Director, Platform Experience & Capability Design

Blue Shield of California•El Dorado Hills, CA

6d•$182,400 - $308,400•Hybrid

About The Position

The Director, Platform Experience & Capability Design translates business strategy, customer and employee journeys, and operational needs into reusable enterprise capabilities and experience designs. The role establishes design direction, capability frameworks, and solution intent to align business and technology teams on outcomes before delivery begins. Leading the Platform Experience & Capability Design Center of Excellence, the Director oversees product ownership, platform strategy, engineering alignment, operations, governance, and value realization across Salesforce, Pega, SmartComms, and MHK. The Director drives an integrated platform strategy to increase reuse, accelerate speed-to-value, reduce duplication and technical debt, and enable automation and AI adoption, while building high-performing teams and a culture of continuous learning. The role develops and executes a one-to-three-year strategy and roadmap; guides the development of journey maps, process models, capability maps, service blueprints, content and communication patterns, and solution-intent artifacts; and promotes reusable, scalable design across business lines, channels, workflows, and platforms. It partners with senior business and technology stakeholders to shape demand, assess options, define outcomes, and prioritize initiatives. The Director also establishes design standards and governance, facilitates complex decisions, leads and develops a multidisciplinary team, monitors measures of effectiveness, and manages consulting and design partners. This is a hybrid role. For most teams, the workplace model calls for working in the office two days per week. Employees more than 50 miles from an office location work with their manager to determine in-office time based on business need. The position is based in an office and/or home office and involves predominantly sedentary desk work for most of the workday.

Requirements

Bachelor’s degree, or a high school diploma plus four additional years of relevant experience in lieu of a degree.
10 years of relevant experience in product management, experience design, service design, business capability design, business architecture, process transformation, platform strategy, or a closely related discipline.
6 years of people-management experience with direct responsibility for supervising, coaching, developing, and evaluating employees.
Broad management knowledge to lead a centralized function and cross-functional project teams, mastery-level knowledge of platform experience and capability design, and broad understanding of adjacent business and technology disciplines.
Demonstrated experience translating complex business needs and journeys into scalable capabilities, product direction, process designs, or service models.
Experience leading work across enterprise platforms or complex technology ecosystems.
Ability to influence senior leaders, facilitate complex decisions, manage ambiguity, and communicate strategy, options, tradeoffs, and recommendations to technical and non-technical audiences.
Working knowledge of product management, human-centered design, service design, process improvement, agile delivery, change management, and value realization.
Strong business acumen, critical thinking, financial and operational judgment, risk awareness, and decision-making skills.
Leadership profile that is customer- and employee-centered and focused on measurable business and operational outcomes; connects journeys, processes, content, data, platforms, people, and controls; communicates clearly; builds alignment while preserving accountability; develops talent and continuous learning; and moves between strategy and execution with appropriate Director-level scope and decision rights.

Nice To Haves

Experience with Salesforce, SmartCOMM, Pega, MHK, CRM, workflow/case management, correspondence, marketing technology, or healthcare platforms is strongly valued.
Healthcare payer, provider, regulated-industry, or other complex enterprise experience.
Experience establishing design systems, capability taxonomies, service blueprints, product discovery practices, or reusable enterprise patterns.
Experience partnering with architecture and engineering teams to connect business capability intent with technology roadmaps and delivery.
Experience leading organizational or operating-model change and building a new or maturing function.

Responsibilities

Develop and execute a 1–3-year functional strategy and roadmap for platform experience and capability design, translating business priorities, journeys, and platform direction into capability plans and design priorities.
Lead creation of journey maps, process models, capability maps, service blueprints, content and communication patterns, and solution-intent artifacts to define future states and guide product and delivery teams.
Identify opportunities to standardize and reuse capabilities across lines of business, channels, workflows, and platforms; establish design principles and patterns that improve consistency, scalability, maintainability, and speed to value.
Partner with strategy, product, business, finance, and technology leaders to shape demand, evaluate options, define outcomes, and recommend priorities, ensuring initiatives have clear problem statements, target experiences, capability requirements, measurable outcomes, and viable operating impacts before delivery.
Coordinate experience and capability design across Salesforce, SmartCOMM, Pega, MHK, and related platforms; surface cross-platform dependencies and design tradeoffs early.
Establish practical design standards, review mechanisms, decision rights, and quality criteria, ensuring designs consider accessibility, privacy, security, regulatory, operational, data, architecture, content, and change-readiness needs with accountable subject matter experts.
Serve as the primary design partner to business and platform leaders; facilitate complex decisions, synthesize competing needs, and communicate recommendations in executive-ready language.
Lead, coach, and develop a multidisciplinary team; set objectives, clarify roles, manage performance, plan capacity, recruit talent as needed, and build consistent design practices.
Define and monitor measures including design cycle time, reuse, stakeholder satisfaction, adoption, quality, rework reduction, and business-outcome contribution; use feedback and performance data to improve methods and team effectiveness.
Manage design and consulting partners within the function, including scope, quality, performance, deliverables, and knowledge transfer, in coordination with sourcing and vendor-management partners.