Job Description

Job Title: Senior Manager, Experience Strategy
Job ID: 662923
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Facility: UPMC Health Plan
Department: Consumer Innovation
Location: 339 Sixth Avenue, Pittsburgh PA 15222


The Manager, Experience Design will apply human centered design methodology to look holistically at the experience our members have with our health and wellness services and to focus on their needs. By working collaboratively across the Health Plan with user experience designers, business owners, developers, and marketers; this roll will be instrumental in developing strategic initiatives that ensure member and patient needs are met for these services. Services include products, health education programs, mobile health applications, online tools and portals.

  • Articulate the value of program enhancements to internal UPMC Health Plan colleagues and external employer stakeholders
  • Assist in the evaluation of 3rd party vendor health related technologies and products for inclusion into program design
  • Champion design thinking throughout the organization
  • Collaborate and facilitate diverse teams and stakeholders through an iterative discovery and design process to identify business priorities, align strategies and refine new solution and service designs
  • Develop and socialize department brand throughout the organization
  • Identify and develop strategic initiatives that improve member experiences
  • Manage, lead and develop a team of experience designers overseeing multiple parallel projects
  • Monitor and meet or exceed department OKR minimum requirements
  • Plan and manage user-centered research and design projects
  • Present Human Centered Design principles and work to senior executive leadership
  • Present and build consensus for highest priority ideas
  • Recruit and retain top talent in the Human Centered Design space
  • Represent the voice of the consumer to ensure that our digital solutions are relevant to our members
  • Work with internal clinical and non-clinical stakeholders to determine how their goals can be delivered in a way that is engaging to the member.


  • Bachelor's degree in Design, HCI, business, marketing, computer science, psychology or related field (required) Masters degree in related discipline a plus.
  • Minimum of eight to ten years experience in a consumer product design, product development, product management, product marketing, or related role (required).
  • Minimum of four to six years experience in client and/or executive facing roles.
  • Minimum two to four years experience in healthcare required.
  • Minimum of one year of experience in a management role.
  • Ability and desire to see big picture of how various technical and non-technical components of a health related service offering combine to create a single user experience. 
  • Comfortable collaborating with technical (engineers) and non-technical teammates.
  • Superior written and verbal communication skills.
  • Desire to operate in a dynamic product development environment built on the principles of design thinking.
  • Experience or education in the field of Service Design a substantial plus.
  • Strong information design skills and proficiency in design programs such as Illustrator and/or InDesign Skills building wireframes and using image editing software are a plus.
  • Demonstrated ability to work independently when required.
  • Demonstrated ability to meet deadlines and produce high quality work.
  • Track record of outstanding academic and professional achievement

Licensure, Certifications, and Clearances:
UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $41.75 to $70.84

Union Position: No

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