Blue Cross Blue Shield of Michigan Customer Experience Design Lead in Detroit, Michigan


At BlueCross Blue Shield of Michigan, our Customer Experience (CX) team is focused on reimagining healthcare to help people during both the everyday moments and the ones that matter the most. We touch the lives of over 5 million members and are shaping the future to make healthcare more easy, useful and enjoyable for all.

*The Customer Experience Design Lead will lead CX improvement initiatives using human-centered, lean start-up methodologies. This is a role focused on holistic, omni-channel experience design from concept to production. This CX Design Lead will be responsible for leading internal project teams and cross-functional “design sprint” teams to improve every stage of the end-to-end customer lifecycle. This role requires hands-on strategy formulation, sprint design and facilitation, journey and concept design, qualitative research and partnering on implementation. *

The job description requires multi-faceted skills, including:

Customer Experience Design: Hands-on experience designing holistic, omni-channel consumer and service delivery ecosystem designs. Ability to transform tasks into intuitive, accessible and easy-to-use designs through the entire experience lifecycle, from the first-time user to the expert. Ability to execute visual, information, interaction, and service design elements of the initiative that meets business and customer needs and delights customers. Ability to communicate the initiative and product to others (Business Partners) through consumer journeys, storyboards, ecosystem and service designs, prototypes, wireframes, infographics and other materials.

Fast Paced Innovator: You are able to prototype rapidly in multiple mediums and levels of interactivity (physical, digital, low and hi-fidelity, tangible and conceptual). The ability to translate insight and strategy into concept prototypes and communicate your vision through your artifacts. Creative use of technology and alternative approaches. Enthusiasm to learn new technologies, and ability to do so quickly, on the job. Appreciation of high quality visual design, innovative technology, marketing strategy, business strategy, as well as business analysis and quality assurance disciplines. **

Design Research: Seasoned in fast-paced design research. Ability to conduct and/or partner on consumer studies and present findings that will inform improvements in the customer experience. Capable of establishing research methods and strategies with our market research team. Ability to discover customer and business needs through contextual inquiries, generative and quantitative research, and identify solutions to meet those needs.**

Consulting and Mentoring: Ability to teach teams and partners experience and human-centered design techniques to improve their every-day processes.**

Storytelling and Concept Selling: Strength in using storytelling to share your discoveries, influence business partners and create energy around an idea or an initiative. Ability to pitch concepts in a clear, concise, and compelling way to obtain buy-in and/or funding.**

Consumer Obsessed: The ability to build consumer empathy in business partners and emotionally connect to the lives and realities of the people we serve. Advocating for our customers at all times. Experience in designing and conducting Customer Experience Immersions.**

Approachable, Kind and Considerate Working Style: Care about the well-being of your partners, team members, and leaders. Seek the good in people first and help move projects along gracefully.**

Under general supervision, this position assists in the development of marketing and strategic planning initiatives, and leads direct marketing projects which enable Blue Cross Blue Shield of MI to increase its presence within specifically identified segments. Develop strategic marketing plans, to include communications and presentations. Manage direct marketing projects to target increases in penetration of specific audiences. Coordinate marketing planning and execution with appropriate internal business units and departments. Manage the corporate product naming process, to include market research, analysis, and internal compliance. Lead and manage day-to-day internal client relations. Participate in and contribute to various corporate marketing and product and corporate communications workgroups. Other duties may be assigned.


Preferred Experience:

  • BS/BA/MFA in Design or Master’s in design preferred (Human Factors, Interaction Design, Information Science or HCI, Design, Design Strategy, Design Planning, Design Research, or related field)

  • Start-up environment experiences

  • Project leadership

  • Basic coding and editing for digital prototypes and concept exploration (preferred)

  • A background working with Operations for the implementation of designs

  • Strong MS Office, Adobe skills


  • Bachelor's Degree in related field required. Master's Degree in related field considered a plus.
  • Minimum of five (5) years experience in related field
  • Experience in project management and development and execution of marketing plans is required.
  • Experience in business to business and consumer marketing required.
  • Healthcare experience considered a plus.
  • Ability to work effectively in a team environment.
  • Strong organizational, planning, analytical, presentation and communication skills.
  • Ability to identify customer insights that drive behavior change.
  • Ability to lead and coordinate work groups.
  • Ability to present solutions and ideas for unique challenges.
  • Other related skills and/or abilities may be required to perform this job.

All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.

Job: Prod Dev Mrkting & Sls Supp

Primary Location: Detroit

Organization: Corp Marketing & Cust Exper-4104

Schedule: Full-time

Req ID: CUS000C5