Lead Customer Experience and Design SME
Vacancy NameLead Customer Experience and Design SMEVacancy NoVN461Employee TypeFull-timeLocation CityDallas, TXEducation LevelBachelor's DegreeExperience Level8 yearsJob DetailsATI builds and manages collaborations that conducts research and development of new technologies to solve our nation's most pressing challengesOur collaborations are custom-built teams of organizations from industry and academia that develop novel technologies for the federal governmentTraditionally, these processes are complicated and burdensomeThat's where ATI comes inWe simplify and streamline processes to make it all workWhen you work at ATI, you become a part of something larger than yourselfOur collective work - no matter what department or division you work in - ultimately enables the warfighter, saves lives, and diversifies the industrial baseAt our core, ATI is a service organizationWe are in service to others; it's what we do, and it's who we are.Position DescriptionThe Lead Customer Experience and Design SME is the primary person responsible for developing and implementing the consortium's Design StrategyThis role is critical to executing the overall customer experience mission of the consortium and refining its approach to incorporating patients, caregivers, and the entire range of stakeholders into the design process through meaningful engagementsThis role operates at both the consortium-level (developing the holistic strategy and offerings) and at the individual performer level by advising and assisting performers / projects in incorporating design elementsThis role is also responsible for iteratively developing and deploying the consortium's capabilities and services to promote and teach patient-centric designExamples of these capabilities include ethnographic research, stakeholder engagement, user-testing, MVP development, etc.Apply at ATI.ORG; we only accept applications submitted through our applicant tracking system. This is an onsite position located in Dallas, TX Essential Functions With minimal oversight from a Director or Division Lead, responsible for planning, execution and monitoring of processes in support of ATI-managed programs.As required, conducts internal and external program briefings.Responsible for developing and maintaining Menu of Options for CX Services, some examples include Persona Development, Voice of Customer (VOC) Listening Posts, Closed Loop Feedback, Outreach to Diverse and Underserved Populations, etc.Conduct Journey Mapping in conjunction with ARPA-H PM to:
Identify gaps:
Find pain points and blind spots in the patient experienceImprove communication and trust:
Eliminate inconsistent communication between patients and care providersFind solutions:
Work on solutions to address pain points and blind spotsDiscover opportunities:
Find opportunities for innovationReviews and approves content of all program websites relative to roleUnderstands ATI financial objectives and contributes to metric improvement for programs.Analyze technical progress vsspend rates, cost share, commitments vsfunded backlog and anticipate potential PSR line item overspending, allowing intervention time.Proactively prevent funding delaysComfortable working with senior management among clients and partners; functions effectively without undue tension; adds value, remains focused on customer satisfaction.Understands how senior management thinks and works; talks their language; responds well to their needs; makes recommendations in line with company strategy.Negotiates well; Settles issues and concerns with minimum assistance from management.Effective in a variety of presentation venues and settings:
one-on-one; small & large groups, internal and external.Assures solutions to customer feedback issues are implemented.Always follows up on customer satisfaction.Provides collaborative leadership, facilitation and interface among supported customers / government clients, vendors and users.Serves as primary point of contact for information regarding the application of program Customer Experience and Design ToolsCoordinates technology transfer for the program.Serves as project monitor for any assign efforts.Provides direction and supervision of all personnel assigned to Customer Experience and Design.Additional Responsibilities Works closely with the Director or Division Lead to identify and assist in targeting program related.Interacts daily with the Director or Division Lead, contracts personnel, financial personnel, and ATI management.Performs other duties as assignedQualifications 10
years of experience in Customer Experience design with a focus on healthcare technologiesProven track record of using Customer Experience design incorporate users and patients into the development process.Prior experience teaching and developing holistic design programsCertification in customer experience designRelevant health science or medical experience preferably in Clinical Research and/or Human Centered Design (HCD)Bachelor's Degree requiredGraduate degree or relevant certifications preferredExperience with government programs desirable.Independent self-directed worker, team player, problem solver and experienced leader.Excellent communication skills, including presentations, technical reports, meeting management and work group managementPrior experience working in multi-organizational teams a plus.Strong computer skills including Excel skills, MS Office Suite - Word, PowerPoint, Outlook and Project desiredMS Access experience a plus.Must be a U.Scitizen by birth or naturalization, or a green card lawful U.Spermanent resident, or a political asylum in the U.SIndividual must meet the definition of a U.Sperson upon hire due to the risk assessment of this position.This position is subject to a background check that includes a review of criminal recordsIn reviewing an applicant's criminal history, the company will consider prior criminal convictions that have a relationship to the job duties and responsibilities of the positionThe company considers the nature of the crime, the time that has elapsed since the crime and the job duties for the position at issue in making an individualized determinationIndividuals may be excluded when the company determines, based on the above factors, that hiring, transferring or promoting the applicant would pose an unreasonable risk to the business, its employees or its customers and vendors.Physical RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this jobReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Regular physical activity to include walking, bending, stooping, reaching, standing and prolonged sitting.Ability to speak, read, hear, and write, with or without reasonable accommodation.Ability to use phone and computer systems, copier, fax, and other office equipment.Must be able to occasionally move/lift up to 25 pounds with or without reasonable accommodation.Work EnvironmentThis position is located in an air-conditioned, environmentally controlled atmosphereNoise level in the work environment is usually moderate and the distraction level in the work environment is often heavy.ATI is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.ATI complies with the Pay Transparency Nondiscrimination provision mandated by Executive Order 13665.Apply at ATI.ORG; we only accept applications submitted through our