Sharp HealthCare

Compensation

Full Description

Program Manager-User Experience - SHP Business Development - Telecommuter - Day Shift - Full TimeJoin to apply for theProgram Manager-User Experience - SHP Business Development - Telecommuter - Day Shift - Full Timerole atSharp HealthCare Facility:Health Plan City:San Diego Department:Regular Shift:Day FTE:1 Hours:8 AM – 5 PM 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 depend on factors including years of experience, skills, education, alignment with internal candidates, marketplace factors, and employer practices. What You Will Do Reporting to the 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. Outcomes include 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 covers all aspects of the User Experience cycle (definition, research, analysis, design, evaluation, launch, integration) impacting customer experiences in support of customer, digital and product strategies and continuous improvement for all Sharp Health Plans customer channels (websites, portals, mobile apps, IVR for call centers, email, SMS, kiosks, in-person experiences, etc.). Advances omnichannel experience consistency and collaboration for products and services across customers and lines of business. Required Qualifications Bachelor's Degree in UX design, human factors in information design, marketing, communications or a related field. 7 years progressive responsibility in marketing and/or customer strategy, including UX enhancements and production of UX/IA assets (wireframes, prototypes, user flows) for complex systems, plus content strategy across digital and in-person experiences. 5 years experience with large-scale cross-functional implementations and/or product launches at the organizational level. 5 years experience leading business stakeholders to communicate project needs and timelines with C-suite presence. Experience with coding and troubleshooting 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 (e.g., Nielsen Norman Group, Human Factors International) preferred but not required. Essential Functions Strategic UX Leadership: lead UX strategy, planning and development to transform how SHP customers use their health plan, driving growth, service improvements, self-service adoption, efficiency and trust. Develop and measure UX approaches, metrics and benchmarks for monthly reporting. UX Structure: User experience architecture. Develop content architectures for channels and devices connecting user needs to business objectives. Collaborate across departments to create cohesive health plan experiences across channels. Maintain artifacts like storyboards, flows, wireframes, prototypes. Research and Evaluation: conduct user research, prepare usability tests, analyze data, synthesize findings to identify opportunities for improved UX. Knowledge, Skills, And Abilities Content strategy, research, data analysis and visualization, prototyping, and remote facilitation. Written communication, emotional intelligence, critical thinking, active listening, public speaking. Ability to work with cross-functional teams, lead meetings, and drive stakeholders to consensus. Ability to prioritize independently and work in a fast-paced environment with minimal supervision. Proficiency in Lucid Suite/Balsamiq/Miro/Mural, Figma, M365, Smartsheet 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, veteran status, disability status or any other protected class.#J-18808-Ljbffr