Director, Experience Design Strategy
About The Position
The Patient Support Services team at Snow creates and promotes patient support programs. Our team consists of specialists focused on helping brands deliver adherence support that meets patients’ needs. The programs we design are effective because they’re shaped by the people they serve. Our behavioral and learning strategists, service designers, and content creators develop experiences. Together, we create learning, support, and adherence solutions that enhance patient outcomes and business results. Overview As a Director of Experience Design Strategy, you will spearhead the creation of innovative, patient-centered solutions, uniting human-centered design and strategic expertise to address unmet needs. You'll collaborate with cross-functional partners, driving empathetic understanding, robust ideation, and iterative prototyping to deliver exceptional patient experiences. By merging logic, critical thinking, and cognitive psychology insights, you will develop and present strategic recommendations, guiding teams and stakeholders toward transformative outcomes. Through expert coaching and guidance, you'll empower direct reports to excel in experience design strategy.
Requirements
- Bachelor's/advanced degree in Service Design, UX, Strategic Design, or related field (Certificate in service design, design strategy, or UX a plus).
- 8+ years of experience in Experience Design Strategy, Service Design, and Customer Experience.
- Expertise in Service Design, applying strategic UX/UI principles, and creating visual representations of experiences.
- Knowledge of design psychology, understanding perception's impact on user experience, and empathizing with users through storytelling and narrative.
- Skills in facilitating design sprints, ideation sessions, and actionable output.
- Proven management experience overseeing and managing Experience Design Strategists, coaching and inspiring direct reports.
- Ability to balance business goals with user needs, driving strategic growth and innovation.
- Strong communication and collaboration skills, working effectively with cross-functional teams.
Responsibilities
- Design and build patient-centric support programs and services, crafting briefs that outline user needs, expectations, and accessibility considerations.
- Develop user research, ethnography, and co-design plans, leading brainstorming and ideation sessions using design methodology.
- Guide value proposition development for products and services, providing strategic direction for prototypes.
- Create service blueprints and experience maps to visualize customer interactions, using storytelling to articulate user-centered design solutions.
- Apply design psychology principles to inform strategic recommendations, driving empathetic understanding and robust ideation.
- Develop and present strategic recommendations, guiding teams and stakeholders toward transformative outcomes.
- Collaborate with cross-functional partners to deliver exceptional patient experiences, merging logic, critical thinking, and cognitive psychology insights.
- Empower direct reports to excel in experience design strategy through expert coaching and guidance.
- Stay up-to-date with industry trends and emerging technologies, applying knowledge to drive design innovation.
Benefits
- Equal employment opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Director