applicant tracking systemIf you require accommodations to complete this application, please contact Human Resources at (843) 760-4350 or email email protected .BenefitsATI has been named Best Places to Work in SC for 2017, 2018, 2019, 2020, 2021, 2022 & 2023.This is a full-time opportunity with benefitsATI provides Medical, Dental and Vision Plan optionsFlexible Spending Accounts, including health and dependent care accounts403B Retirement Savings plan with a very competitive company contributionPersonal time-off (pre-loaded & accrued) plus 12 paid holiday-daysLife Insurance paid by ATIPaid Parental LeaveShort-Term & Long-Term Disability Coverage paid by ATIEmployee Assistance ProgramTuition Reimbursement ProgramFlexible work schedulesATI's standard business hours are Monday-Friday, between 8 AM - 5 PM. Recommended Skills Audio Equipments Business Process Models Clinical Research Consulting Customer Experience Customer Satisfaction Apply to this job. Think you're the perfect candidate? Apply on company site $('.external-apply-email-saved').on('click', function (event) window.ExternalApply = window.open('/interstitial?jobdid=j3w6qd6zdxp6rvf30g4', 'ExternalApply-j3w6qd6zdxp6rvf30g4'); ); $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
Identify gaps:
Find pain points and blind spots in the patient experienceImprove communication and trust:
Eliminate inconsistent communication between patients and care providersFind solutions:
Work on solutions to address pain points and blind spotsDiscover opportunities:
Find opportunities for innovationReviews and approves content of all program websites relative to roleUnderstands ATI financial objectives and contributes to metric improvement for programs.Analyze technical progress vsspend rates, cost share, commitments vsfunded backlog and anticipate potential PSR line item overspending, allowing intervention time.Proactively prevent funding delaysComfortable working with senior management among clients and partners; functions effectively without undue tension; adds value, remains focused on customer satisfaction.Understands how senior management thinks and works; talks their language; responds well to their needs; makes recommendations in line with company strategy.Negotiates well; Settles issues and concerns with minimum assistance from management.Effective in a variety of presentation venues and settings:
one-on-one; small & large groups, internal and external.Assures solutions to customer feedback issues are implemented.Always follows up on customer satisfaction.Provides collaborative leadership, facilitation and interface among supported customers / government clients, vendors and users.Serves as primary point of contact for information regarding the application of program Customer Experience and Design ToolsCoordinates technology transfer for the program.Serves as project monitor for any assign efforts.Provides direction and supervision of all personnel assigned to Customer Experience and Design.Additional Responsibilities Works closely with the Director or Division Lead to identify and assist in targeting program related.Interacts daily with the Director or Division Lead, contracts personnel, financial personnel, and ATI management.Performs other duties as assignedQualifications 10
years of experience in Customer Experience design with a focus on healthcare technologiesProven track record of using Customer Experience design incorporate users and patients into the development process.Prior experience teaching and developing holistic design programsCertification in customer experience designRelevant health science or medical experience preferably in Clinical Research and/or Human Centered Design (HCD)Bachelor's Degree requiredGraduate degree or relevant certifications preferredExperience with government programs desirable.Independent self-directed worker, team player, problem solver and experienced leader.Excellent communication skills, including presentations, technical reports, meeting management and work group managementPrior experience working in multi-organizational teams a plus.Strong computer skills including Excel skills, MS Office Suite - Word, PowerPoint, Outlook and Project desiredMS Access experience a plus.Must be a U.Scitizen by birth or naturalization, or a green card lawful U.Spermanent resident, or a political asylum in the U.SIndividual must meet the definition of a U.Sperson upon hire due to the risk assessment of this position.This position is subject to a background check that includes a review of criminal recordsIn reviewing an applicant's criminal history, the company will consider prior criminal convictions that have a relationship to the job duties and responsibilities of the positionThe company considers the nature of the crime, the time that has elapsed since the crime and the job duties for the position at issue in making an individualized determinationIndividuals may be excluded when the company determines, based on the above factors, that hiring, transferring or promoting the applicant would pose an unreasonable risk to the business, its employees or its customers and vendors.Physical RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this jobReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Regular physical activity to include walking, bending, stooping, reaching, standing and prolonged sitting.Ability to speak, read, hear, and write, with or without reasonable accommodation.Ability to use phone and computer systems, copier, fax, and other office equipment.Must be able to occasionally move/lift up to 25 pounds with or without reasonable accommodation.Work EnvironmentThis position is located in an air-conditioned, environmentally controlled atmosphereNoise level in the work environment is usually moderate and the distraction level in the work environment is often heavy.ATI is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.ATI complies with the Pay Transparency Nondiscrimination provision mandated by Executive Order 13665.Apply at ATI.ORG; we only accept applications submitted through our applicant tracking systemIf you require accommodations to complete this application, please contact Human Resources at (843) 760-4350 or email email protected .BenefitsATI has been named Best Places to Work in SC for 2017, 2018, 2019, 2020, 2021, 2022 & 2023.This is a full-time opportunity with benefitsATI provides Medical, Dental and Vision Plan optionsFlexible Spending Accounts, including health and dependent care accounts403B Retirement Savings plan with a very competitive company contributionPersonal time-off (pre-loaded & accrued) plus 12 paid holiday-daysLife Insurance paid by ATIPaid Parental LeaveShort-Term & Long-Term Disability Coverage paid by ATIEmployee Assistance ProgramTuition Reimbursement ProgramFlexible work schedulesATI's standard business hours are Monday-Friday, between 8 AM - 5 PM. Recommended Skills Audio Equipments Business Process Models Clinical Research Consulting Customer Experience Customer Satisfaction Apply to this job. Think you're the perfect candidate? Apply on company site $('.external-apply-email-saved').on('click', function (event) window.ExternalApply = window.open('/interstitial?jobdid=j3w6qd6zdxp6rvf30g4', 'ExternalApply-j3w6qd6zdxp6rvf30g4'); ); $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
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