Director, Digital Experience Design, CenterWell Pharmacy

CenterWell Montpelier, VT, VT
director digital experience design design pharmacy digital design pharmacy research team content strategy senior
Description
Humana is an $80+ billion (Fortune 41) market leader in integrated healthcare with a clearly defined purpose to help people achieve lifelong well-being. As a company focused on the health and well-being of the people we serve, Humana is committed to advancing the employment experience and vitality of the associate community. Through mail-order, specialty, retail and hospice pharmacies, as well as nationwide pharmacy network partners, CenterWell Pharmacy, formerly Humana Pharmacy Solutions provides convenient and affordable access to medications and integrated clinical care for patients with short-term, chronic and complex conditions. Humana's commitment to excellence has earned accreditations for our mail-order and specialty pharmacies from URAC, ACHC and the NABP- organizations that set the highest standards for quality, safety and security. Additionally, CenterWell Pharmacy and CenterWell Specialty Pharmacy have both earned prestigious customer satisfaction awards, including being named No. 1 in mail-order pharmacy customer satisfaction in the J.D. Power Rankings 4 years in a row.
Against that backdrop, we are seeking an accomplished and inspirational leader for the newly-created role of Director, Humana Pharmacy Digital Experience Design, a role that works at the intersection of health care and technology. The Director will lead a broad Digital User Experience team, bringing together three existing teams in the Research, Visual and Interaction Design, and Content Strategy and Copywriting domains. As the accountable Humana executive for the digital experience across Humana Pharmacy's websites and mobile applications (CenterWellPharmacy.com, CenterWellSpecialtyPharmacy.com, and more), this leader will have significant impact at Humana through driving world-class digital experience and growth in a multi-billion dollar digital channel. This executive will be responsible for applying Digital experience expertise, business acumen, and technical knowledge to solve complex problems for the business and support the broad goal of utilizing human-centered design to drive growth of CenterWell Pharmacy's digital channel.
Responsibilities
The Director will report directly to the Vice President of Humana's digital experience solutions organization, and will directly manage a team of Humana associates and contractors, while also leading extensive dotted line, matrix relationships across numerous other functional areas internally.
Key Responsibilities and Deliverables
- Drive major decisions related to digital experience strategy, initiative prioritization, and vision setting to translate strategy into action.
- Function as a senior advisor and executive partner to senior executives within the CenterWell Pharmacy business, as well as senior execs in partner Humana business units, with the ability to be a strategic thought-partner and to synthesize and communicate complex ideas.
- Embrace and contribute across the enterprise to Humana's Agile methodology of working, including emphasizing the importance of collaborating with other areas across the business towards ensuring alignment to enterprise efforts.
- Lead, develop, mentor, and inspire the digital user experience research and design teams, accountable for digital experience across Humana Pharmacy's consumer-facing web and native mobile app properties.
- Provide executive thought-leadership and direction to a research team that conducts rigorous, mixed-methods research to better understand the needs of the community.
- Drive the evolution of CenterWell Pharmacy's digital experience design vision, generating and iterating on human-centered design solutions to meet the needs of the customer.
- Provide direction towards IA, content strategy, and copy writing that create a simple, world-class experience.
- Partner and collaborate cross-functionally with product management, engineering, data science, program leaders, and leadership to ensure that research insights, design, and content work are delivered in a timely and impactful manner.
- Guide the team to develop best practices for ensuring a high bar of quality by both implementing strategies and demonstrating strong technical knowledge and skills.
- Execute in a fast-paced and fluid environment.
- Recruit new team members and actively participate in the hiring process.
Key Candidate Qualifications
- 10+ years leading digital design and UX/IA practice, including experience with large, complex digital properties with multiple KPIs.
- A record of success in attracting, developing, and motivating top talent from inside and outside of the organization, preparing direct reports for expanded responsibilities, and expanding and elevating the capabilities and performance of their team.
- A thought leader in digital experience, who anticipates changes and disruption to see opportunities for the future, and drives a future-focused agenda to build strategies from present to future state.
- Excellent oral and written communications skills, including the polish, poise, and executive presence that will ensure effective interaction with senior and executive level audiences.
- Recent experience in or supporting a large, highly matrixed company (i.e., Fortune 250), with proven ability to influence leaders and key stakeholders in such an environment
- Excitement for building team culture, hiring, and promoting digital experience education within the greater organization.
- A portfolio of research, design, and/or content strategy work executed under your leadership, which showcases exceptional research and design craft.
- Proven understanding of the interconnection of research, design and content, and experience leading teams where that connection is not just recognized, but embedded into its culture and working model.
- Demonstrated source of inspiration within the organization and broader UX/design community.
- E-commerce design leadership background highly preferred.
Scheduled Weekly Hours
40

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