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Across UPMC, our guiding principle is to always prioritize the safety of our employees, patients, and members. UPMC believes that vaccination is important, helps protect all, and advocates that everyone who can be vaccinated should be vaccinated.

UPMC complies with all governmental requirements related to local, state, and federal COVID-19 vaccination for employment. The Jan. 13 Supreme Court of the United States decision that the Centers for Medicare & Medicaid Services federal COVID-19 vaccine mandate will move forward requires UPMC to ensure employees either get vaccinated or receive a requested medical or religious exemption.

If you are not yet vaccinated, we urge you to get a vaccine now. You can schedule your COVID-19 vaccination through UPMC or visit a non-UPMC provider or UPMC Urgent Care location.

Proof of vaccination is not required upon hire; however, employees will be responsible for ensuring post-hire compliance by getting vaccinated or requesting a medical or religious exemption.

For more information about UPMC’s response to COVID-19, please visit UPMC.com/coronavirus.

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   Current UPMC employees must apply in HR Direct

Experience Designer, Senior (Hybrid)- Service Design and Strategy

  • Job ID: 760798373
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: UPMC Health Plan
  • Department: Consumer Innovation
  • Location: 600 Grant St, Pittsburgh PA 15219
  • Union Position: No
  • Salary Range: $37.20 to $62.96 / hour

Description

The Team 

At UPMC Health Plan, we put health within reach through digital innovation. The Experience Strategy team uses service design as a mindset and a toolkit to elevate the voice of our customers and generate concepts for the future. Our team exists in the “fuzzy front end” of the innovation process. We are change agents leading business transformation and helping our partners embrace innovation. 

This is a hybrid position. Travel to office will be required 1-2 days a week. Additional travel in office may be needed for meetings, trainings, projects, and other department needs. 

 
The Position 

In this role, you’ll work with researchers to illuminate current state experiences and consumer needs, partner with colleagues across the business to identify strategic opportunities and facilitate cross-functional teams to co-create new and innovative futures. You’ll use service design as both a mindset and a toolkit for advancing consumer innovation.  

 

On a given day you might find yourself... 

  • Participating in research to understand consumer needs and pain points. 

  • Bridging consumer needs with business goals. 

  • Helping stakeholders identify, explore and frame business challenges. 

  • Analyzing and synthesizing secondary data to explore how other companies or industries have approached similar challenges. 

  • Using future thinking techniques to consider emerging trends. 

  • Designing and facilitating collaborative sessions to identify problem areas, understand processes, create alignment, or generate ideas, concepts and visions for the future.  

  • Translating insights into customer journey maps, service blueprints, storyboards and vision artifacts to create shared understanding and activate change. 

  • Prototyping and testing new concepts with consumers to assess desirability. 

  • Crafting compelling stories and pitching innovative concepts to leadership. 

  • Creating a culture of innovation and iterative thinking through collaboration and experimentation.  

 

Our ideal candidate is... 

  • An excellent facilitator who can engage an audience (virtually or in person) and has experience leading collaborative sessions. 

  • A strategic thinker who sees patterns where others see complexity. 

  • Familiar with service design and human centered design methods and has experience creating the right “recipe” to match the problem at hand. 

  • Organized enough to plan out every detail and flexible enough to pivot in the moment when needed. 

  • Has experience cultivating and managing client relationships. 

  • Embraces risk, fails forward, and maintains a growth mindset and “can-do” attitude. 

 

Qualifications

  • Bachelor's degree from an accredited college or university (or comparable degree and/or experience). 

  • 5+ years of experience in research, product design, service design, experience strategy, product development or related role.  

Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

   Current UPMC employees must apply in HR Direct

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