Sr. Manager, Design Strategy

About the Role

Key Responsibilities

• Lead, mentor, and manage a team of UX Designers and Process Engineers, ensuring alignment with strategic goals.
• Foster a collaborative, innovative, and user-centered culture, empowering the team to drive impactful solutions.
• Provide strategic direction and guidance on design best practices, service blueprinting, and process optimization.
• Develop and implement a design strategy that enhances the contact center experience.
• Advocate for a human-centered approach, ensuring that member needs and pain points drive decision-making.
• Define and refine end-to-end service journeys, identifying opportunities for improvement and innovation.
• Balance business goals, regulatory requirements, and technology constraints to design scalable and sustainable solutions.
• Lead qualitative and quantitative research efforts, including user interviews, call analysis, and journey mapping.
• Analyze member and advocate interactions to uncover insights that drive service enhancements.
• Synthesize data from multiple sources to inform strategic decisions.
• Facilitate co-creation workshops with stakeholders, including product, operations, technology, and frontline teams.
• Partner with UX/UI designers to translate insights into self-service and AI-assisted experiences.
• Work closely with contact center teams to prototype, test, and refine solutions before scaling.

Requirements

• 7+ years of experience in design strategy, service design, UX research, or CX transformation, preferably in healthcare, insurance, or highly regulated industries.
• 2+ years of experience leading a team of UX Designers.
• Strong expertise in human-centered design, journey mapping, and service blueprints.
• Experience working with contact centers, customer support operations, or self-service experiences.
• Ability to analyze customer data, call transcripts, and operational metrics to identify trends and opportunities.
• Proficiency in design-thinking methodologies, facilitation, and stakeholder management.
• Familiarity with AI-driven contact center solutions, IVR systems, chatbots, and automation is a plus.
• Excellent communication, storytelling, and influencing skills to drive alignment across teams.

Nice to Have

• Familiarity with AI-driven contact center solutions, IVR systems, chatbots, and automation.

Qualifications

• Educational background or certifications are not explicitly specified in the description.

Benefits & Perks

• Comprehensive range of health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• 401(k) with company match.
• Company-paid life insurance.
• Tuition reimbursement.
• Minimum of 18 days of paid time off per year and paid holidays.