Service Designer

About the position

We are looking for a Service Designer (Associate) with Research skills to help us deeply understand our users and improve the end-to-end experience of our health services.

You will work directly with the Head of Experience on strategic projects, focusing on uncovering opportunities through research and translating them into concrete service improvements. This role is key to connecting user needs with product, operational, and experience decisions.

You’re a good fit if you’re a person who: 

• She has a genuine curiosity to understand users and their behaviors, especially in sensitive contexts such as healthcare and the health care of older adult populations.
• Enjoy structuring complex problems and bringing them to clarity.
• It can execute with order, autonomy, and attention to detail
• She feels comfortable collaborating with different teams (product, operations, business, medical, sales)
• She is interested in growing in service design and research.
• He knows how to turn insights into concrete actions
• It adapts well to dynamic and ambiguous environments.

Responsibilities: 

• Design and conduct user research (in-depth interviews, shadowing, testing, focus groups) to understand needs and detect frictions.
• Analyze findings, generate and synthesize insights, and translate them into opportunities for improvement.
• Support in the design of end-to-end services
• Create service design artifacts (customer journeys, service blueprints, experience maps)
• Collaborate with product, design, CX, and operations teams to implement improvements
• Document and communicate findings in a clear and structured manner
• Participate in workshops and co-creation sessions
• To monitor initiatives and validate their impact on the experience

Role objectives : 

• Identify and prioritize friction points in the customer experience
• Generate actionable insights that influence product and service decisions
• Improve the user experience throughout their membership journey
• Contribute to key metrics such as NPS, activation, and retention
• Making business-impacting decisions based on research and service design to ensure the best customer experience