Interaction Designer, Consultant

1 week ago

Oakland, United States Blue Shield of CA Full time

Your Role

The Technical Communications team, part of the Customer Experience Planning and Performance Enablement department, designs, develops, and delivers knowledge management solutions that enable the adoption of new/ changing capabilities for business and/ or operations-based needs. Additionally, the team produces, maintains, and assesses the storage systems and documentation, including desk level procedures used by operations. The Interaction Consultant will report to the team's Senior Manager. In this role you will work closely with Digital teams, Information Technology, Customer Experience and Operations subject matter experts to develop and implement WalkMe solutions, and other knowledge assets that support customer digital adoption, employee job readiness, onboarding, and performance optimization.

Your Work

In this role, you will:

  • Help present cohesive plan for UX participation with working teams and digital products
  • Help manage the UX roadmap of operational and strategic projects and team resourcing
  • Actively coach scrum team designers on best practices regarding approach to solution design and implementation
  • Evaluate toolset for design teams and inform recommendations for improving tools
  • Make recommendations to user experience team, product and development to improve process
  • Enable the development and deployment of technical and operational communications and knowledge solutions that assist with front-line operational knowledge and support customer digital adoption.
  • Oversee multiple concurrently running projects, while managing scope, schedule, and quality; communicates project roadblocks and solutions to management and business partners.
  • Consult on best practices, solutions, and ways to use the WalkMe product suite and ServiceNow Knowledge Base functionality to create impactful implementations and knowledge assets; and support the assessment and evaluation of other knowledge management products and capabilities.
  • Manage the WalkMe end-to-end process including design, prototyping, building, quality testing and publishing the created solutions.
  • Conduct technical training and provide troubleshooting support for business partners.

  • Requires a bachelor's degree or equivalent experience
  • Requires at least 7 years of prior relevant experience
  • Requires HTML or CSS experience
  • Experience working in a deadline-driven environment, where attention to detail, and the ability to multitask and prioritize a workload of competing priorities
  • Ability to independently manage several projects simultaneously and operate under tight deadlines
  • A natural excitement and ability to learn technologies and explain technical issues to a variety of audiences, including developers and managers
  • Strong organizational skills and high attention to detail
  • A background in organizational change management or learning and development is preferred
  • An understanding of basic website features and technicalities
  • WalkMe experience is preferred

Pay Range

The pay range for this role is: $ 109120.00 to $ 163680.00 for California.

Note

Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.

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