Director, Experience Design Strategy

Agency:

Snow

Job Function:

Data and Analytics

Job Subfunction:

Data Strategy and Governance

Job Description:

The Patient Support Services team at Snow creates and promotes patient support programs.

Our team consists of specialists focused on helping brands deliver adherence support that meets patients’ needs. The programs we design are effective because they’re shaped by the people they serve.

Our behavioral and learning strategists, service designers, and content creators develop experiences. Together, we create learning, support, and adherence solutions that enhance patient outcomes and business results.

Overview

As a Director of Experience Design Strategy, you will spearhead the creation of innovative, patient-centered solutions, uniting human-centered design and strategic expertise to address unmet needs. You’ll collaborate with cross-functional partners, driving empathetic understanding, robust ideation, and iterative prototyping to deliver exceptional patient experiences. By merging logic, critical thinking, and cognitive psychology insights, you will develop and present strategic recommendations, guiding teams and stakeholders toward transformative outcomes. Through expert coaching and guidance, you’ll empower direct reports to excel in experience design strategy.

Responsibilities

Design and build patient-centric support programs and services, crafting briefs that outline user needs, expectations, and accessibility considerations.
Develop user research, ethnography, and co-design plans, leading brainstorming and ideation sessions using design methodology.
Guide value proposition development for products and services, providing strategic direction for prototypes.
Create service blueprints and experience maps to visualize customer interactions, using storytelling to articulate user-centered design solutions.
Apply design psychology principles to inform strategic recommendations, driving empathetic understanding and robust ideation.
Develop and present strategic recommendations, guiding teams and stakeholders toward transformative outcomes.
Collaborate with cross-functional partners to deliver exceptional patient experiences, merging logic, critical thinking, and cognitive psychology insights.
Empower direct reports to excel in experience design strategy through expert coaching and guidance.
Stay up-to-date with industry trends and emerging technologies, applying knowledge to drive design innovation.

Qualifications

Bachelor’s/advanced degree in Service Design, UX, Strategic Design, or related field (Certificate in service design, design strategy, or UX a plus).
8+ years of experience in Experience Design Strategy, Service Design, and Customer Experience.
Expertise in Service Design, applying strategic UX/UI principles, and creating visual representations of experiences.
Knowledge of design psychology, understanding perception’s impact on user experience, and empathizing with users through storytelling and narrative.
Skills in facilitating design sprints, ideation sessions, and actionable output.
Proven management experience overseeing and managing Experience Design Strategists, coaching and inspiring direct reports.
Ability to balance business goals with user needs, driving strategic growth and innovation.
Strong communication and collaboration skills, working effectively with cross-functional teams.

$120,000 - $140,000

Omnicom’s policy requires employees to work in the office for a minimum of three days a week, unless additional in-office days are directed by their agency or manager. Our objective is to increase this requirement over time, and many of our agencies as well as Omnicom’s corporate group already require five days of in-office attendance.

Omnicom is committed to hiring and developing exceptional talent. We agree that talent is uniquely distributed, and we’re focused on developing inclusive teams that can bring the best solutions to everything we do. We strongly believe that celebrating what makes us different makes us better together. Join us—we look forward to getting to know you. We will process your personal data in accordance with our Recruitment Privacy Notice.

Link to Recruitment Privacy Notice: https://www.omc.com/privacy-notice

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