Customer Experience Design Manager

Customer Experience Design Manager

At BCBSM, our CX team is reimagining healthcare to help during everyday moments that matter the most. We touch the lives of over 5 million members and make health care easy, useful and enjoyable.

The Manager of Customer Experience Design will lead a team of designers and be responsible to lead CX improvement initiatives using human-centered, design thinking methodologies. This is a role focused on holistic, omni-channel experience design from concept to production. This CX Design Manager will be responsible for leading internal project teams and cross-functional “design sprint” teams to improve every stage of the end-to-end customer lifecycle. This role requires hands-on strategy formulation, sprint design and facilitation, journey and concept design, qualitative research and partnering on implementation.

Primary Job Functions:

  • Customer Experience Design - Hands-on experience designing holistic, omni-channel consumer and service delivery ecosystem designs.
  • Ability to transform tasks into intuitive, accessible and easy-to-use designs through the entire experience lifecycle, from the first-time user to the expert.
  • Ability to execute visual, information, interaction, and service design elements of the initiative that meets business and customer needs and delights customers.
  • Ability to communicate the initiative and product to others (Business Partners) through consumer journeys, storyboards, ecosystem and service designs, prototypes, wireframes, infographics and other materials.
  • Fast Paced Innovator – You are able to prototype rapidly in multiple mediums and levels of interactivity (physical, digital, low and hi-fidelity, tangible and conceptual).
  • The ability to translate insight and strategy into concept prototypes and communicate your vision through your artifacts.
  • Creative use of technology and alternative approaches.
  • Enthusiasm to learn new technologies, and ability to do so quickly, on the job.
  • Appreciation of high quality visual design, innovative technology, marketing strategy, business strategy, as well as business analysis and quality assurance disciplines.
  • Design Research – Seasoned in fast-paced design research.
  • Ability to conduct and/or partner on consumer studies and present findings that will inform improvements in the customer experience.
  • Capable of establishing research methods and strategies with our market research team.
  • Ability to discover customer and business needs through contextual inquiries, generative and quantitative research, and identify solutions to meet those needs.
  • Consulting and Mentoring – Ability to teach teams and partners experience and human-centered design techniques to improve their every-day processes.
  • Storytelling and Concept Selling - Strength in using storytelling to share your discoveries, influence business partners and create energy around an idea or an initiative.
  • Ability to pitch concepts in a clear, concise, and compelling way to obtain buy-in and/or funding.
  • Consumer Obsessed – The ability to build consumer empathy in business partners and emotionally connect to the lives and realities of the people we serve.
  • Advocating for our customers at all times.
  • Experience in designing and conducting Customer Experience Immersions.
  • Approachable, Kind and Considerate Working Style - Care about the well-being of your partners, team members, and leaders.
  • Seek the good in people first and help move projects along gracefully.


  • Bach./MFA in Design or Masters in Design preferred (Design Thinking, Human Factors, Interaction Design, Information Science or HCI, Design, Design Strategy, Design Planning, Design Research, or related field)
  • Start-up environment experience (optional)
  • Project leadership
  • Basic coding and editing for digital prototypes and concept exploration (optional)
  • A background working with Operations for the implementation of designs

Are you interested?


    Apply for this job!