Director, Strategic Business Design

Director User Experience – ME06FE

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.

Strategic Discovery & Experience Vision

• Lead user‑led discovery and experience definition, translating future‑state journeys into actionable experience architecture that informs epics and MVP boundaries and keeps agile delivery aligned to user and business value, without backlog ownership.
• Defining North Star journeys and future‑state experience models that guide transformation efforts.
• Establishing experience principles that inform decision‑making.
• Lead user, stakeholder, and operational discovery to uncover root problems and opportunities – including user research, interviews, observations, journey analysis, and data review to understand real behaviors, pain points, and unmet needs.
• Synthesize research and insights into clear problem statements, opportunity areas, and experience priorities; translate insights into North Star experience direction.
• Reframe strategic challenges into clear, outcome‑driven problem statements grounded in user insight and evidence.
• Shape strategic choices, influence priorities, and unblock complex decisions before work enters delivery at epic and feature levels.
• Institutionalize discovery as a repeatable, core capability across value streams.

Service Design & Workflow Architecture

• Design end‑to‑end services and workflows that align user needs and operational processes, enabling technology, AI, and digital transformations.
• Create journey maps and service blueprints that connect front‑stage experience with back‑stage operations systems and data.
• Identify friction points, inefficiencies, and automation opportunities across the organization.
• Design future‑state workflows that enable digital capabilities, AI, and scalable operations.
• Map impacted business capabilities and dependencies across teams, value streams, and platforms.
• Support agile product teams in defining MVPs, sequencing work, and breaking initiatives into incremental, value‑focused delivery slices, without owning backlogs – agile product teams will own backlogs and MVPs.
• Serve as a leader coach to help create maturity across agile products in discovery and user design principles; create playbooks, standards, and structures to enable an organization of design thinkers.
• Strategy to Delivery Translation – enable the organization to convert strategy and experience vision into clear, actionable delivery direction.
• Decompose future‑state journeys into logical value slices that inform epics and MVP boundaries.
• Partner with product and technology leaders to enable the breakdown and sequencing of delivery roadmaps.
• Ensure capabilities and initiatives stay anchored to intended outcomes and user value; enable iterative value realization.
• Surface critical business needs, constraints, and dependencies early to inform solution direction and designs.

Value Stream Alignment & Value Enablement

• Create a shared understanding across business, product, operations, and technology while preparing the organization for change.
• Facilitate alignment across value streams on problems, priorities, and transformation direction.
• Bring early clarity to organizational, operational, and technology impacts early in the design process – not after delivery.
• Highlight role, workflow, and behavior shifts to inform change planning and enable smooth adoption.
• Reinforce an outcome‑first mindset; help teams define measurable goals and key results tied to delivered value.
• Enable smoother implementation by partnering with change, agile product, and delivery teams.
• Strengthen discovery, design thinking, and problem framing practices across all teams.

• 7+ years of experience in business architecture, service design, or product strategy & Discovery.
• Expertise in design thinking, early‑stage discovery, and solution shaping for complex, cross‑functional initiatives.
• Demonstrated systems‑thinking mindset with experience designing end‑to‑end…