitor and control future state test and learn performance, coordinate with partners outside of Care Coordination where needed, verifies benefits, completes project reports, completes closing activities and effectively hands off work.
• Strong business acumen, previous experience navigating sensitive initiatives
• Maintain a positive working relationship with teammates and matrix partners.
• Execute ad-hoc requests
• Continually strive to improve their own skills and competencies by demonstrating initiative to participate in ongoing coaching and training programs.
  

• Demonstrated knowledge and successful application of experience design improvement methods and tools.
• Ability to apply appropriate decision and prioritization tools and facilitation techniques.
• Strong facilitation skills
• Experience running Kaizen events, journey mapping, or other large facilitated sessions in person or virtually
• Ability to design and lead effective and productive meetings with all levels of the organization virtually and in person
• Ability to engage and influence at all levels of the organizational structure
• Proven ability to successfully and sustainably drive large scale organizational change
• Strong business acumen, previous experience navigating sensitive initiatives
• Ability to lead and influence in a matrixed environment
• Ability to deal with ambiguity, embracing change and helping others see it as an opportunity and able to stay focused on goals while adapting to change
• Strong analytical and problem solving skills.
• Ability to foster collaboration.
• Relationship management
• Excellent communication skills - verbal and written, along with excellent presentation skills.
• Ability to design effective test and learn measurement scorecards and control mechanisms to leverage metrics and data
• Working knowledge of all Microsoft Office tools & Miro or Mural.
• Proficient in project management tools and skills
• Comfortable raising questions, issues, objections and ideas at all levels of the organization.
• Detail oriented, with proven time management and organization skills (including the ability to engage in multiple tasks and meet deadlines/standards).
• Moves and works with a sense of urgency.
• Embrace Care Solutions Cultural Beliefs
  

• Bachelor’s Degree or equivalent experience required (Master’s degree preferred).
• 3+ years of experience with demonstrated results in operational improvements and design required.
• Human Centered Design experience required.
• Operational workflow/journey mapping design experience required.
• Program/project management experience required.
• Six Sigma experience preferred.
• Prosci certified Change Manager ideal/preferred; must be willing to obtain after hire.
• Some travel may be required (up to 25%).
  

Skills

• User Experience (UX)
• User-centered Design
• Presentation Skills
• Journey Mapping
• Project Plans