Mayo Clinic Laboratories
Delivers strategy, architecture and design for the end-to-end Mayo Clinic Laboratories (MCL) client experience. Synthesizes and translates client insight, practice objectives, business imperatives, and information technology concepts into vision, design concepts, and development blueprints for optimal experiences that enable client success across the MCL client journey, spanning clients, channels, environments, offerings, content, and capabilities.
Presents client experience vision, strategy, architecture, and design deliverables to MCL management, product management, marketing, and other stakeholders; makes recommendations on options to innovate and improve the MCL client experience; escalates to the proper levels of management for issue resolution. Supports planning, product management, product and solution development, new business opportunities, project management, business architecture, and operations across MCS by delivering decision-enabling views of the current-state client experience along with vision and architecture for the target future-state client experience. Leverages appropriate analysis, architecture, and design methodologies from the disciplines of user-centered design, human factors, usability engineering, design thinking, information architecture, and service design to architect a comprehensive, future-facing client experience that addresses our clients' contextual drivers, gaps, opportunities, and critical success factors.
Methods to be used depend on the project and may include direct and indirect client insight research, analysis, participatory design, prototype validation, usability testing, experience blueprints, journey maps, storyboards, wireframes, and flows; additional work products include personas, task analyses, scenarios, and user stories. Provides input to downstream work products in the user experience, partnering with interaction/interface designers, visual designers, content designers, system architects, IT development, and others to ensure effective transition between architecture and development. Serves as voice of the client and subject matter expert on cross-functional teams formed to implement client experience-related initiatives.
Provides leadership direction and mentoring to the Client Insight Analyst and others assigned to shared client experience activities for which the incumbent has responsibility. Provides contextually appropriate direction or mentoring as needed to more junior staff and to any team member or stakeholder unfamiliar with client experience methods. Supports the increased impact and maturation of the MCS client experience practice.
Externally, this position has frequent contact with clients through a variety of channels. Attends conferences to stay abreast of innovation and best practices; contributes to advancing the practice through participation in professional and user groups.
Master's degree in design (interaction, interface, industrial, service, or user experience), usability engineering, human factors, communication, product management, or a related field and 7 years of experience OR Bachelor's degree in design (interaction, interface, industrial, service, or user experience), usability engineering, human factors, information architecture, communication, product management, or a related field and 9 years of experience.
Visa sponsorship not available for this position
Knowledge of user-centered design processes, interaction design principles, information architecture, usability, human factors, and/or Design Thinking concepts and techniques; and/or design research tools and methods. Experience with customer experience, marketing, user experience design, usability engineering, human factors, and/or content strategy.
Exemplary written, visual, and oral communication and storytelling skills. Ability to manage ambiguity and work autonomously across multiple complex projects. Keen soft skills.
Experience interpreting defined business strategy to ensure alignment of Client Insight & Experience Architecture activities. Experience collaborating with architecture, design, and development teams on large-scale dynamic solutions.
Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum salary every 2 weeks is approx $3,661, based on a full-time position.
Normal business hours. Partial telecommute is a possibility after the first 3-6 months.
Mayo Clinic is located in the heart of downtown Rochester, Minnesota, a vibrant, friendly city that provides a highly livable environment for more than 34,000 Mayo staff and students. The city is consistently ranked among the best places to live in the United States because of its affordable cost of living, healthy lifestyle, excellent school systems and exceptionally high quality of life.
Administration, Business, Finance, Clinical Labs and Research
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Equal opportunity employer
Mayo Clinic is an equal opportunity educator and employer (including veterans and persons with disabilities).