Anthem, Inc. Human Centered Design Specialist (Service Design Strategist) in Indianapolis, Indiana
SHIFT: Day Job
Your Talent. Our Vision. At National Government Services (NGS), an independent subsidiary of Anthem, Inc. and one of the largest Medicare contractors in the country, it’s a powerful combination. It’s the foundation upon which we’re creating greater access to care for our members, greater value for our customers and greater health for our communities. Join us and together we will drive the future of health care.
This is an exceptional opportunity to do innovative work that means more to you and those we serve.
Location (must be onsite): Indianapolis IN or Baltimore MD
Responsible for working with innovation team to generate and synthesize consumer insights to drive the development of the consumer strategy and design process.
Primary duties may include, but are not limited to:
Creates outputs including, but not limited to: quick turn research plans, discussion guides, consumer and stakeholder interviews, summary of findings, personas, journey maps, and lo-fi concept testing.
Partners with research team and the business to understand needs and opportunities, existing research and insights available, provides analytical work, and brings a business and design thinking insights.
Identifies the research plan, conducting design, developing ideas to address customer pain-points.
Synthesizes customer research into actionable “insights canvas” document.
Supports aggregation of customer data (research, call center, digital, marketing, etc.) for the purpose of generating new insights.
Develops personas and hypothesis journey maps.
Creates and executes rapid turn customer research plans (plan, discussion guides, conduct interviews, synthesize findings).
Frame and define design challenges to support prototyping and feedback.
Create deliverables such as storyboards, service maps to illustrate concept solutions for customer needs and opportunities.
Advocate for human-centered design methodology and process across the organization.
Requires a BA/BS degree in graphic/visual design or related field; 6 years of experience within Innovation, Customer Experience, or Service Design; or any combination of education and experience, which would provide an equivalent background.
PhD in service design or user experience design (HCI) or related preferred.
Requires experience in human centered design research: creating research plans, drafting discussion or field guides, conducting interviews or focus groups, conducting analysis, and synthesizing data from sources into concise summaries.
Experience conducting qualitative research that focuses on both generative and evaluative objectives.
Critical thinking and creative problem-solving skills required.
Design research, sense-making and pattern recognition skills required.
Project planning experience required.
High comfort level when navigating ambiguity.
Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and is a 2018 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran.