UX Designer

📍 Job Overview

Job Title: UX Designer Company: HealthPlanOne Location: Shelton, Connecticut, United States Job Type: Full-Time Category: User Experience (UX) Design / Product Design Date Posted: December 24, 2025 Experience Level: 5-10 Years Remote Status: Hybrid

🚀 Role Summary

• Design and optimize user interfaces for call center agents to create a seamless and intuitive experience across telephony, CRM, and sales tools, directly impacting agent efficiency and productivity.
• Drive user-centered design by conducting user research, usability testing, and incorporating feedback to inform wireframes, user flows, prototypes, and high-fidelity designs.
• Foster strong cross-functional collaboration with product managers, developers, and sales teams to ensure designs meet user needs, business goals, and technical constraints.
• Develop and maintain comprehensive design documentation, including style guides and user personas, to ensure consistency and facilitate efficient design processes.
• Identify and implement workflow optimizations focused on reducing agent effort and enhancing consultation efficiency within a consultative sales environment.

📝 Enhancement Note: This role is positioned within a consultative sales environment, implying a need for UX designs that not only enhance usability but also support complex sales processes and agent decision-making. The emphasis on integrating telephony, CRM, and other tools suggests a focus on end-to-end workflow design and agent productivity optimization.

📈 Primary Responsibilities

• Design user interfaces for call center agents, focusing on seamless integration of telephony, CRM, and critical sales tools to create a cohesive and intuitive workflow.
• Conduct comprehensive user research, including interviews, surveys, and contextual inquiries, to deeply understand agent needs, pain points, and behaviors in a consultative sales context.
• Execute usability testing on new and existing features to gather data-driven insights for iterative design improvements.
• Create detailed wireframes, user flows, interactive prototypes, and high-fidelity mockups that effectively communicate design intent and user journeys.
• Collaborate closely with Product Management to translate business requirements and user needs into effective design solutions.
• Partner with Engineering teams to ensure accurate implementation of designs, providing continuous support and clarification throughout the development lifecycle.
• Develop and maintain robust design documentation, including style guides, interaction pattern libraries, and user personas, to ensure design consistency and scalability.
• Analyze existing agent workflows to identify opportunities for process optimization, aiming to reduce task completion times and improve overall consultation efficiency.
• Stay abreast of emerging trends in UX design, call center technology, and sales enablement tools to continuously innovate and enhance the agent experience.

📝 Enhancement Note: The responsibility for "workflow optimization" and "reducing agent effort" indicates a strong focus on operational efficiency and process improvement through design, which is a key aspect of GTM and RevOps-adjacent UX roles.

🎓 Skills & Qualifications

Education: Bachelor’s degree in User Experience Design, Human-Computer Interaction, Graphic Design, or a closely related field.

Experience: Minimum of 5 years of professional experience in UX design, with a significant portion dedicated to designing enterprise tools, call center applications, or complex integrated systems.

Required Skills:

• Proven expertise in designing for telephony integration, CRM platforms, or other agent-facing technologies within a sales or customer service context.
• Advanced proficiency in leading design and prototyping tools such as Figma, Sketch, Adobe XD, or similar industry-standard software.
• Deep understanding of user-centered design principles, methodologies, and best practices.
• Demonstrated experience conducting both qualitative (e.g., user interviews, contextual inquiry) and quantitative (e.g., surveys, analytics review) user research.
• Excellent communication, presentation, and interpersonal skills, with the ability to effectively articulate design rationale and solutions to diverse stakeholders.
• Strong organizational skills and the ability to manage multiple complex projects concurrently in a fast-paced environment.
• Detail-oriented approach to design and documentation, ensuring high-quality outputs.

Preferred Skills:

• Experience working within Agile development methodologies (Scrum, Kanban) and a strong understanding of iterative design processes.
• Master’s degree in User Experience Design, Human-Computer Interaction, Graphic Design, or a related advanced field.
• Familiarity with the healthcare insurance industry or regulated markets.

📝 Enhancement Note: The requirement for 5+ years of experience, specifically in enterprise tools and call centers, suggests this is a mid-to-senior level individual contributor role. The preference for a Master's degree and Agile experience indicates a desire for candidates who can not only design but also contribute to process maturity and team efficiency.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 case studies demonstrating your UX design process from problem identification to final solution.
• Highlight projects involving complex system integrations, workflow optimization, or agent-facing tools.
• Include examples of wireframes, user flows, interactive prototypes, and final high-fidelity designs.
• Demonstrate your approach to user research and usability testing, including methodologies used and how findings influenced design decisions.
• Provide evidence of collaboration with cross-functional teams (e.g., developers, product managers) and how you managed stakeholder feedback.

Process Documentation:

• Detail your approach to creating and maintaining design documentation, such as style guides, component libraries, and user personas.
• Illustrate how you document user journeys and interaction patterns for complex systems.
• Explain your process for identifying and analyzing opportunities for workflow optimization.

📝 Enhancement Note: Given the role's focus on integrating multiple systems (telephony, CRM, sales tools) and optimizing agent workflows, the portfolio should strongly emphasize projects that demonstrate an understanding of complex system architecture and process efficiency. Case studies should clearly articulate the "before" and "after" states of agent productivity or user experience.

💵 Compensation & Benefits

Salary Range: The estimated salary range for a UX Designer with 5-10 years of experience in Shelton, Connecticut, is typically between $100,000 and $140,000 annually. This range accounts for the cost of living in Connecticut, the specific industry (healthcare/insurance technology), and the specialized nature of designing for call center and sales environments.

Benefits:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement savings plan with company match.
• Paid Time Off (PTO), including vacation, sick leave, and holidays.
• Opportunities for professional development, training, and conference attendance.
• Life insurance and disability coverage.
• Potential for performance-based bonuses.
• Employee Assistance Program (EAP).

Working Hours: Standard full-time hours are expected, likely around 40 hours per week. While the role is hybrid, specific office attendance requirements will be communicated by the hiring manager, with flexibility often available for focused design work or collaboration needs.

📝 Enhancement Note: Salary estimates are based on industry benchmarks for experienced UX Designers in the Northeast US, adjusted for the specific requirements of enterprise/call center UX and the healthcare sector. The hybrid nature of the role may necessitate a slightly higher salary to compensate for commute-related costs.

🎯 Team & Company Context

🏢 Company Culture

Industry: Health Insurance / Healthcare Technology. HealthPlanOne operates in a highly regulated and dynamic industry, focused on simplifying the health insurance shopping experience for consumers through technology and personalized service.

Company Size: HealthPlanOne is part of a larger organization, indicating a stable and established company with resources for innovation and growth. The specific size of the UX team may vary, but it likely operates within a larger Product or Technology department.

Founded: HealthPlanOne was founded to address the complexity of health insurance shopping. Its mission to help people find the right insurance at the right price underscores a customer-centric approach, which should translate into the UX team's focus on user needs.

Team Structure:

• The UX Designer will likely be part of a Product team, collaborating closely with Product Managers, other UX/UI Designers, and UX Researchers.
• They will also work extensively with Front-End Developers, Back-End Developers, and potentially QA Engineers.
• Cross-functional collaboration is essential, involving stakeholders from Sales Operations, Customer Support, Marketing, and Business Analysts to ensure comprehensive understanding of agent and customer needs.

Methodology:

• HealthPlanOne likely employs a user-centered design methodology, prioritizing data and user feedback in the design process.
• Agile methodologies are expected, facilitating iterative development and continuous improvement.
• Emphasis will be placed on creating scalable and maintainable design systems to ensure consistency across various platforms and tools used by agents.

Company Website: https://www.healthplanone.com/

📝 Enhancement Note: The company's mission to simplify health insurance shopping is a strong indicator of a user-focused culture. For a UX Designer, this means opportunities to make a tangible impact on both agent efficiency and customer outcomes. The healthcare industry context implies a need for careful consideration of accessibility, compliance, and data privacy.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior UX Designer role, an individual contributor position focused on deep expertise and execution within a specific domain (agent-facing tools). It requires significant autonomy and the ability to influence design direction.

Reporting Structure: The UX Designer will likely report to a UX Lead, Design Manager, or Head of Product Design. They will work closely with Product Managers who may have dotted-line reporting influence on project priorities.

Operations Impact: The designs created by this role directly impact the daily productivity, efficiency, and satisfaction of call center sales agents. Improved agent experience can lead to increased sales conversion rates, better customer satisfaction, and reduced operational costs for HealthPlanOne. The role bridges the gap between user experience and operational effectiveness.

Growth Opportunities:

• Specialization: Deepen expertise in designing for complex enterprise systems, agent enablement tools, or specific areas like telephony integration.
• Leadership: Transition into a Lead UX Designer or UX Manager role, overseeing a team and setting design strategy.
• Cross-functional Expertise: Develop a broader understanding of sales operations, product management, and business strategy within the health insurance domain.
• Mentorship: Mentor junior designers and contribute to the growth of the UX practice within HealthPlanOne.

📝 Enhancement Note: The "Senior" level designation, inferred from the 5+ years of experience and focus on complex systems, suggests a path towards leadership or specialized technical mastery within UX. The role's direct link to sales agent productivity positions it as a critical function within the Go-To-Market (GTM) operations.

🌐 Work Environment

Office Type: Hybrid. This implies a blend of remote work and in-office collaboration. The office environment is described as a "cubicle environment (constant noise, fluorescent overhead lighting)," which is typical for many corporate settings but may require adaptation for focused design work.

Office Location(s): Shelton, Connecticut. This location provides access to a regional talent pool and likely serves as a hub for key operational teams.

Workspace Context:

• The workspace will involve standard office equipment, including dual monitors, keyboards, and mice, essential for design tasks.
• The need for frequent computer use and effective communication (written, verbal, video conferencing) is paramount.
• Opportunities for in-person collaboration with product managers, developers, and other team members will be present during office days.
• The "constant noise" environment may require strategies for focus, such as using noise-canceling headphones or leveraging remote work days for deep work.

Work Schedule: The standard 40-hour work week provides a structured framework, but the hybrid model allows for flexibility. Days in the office will likely be scheduled to maximize collaborative efforts and team cohesion, while remote days can be dedicated to focused design, research, and documentation.

📝 Enhancement Note: The description of the office environment suggests that candidates should be prepared for a standard corporate setting and be adept at managing their focus and productivity within it. The hybrid nature offers a balance, but candidates should be comfortable with some level of ambient office noise and structure.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Recruiter call to assess basic qualifications, experience, and cultural fit.
• Portfolio Review & Technical Interview: A deep dive into your portfolio, discussing specific case studies, design process, and problem-solving approaches. This is often conducted by the hiring manager and/or senior designers. Expect questions about your decision-making, collaboration, and how you handle challenges.
• Cross-functional Interviews: Meetings with Product Managers, Developers, and potentially Sales Operations representatives to assess collaboration skills and understanding of business/technical constraints.
• Design Exercise/Challenge: You may be asked to complete a take-home assignment or a live design exercise focused on a specific problem related to the agent experience.
• Final Interview/Meet the Team: A final discussion, possibly with senior leadership, to confirm fit and answer any remaining questions.

Portfolio Review Tips:

• Structure: Organize your portfolio with clear case studies that follow a logical problem-solution narrative. For each case study, detail the problem, your role, the process undertaken (research, ideation, design, testing), key decisions, and measurable outcomes.
• Focus on Process: Emphasize your thought process, not just the final visuals. Explain why you made certain design choices.
• Quantify Impact: Whenever possible, quantify the impact of your designs (e.g., "reduced agent task completion time by 15%", "increased data entry accuracy by 10%", "improved agent satisfaction scores"). This directly relates to the operational goals of the role.
• Tailor to the Role: Highlight projects that demonstrate experience with complex systems, workflow optimization, and designing for internal users or agents.
• Be Prepared to Discuss: Be ready to discuss your design choices, compromises made, and lessons learned from each project.

Challenge Preparation:

• If a design challenge is given, thoroughly understand the problem statement and constraints.
• Focus on demonstrating your UX process and problem-solving skills, rather than delivering a pixel-perfect final design within a limited time.
• Clearly articulate your assumptions, research approach (even if simulated), and design rationale.
• Practice presenting your work concisely and effectively, anticipating questions about trade-offs.

📝 Enhancement Note: The emphasis on "agent efficiency" and "consultative sales" means interviewers will look for how your designs translate into tangible operational improvements. Portfolio case studies should explicitly highlight metrics related to productivity, task completion, and user satisfaction within a sales or operational context.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe XD (Proficiency in at least one is required; Figma is often preferred in modern UX teams).
• User Research & Testing: Tools like UserTesting.com, Lookback, Maze, or internal survey/interview platforms.
• Collaboration & Project Management: Jira, Confluence, Asana, Trello, Slack, Microsoft Teams.

Analytics & Reporting:

• While not a primary UX tool, familiarity with how analytics are used to inform design decisions is valuable. This could include Google Analytics, Adobe Analytics, or specific CRM/telephony system reporting dashboards.
• Understanding of data visualization tools (e.g., Tableau, Power BI) might be beneficial for interpreting user behavior data.

CRM & Automation:

• CRM Platforms: Deep understanding of how CRM systems (e.g., Salesforce, Microsoft Dynamics) function and how UX design can improve agent interaction with them.
• Telephony Systems: Familiarity with the UX considerations for integrated telephony solutions (e.g., softphones, dialers, call management interfaces).
• Workflow Automation Tools: Awareness of how UX design can complement or drive automation initiatives.

📝 Enhancement Note: Proficiency in Figma is a strong indicator of a modern, collaborative UX team. The mention of integrating telephony and CRM suggests a need for UX designers who can think holistically about the agent's entire digital workspace and how different tools interact to support their workflow.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A core commitment to understanding and advocating for the user (in this case, the call center agent) in all design decisions.
• Collaboration: A strong emphasis on teamwork, open communication, and shared ownership of design outcomes across product, engineering, and business teams.
• Data-Driven Decision Making: Utilizing user research, analytics, and performance metrics to inform design choices and measure impact.
• Efficiency & Optimization: A drive to continuously improve processes and user experiences to enhance productivity and reduce friction.
• Innovation: Encouraging creative problem-solving and the exploration of new approaches to meet user and business needs.

