Senior Director, Head of Digital Experience

Overview:

What you can expect

Find joy in serving others with IEHP We welcome you to join us in healing and inspiring the human spirit and to pivot from a job opportunity to an authentic experience

Reporting to the Chief Digital and Information Officer, the Senior Director, Head of Digital Experience, is responsible for owning, continuously improving, and leading the organizational goal to design and develop best in class experiences across the enterprise and across the various current and future channels for all IEHP Stakeholders. IEHP Stakeholders would include Members, providers, partners, Team Members, prospective customers, and any other stakeholders that interact with IEHP across various channels like mobile, web, contact center, chat & chatbots and brick & mortar (e.g. CRCs). The Senior Director, Head of Digital Experience is responsible for leading cross-disciplinary initiatives that provide exemplary experiences for all Stakeholders that foster the highest level of service, empathy, and stakeholder delight, and that embody core values like respect, diversity and inclusion, teamwork, and kindness. This role is highly collaborative and requires strong partnership with leadership across all disciplines and multiple operational areas. This position is an agent of change to ensure that the IEHP experience reflects IEHP core values while providing a personalized, relevant, engaging and measurable experience to all stakeholders. The Senior Director, Head of Digital Experience will lead a team of UX Designers, User Researchers, Visual Designers and front-end technologists.

The Senior Director, Head of Digital Experience brings visionary thought leadership in the experience design and front-end development domain. The role aims to create a culture of customer-centricity by deploying design-led practices and methodologies (creating an experience CoE) that enable IEHP to provide a best-in-class experience that surpasses stakeholder expectations, ensure alignment to strategic business goals, and anticipate and address future trends in the healthcare space. The Senior Director, Head of Digital Experience utilizes their understanding of the healthcare domain, awareness of modern technology trends, and background in providing experience thought leadership from fintech, insurance, direct2consumer and B2B etc. to benefit the cross- pollination of trends and design solutions across multiple domains and enhance IEHP Stakeholder experience.

Key Responsibilities:

Strategy & Planning
1. Work collaboratively with multiple stakeholders and leadership to design, lead, influence, and implement key strategies that optimize experiences of all stakeholders across the IEHP eco-system. This will include the definition of the strategic vision and roadmap for the future-state experience of IEHP across various channels that is aligned to business goals, stakeholder needs, future trends in the healthcare space.
2. Assist in strategy development and overall IT planning, policies, procedures, and best practices development.

Leadership & Management
3. Work closely with IEHPs Business leaders to ensure the delivery of major strategic initiatives on schedule, and within budget.
4. Partner with IEHP leadership, Human Resources, and other key stakeholders across the system to build and sustain an optimal culture that embodies the values of respect, inclusivity and diversity, teamwork and kindness and fosters employee and physician engagement and well-being.
5. Build and lead a team of User Researchers, UX Designers, Visual Designers and front-end technology specialists to converge their skills into an Experience Design and Development CoE.
6. Create a persona and journey-based design-led culture of customer-centricity by implementing guidelines and best practices and institute a robust governance process / structure that ensures all stakeholder experiences pass through the experience design funnel with the aim of making them relevant, engaging and measurable.
7. Lead the Digital Experience CoE to foster the values of adaptability, innovation, optimization, reuse and sustainability to create experiences that are contextualized, collaborative, guided and futuristic.
8. Institute and manage an experience design roadmap that initiates and guides various experience design and development initiatives as part of the core technology roadmaps aligned to the business roadmaps.
9. Create and evolve processes, methodologies, platforms, assets and tools that will help in continuously ensuring positive experiences.
10. Lead front-end technology teams and liaising with core technology teams to ensure that the designed experiences are realized utilizing the understanding of technology execution models (e.g. Agile, waterfall).
11. Cultivate a system of advocacy for experience design across the entire organization.
12. Create systems and processes that will ensure a focus on and create a culture of innovation.
13. Institute best practices and methodologies that will evolve experience design and development from ad-hoc and tactical to outcome-based and process driven.
14. Mentor and guide the team towards a common strategic vision and monitor their performance.
15. Provide thought leadership to the Solution Delivery teams to identify opportunities to:
a. Develop solutions to reduce barriers to integrate with providers, clinics, and hospital networks.
b. Understand, envision and design and build solutions that leverage technology to improve internal customer satisfaction, operational efficiencies.

Commitment to Quality: The IEHP Team is committed to incorporate IEHPs Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Perks

IEHP is not only committed to healing and inspiring the human spirit of our Members; we also aim to match our Team Members with the same energy by providing prime benefits and more.

• CalPERS retirement
• 457(b) option with a contribution match
• Generous paid time off- vacation, holidays, sick
• State of the art fitness center on-site
• Medical Insurance with Dental and Vision
• Paid life insurance for employees with additional options
• Short-term, and long-term disability options
• Pet care insurance
• Flexible Spending Account Health Care/Childcare
• Wellness programs that promote a healthy work-life balance
• Career advancement opportunities and professional development
• Competitive salary with annual merit increase
• Team bonus opportunities

Education & Experience

• Masters Degree from an accredited institution required.
• Digital Transformation professional with a focus on leveraging UX/ CX to help strategize and manage the transition across multiple distribution channels like online and mobile. Minimum of fifteen (15) years of information systems experience. Minimum of fifteen (15) years leading and managing UX Design and front-end development teams.
• Must include a successful track record of:
  • Leading global UX Design and Development teams
  • Envisioning and creating experiences across various channels
  • Working with design and brand agencies and ensuring target design outcomes.
  • Bringing in outside-in perspectives and forward-looking trends to enable scalable experiences for IEHP.
  • Working with core technology teams and strong awareness of front-end technologies.

Key Qualifications

• Deep understanding of:
  • UX, Customer Experience, and Digital Strategy and able to drive strategic initiatives like digital transformation, UX roadmaps, process definitions & enhancements, product conceptualization & solutioning (web, mobile and multichannel).
  • Modern and future-looking front-end technologies to guide fornt-end development teams.
• Design methodologies including ability to get hands-on to be able to lead and contribute to areas like:
  • Le Product Conceptualization and solutioning
  • DesignOps
  • Core UX Design activities (interaction design, information architecture etc.)
  • Accessibility in Design ading Design Thinking workshops
  • Product Conceptualization and solutioning
  • DesignOps
  • Core UX Design activities (interaction design, information architecture etc.)
  • Accessibility in Design
• Through a mix of strong analytical and creative skills can visualize and implement DX/UX/CX as critical enablers that resolve business problems and realize business vision and opportunities.
• Strong skills in:
  • Planning, organization, critical thinking, decision-making and communication (verbal and written).
  • Group presentation, leadership, and team building.
  • Budget management.
  • Implementation of large-scale technology transformation initiatives with strong change management expertise.
  • Facilitating and negotiating/mediating.
  • Mentoring UX Design teams.
• Proven ability to:
  • Envision and articulate experience design needs to various stakeholders.
  • Expresses action-oriented and creative approaches to IT system and UX Design issues and problems.
  • Present issues and challenges in senior management forums.
  • Listen effectively, respond to sensitive inquiries or complaints, cope with an ambiguous or changing environment and have an unfailing sense of humor.
  • Work with a team of professionals from various disciplines.
  • Be an executive with a hands-on approach in a complex fast-paced business environment.
  • Demonstrate leadership, particularly through times of change, disruption, and growth.
  • Work with and drive cross-functional teams towards a common goal.

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