Lead Experience Architect


Bind is a health technology and services company founded in 2016 and headquartered in Minneapolis, MN with San Francisco and New York satellites. Bind is health insurance for the way we live now. Unlike traditional health insurance that charges you for services you may never need or want, Bind is on demand: pay for what you need, not what you don’t, and adjust your coverage when those needs change. Health coverage that’s flexible, clear, and intuitive.

We are creative, collaborative, and a little bit fiery. The Bind team is comprised of like-minded individuals passionate about healthcare, and our cause is the collective act of rewiring it. We embrace new ideas. We’re more wheel than cog. More spark than smoke. And we are playful and venturesome in our daily mission to render real and refreshing solutions to health insurance that works better for us all.

Lead Experience Architect

Summary
The Lead Experience Architect defines the design of all aspects of the interactions consumers have – across digital, telephonic, print and face to face channels with Bind. The Architect anchors this work by establishing and maintaining an idealized human experience for Bind members and prospective members structured to deliver a set of outcomes – including consumers’ emotional responses, perception of value and behaviors related to health coverage, treatment path and provider selection decisions – defined by Bind’s leadership community. Using the idealized experience as a guide, the Architect will build more detailed specifications of the human experience and work with colleagues cross functionally to ensure the designs are faithfully rendered in Bind’s operating capabilities. The architect monitors the human experience to determine its efficacy in delivering the desired outcomes and adjusts the design of the experience accordingly to improve its performance. This position can be based in New York, Minneapolis, or San Francisco.

Responsibilities
Define research questions whose answers will inform the design of the human experience.

Contribute to the setting of objectives for the Bind human experience.

Define an idealized experience for Bind members and prospective members that serves as the overarching blue print for the Bind human experience.

Create experience designs for the human touch points for all elements of the Bind human experience. Work with Colleagues to render these designs into Bind’s operating capabilities, including digital, assisted service, print materials, and face to face interactions.

Maintain a catalog of current state documentation of the Bind human experience.

Monitor performance of the human experience in the delivery of the desired objectives.

Manage a continuous improvement process for experience design.

Requirements
BA/BS in design, industrial design, industrial engineering or related field.

At least 3 – 5 years’ experience designing multi-channel customer experiences.

Demonstrated excellence in product/experience design in a consumer service environment.

Design experience in various channels: digital (web, apps, chat, etc.), voice, face to face, print/graphics.

Use of quantitative and qualitative research as design inputs.

Health care experience preferred.

Application of design methodologies in service businesses.

Preparation of clear build instructions of digital development, sales and services process development, product development.

Application of behavioral economics, choice architecture, incentive design and similar evidenced-based experience design principles.

Collaborative design approach.

Customer/user champion.

Bind is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, national origin, sex, disability, age, marital status, sexual orientation, veteran status, genetic information, or any other status protected by applicable law.


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