Collaboration Style:

• Agile & Iterative: Working in sprints, with regular feedback loops and a willingness to adapt designs based on new information.
• Cross-Functional Partnership: Deep integration with Product Management and Engineering, viewing them as integral partners in the design process.
• Open Feedback Culture: Encouraging constructive feedback among team members to elevate the quality of designs and processes.
• Process Improvement Focus: Actively seeking ways to refine design workflows, documentation, and collaboration methods for greater effectiveness.

📝 Enhancement Note: The company's mission to "help people find the right health insurance" and "make the shopping process simpler" strongly suggests that user-centricity and simplification are foundational values. This likely extends to internal tools, aiming to simplify the agent's job for better customer service.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business Constraints: Effectively navigating the trade-offs between ideal user experiences and technical limitations, business requirements, and project timelines inherent in a regulated industry.
• Integrating Disparate Systems: Designing a unified and intuitive experience across multiple, potentially siloed, tools (telephony, CRM, etc.) used by agents.
• Driving Adoption of New Designs: Ensuring agents adopt and effectively utilize new interfaces and workflows, which may require change management and ongoing training support.
• Measuring Impact: Quantifying the precise impact of UX improvements on agent productivity, sales conversion, and customer satisfaction in a complex sales environment.

Learning & Development Opportunities:

• Advanced UX Techniques: Opportunities to deepen expertise in areas like service design, journey mapping for complex workflows, or advanced prototyping.
• Industry Knowledge: Gaining in-depth understanding of the health insurance market, call center operations, and sales enablement strategies.
• Cross-Disciplinary Exposure: Learning from Product Managers, Sales Operations experts, and developers to broaden business acumen and technical understanding.
• Potential for Leadership: Developing skills in mentoring, team leadership, and strategic design planning for future growth.

📝 Enhancement Note: The challenges highlight the strategic importance of this role in optimizing core business operations. Successfully navigating these challenges will require strong analytical, problem-solving, and communication skills, and will provide significant opportunities for professional development.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex enterprise system you designed for. What were the biggest challenges, and how did you address them?" (Focus on your process, stakeholder management, and problem-solving.)
• "How would you approach designing a unified interface for call center agents that integrates telephony, CRM, and a new lead management tool?" (Demonstrate your system thinking, user research approach, and prioritization skills.)
• "Tell me about a time your design was met with resistance from users or stakeholders. How did you handle it, and what was the outcome?" (Showcase your ability to influence, gather feedback, and iterate.)
• "How do you measure the success of your UX designs, particularly in terms of agent productivity or efficiency?" (Highlight your understanding of metrics and ROI.)

Company & Culture Questions:

• "What do you know about HealthPlanOne and our mission?" (Research the company, its values, and its place in the health insurance market.)
• "Based on your understanding of our business, what do you see as the biggest UX challenges for our call center agents?" (Show your ability to think critically about the role and company context.)
• "How do you typically collaborate with Product Managers and Engineers in an Agile environment?" (Emphasize your teamwork and communication style.)

Portfolio Presentation Strategy:

• Prioritize Impact: Select 2-3 case studies that best showcase your ability to solve complex problems and deliver measurable results, especially those related to efficiency or internal tools.
• Tell a Story: For each case study, walk through the problem, your process, your specific contributions, the challenges you faced, and the quantifiable outcomes.
• Focus on Process Over Polish: While visuals are important, articulate your thought process, research findings, and the rationale behind your design decisions.
• Be Ready for Deep Dives: Anticipate detailed questions about your methodology, your role in the team, and the trade-offs you made.
• Connect to HealthPlanOne: Briefly explain how your experience and skills are directly relevant to the challenges and goals of this specific role at HealthPlanOne.

📝 Enhancement Note: Interviewers will be looking for candidates who can demonstrate not only strong design skills but also a deep understanding of how UX impacts operational efficiency, agent performance, and ultimately, business success within a regulated industry like healthcare.

📌 Application Steps

To apply for this UX Designer position:

• Submit your resume and a link to your online portfolio through the HealthPlanOne careers portal.
• Portfolio Customization: Ensure your portfolio prominently features case studies demonstrating your experience with complex systems, workflow optimization, and designing for internal users or agents. Quantify the impact of your work wherever possible.
• Resume Optimization: Tailor your resume to highlight keywords from the job description, such as "UX Design," "call center," "telephony integration," "CRM," "workflow optimization," "user research," "prototyping tools," and "cross-functional collaboration."
• Company Research: Thoroughly research HealthPlanOne's mission, values, and its position in the health insurance market. Understand the challenges and opportunities within this industry.
• Prepare for Portfolio Presentation: Practice articulating your design process, key decisions, and quantifiable results for your selected case studies. Be ready to discuss how your work directly contributes to operational efficiency and agent success.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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