Program Manager-User Experience - SHP Business Development - Telecommuter - Day Shift - Full Time

Sharp Health Plan

San Diego, CA

Full Time

Senior

48/hr-76/hr

1 day ago

Job Description

About the Role

The Program Manager of User Experience (UX) at Sharp Health Plan reports to the Director of Marketing and Customer Strategy. The role involves leading, developing, and driving user-centered strategies and plans to improve customer experiences across multiple channels. The position aims to deliver actionable recommendations that enhance customer retention, satisfaction, self-service adoption, and brand perception, supporting the organization’s strategic objectives and continuous improvement initiatives.

Key Responsibilities

Lead UX strategy, planning, and development to transform how SHP customers use their health plan, driving growth, service improvements, and trust.
Innovate and develop new approaches to advance SHP's UX maturity by researching and sharing industry best practices, trends, and technologies.
Identify, evaluate, and solve user problems, developing strategic initiatives and recommendations aligned with stakeholders.
Incorporate SHP business objectives and strategic plans into overall UX strategy and 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.
Develop and create logical content architectures for users' channels and devices, connecting user needs with business objectives.
Lead and collaborate with cross-departmental teams to create seamless health plan experiences across various channels and devices.
Maintain documentation of UX work through artifacts like storyboards, wireframes, process flows, and prototypes.
Research conceptual design of new products and services, including enhancements and improvements.
Iterate concepts based on usability research, customer feedback, and data analysis.
Serve as a point of contact for high-profile UX projects, partnering with internal teams and stakeholders.
Develop and facilitate remote UX workshops to promote shared understanding and inclusive decision-making.
Supervise and oversee designers, producers, writers, and external consultants to drive UX process improvements.
Build and execute research plans to gather user insights, behaviors, and motivations.
Prepare usability tests and research sessions, analyze data, and report findings to inform UX enhancements.
Synthesize UX findings to identify opportunities for improvement and innovation.

Requirements

Bachelor's Degree in UX design, human factors in information design, marketing, communications, or a similar field.
7 years of progressive experience in marketing and/or customer strategy, including UX enhancements and information architecture assets.
5 years of experience working on large-scale cross-functional implementations or product launches.
5 years of experience leading business stakeholders and communicating project needs to C-suite executives.
Experience with coding and troubleshooting using HTML, CSS, or comparable languages.

Nice to Have

Master's Degree with experience conducting graduate-level research.
Experience in health plan or healthcare environment.
Industry certifications such as Nielsen Norman Group or Human Factors International.
Proficiency in Lucid Suite, Balsamiq, Miro, Mural, Figma, M365, or Smartsheet applications.

Qualifications

Educational background as specified in requirements.

Working at Sharp Health Plan

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, or other protected classes.

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