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Position Description

Arkansas Blue Cross and Blue Shield - EXEMPT POSITION DESCRIPTION

Position:  Coordinator User Experience
Reports To: 
Division:  Corporate Marketing (0012)
Company:  ABCBS
Location:  Label
Job Code:  033801
Min Salary:   59000
Date Posted:  10/11/2013

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Position Specific Requirements: No position specific requirements

Job Summary
The User Experience Coordinator serves as the lead analyst of the enterprise’s external and internal websites user experience. The position will analyze internal data and market research to create the information architecture and user-centered design to align with best practices for our customer-facing sites. The User Experience Coordinator will lead the planning and execution of usability tests, developing UI prototypes, and document user interface design standards and guidelines. The position serves as a member of the Advertising and Communications Web team as well as any consumer marketing or functional design workgroups. In addition, the position is responsible for a variety of special projects, supporting and assisting with advertising, communications, public relations and community integration activities of the division related to how those efforts are promoted or marketed through our online efforts. This position will document and support user-centered processes and principles.

Nature & Scope
The User Experience Coordinator reports to the Manager of Web and Corporate Communications, who in turn reports to the Vice President of Advertising and Communications. The position is will be responsible for analysis and review of usability and marketing reports directly from TeaLeaf, Google Analytics, Web Trends and any other analytics software. Based on those reports, the User Experience Coordinator will evaluate, recommend and outline user-centered goals and objectives

The position also handles special Web project coordination from inception through completion. The position is expected to travel throughout Arkansas and to other cities as needed to gather content and information.

This position will work with business owners throughout the company, Web team and Advertising staff, and others to implement and enhance best-in-class user experiences for our websites. This position will commit to function as an effective team leader in the continued development of effective user experiences for our websites; and commit to the process of using best practices and the latest in technology to enhance the online experience.

The creative ability to conceive, adapt and implement an effective online user experience.
2 Basic use of proper grammar and style as well as interviewing and editing skills.
4. In-depth knowledge of usability best practices and user experience design.
5. Knowledge and experience in the use of electronic and Internet technology for effective communications.
6. Basic knowledge of HTML and CSS.
7. In-depth knowledge of usability and understanding of design best practices.
8. Ability to coordinate advertising activities and work with outside advertising agency and other vendors.
9. Ability to communicate with employees at all levels of the Plan and with persons outside the company, including physicians and hospital administrators.
10. Ability to communicate effectively both orally and in writing.
11. Ability to function without supervision and to initiate correspondence, reports and memos.
12. Ability to work in teams, both as a team member and as a team leader.
13. Ability to organize, set priorities and produce under pressure.
14. Willingness to travel and work irregular hours.
15. A broad understanding of the health care system in Arkansas and our Plan's role in it.

Minimum Job Requirements

1. A bachelor's degree in communications, computer science, business, marketing or a related field plus two years of experience working in a related field, or in the absence of a bachelor's degree in at least one of these fields, must have professional experience in one of these fields.
2. Experience in coordinating front-end analysis, interviews, focus groups, and requirements gathering through business owner input.

3. Experience in Web content management and the use of Internet technology in effective communications.

4. Experience working with websites including working with business owners, gathering and writing requirements, understanding usability and functionality, and Web design and content for various browsers and operating systems.

5. Knowledge of HTML, CSS and Flash a plus.

6. Knowledge of online marketing and retail sales best practices a plus.

7. Knowledge in the use of storyboarding, user scenario development, high-level case definition, and user and task analysis to capture and develop user requirements to use in user-based designs.

8. Knowledge of how to design highly usable user interfaces for multiple channels including smartphones, tablets, touchscreen kiosks, etc.

9. Ability to design and develop usability testing plans.

Security Requirements
This position is identified as level three (3). This position must ensure the security and confidentiality of records and information to prevent substantial harm, embarrassment, inconvenience, or unfairness to any individual on whom information is maintained. The integrity of information must be maintained as outlined in the company Administrative Manual.

Segregation of Duties
Segregation of duties will be used to ensure that errors or irregularities are prevented or detected on a timely basis by employees in the normal course of business. This position must adhere to the segregation of duties guidelines in the Administrative Manual.

1. Effectively managing the user experience of the enterprise’s external websites (, Health Advantage (, BlueAdvantage Administrators of Arkansas ( and USAble Administrators ( as well as other sites as needed.
2. Determining usability standards and procedures and design the update and create the user experience for all sites based on data analysis.
3. Coordinating the user experience of our sites with the Web team and other technical support.
4. Creating, evaluating and modifying prototypes to support development process of user experience. Facilitate iterative testing of prototypes.
5. Serving as contributor to all special Web projects.
6. Coordinating special projects, as assigned.
7. Coordinating special assignments in support of other enterprise affiliates and divisions.
8. Research and digital analysis as directed by the Vice President.
9. Support of other division advertising, communications and public relations activities, as assigned.
10. Exhibit professionalism when working with team members and others throughout the enterprise.
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