Service Designer

About the CX team

We’re building our CX and Service Design capabilities to shape how care is experienced end-to-end, and you’ll play a key role in this journey. You’ll work closely with our product, clinical, operations, and growth teams, helping design and evolve how our services actually work in real life—from both the patient and healthcare professional perspective.

Here’s the challenge: We’re redesigning how care is delivered between visits, in a system that was never built for continuity. Your job? Understand the real needs of patients and clinicians, map and improve service journeys, and design solutions that connect digital tools, clinical workflows, and human interactions into one cohesive experience.

This is not just about designing features—it’s about shaping how care happens.

What you’ll do

As a Service Designer (Clinical Services), you will be a key contributor to how our clinical services are designed, delivered, and continuously improved.

You’ll work at the intersection of product, clinical, and operations—translating real-world insights into service concepts, journeys, and workflows that actually work in practice.

In plain English: you’ll be the person who looks at our services and asks:

“How can we make care feel truly continuous and supportive for patients?”

and

“How can we design this in a way that helps clinicians deliver better care, with less friction?”

Your day-to-day

Designing and improving care journeys

• Map and improve patient and HCP journeys across the entire care experience
• Identify gaps and inefficiencies in workflows
• Translate challenges into actionable improvements

Research & insight-driven design

• Conduct qualitative and quantitative research
• Synthesize insights into recommendations
• Use tools (including AI) to accelerate insights

Designing, prototyping and testing

• Design service models and care pathways
• Create journey maps, service blueprints, prototypes
• Ensure consistency across touchpoints

Driving engagement & adherence

• Identify behavioral barriers
• Design interventions supporting long-term engagement
• Apply behavioral design principles

Collaboration

• Work with product, clinical, operations, and growth
• Align priorities and implementation
• Support AI integration in services

Your success metrics

• Improved patient and HCP experience
• Better medical outcomes (e.g. adherence, continuity)
• Scalable service solutions
• Improved operational efficiency

You will thrive in this role if, you have:

• 3+ years of experience in Service Design, UX Research, or Experience Design — ideally in healthcare, health-tech, or other complex service environments
• Hands-on experience conducting qualitative and quantitative research, and translating insights into actionable improvements
• Strong understanding of service design and human-centered design methods (e.g. journey mapping, service blueprinting, stakeholder mapping, prototype testing)
• Familiarity with behavior change and engagement design, especially in the context of patient adherence or long-term service usage
• Ability to work in fast-paced, evolving environments, iterating based on user insights and feedback
• Strong communication skills in English an Polish (written and verbal, both required).
• Experience with tools such as Figma, Miro, Notion, or similar (for collaboration, mapping, and prototyping)
• Solid understanding of research methods (interviews, usability testing, surveys, synthesis)
• Data literacy — ability to use product or research data inform decisions
• Interest in or experience with AI tools supporting research, design, or service improvement

Nice-to-have

• Experience translating complex healthcare processes into clear, scalable service and experience improvements
• Experience working on patient and healthcare professional (HCP) journeys, improving engagement, usability, and continuity of care
• Experience working closely with cross-functional teams (product, clinical, CX, operations)
• Ability to create prototypes and concepts that help test and communicate ideas
• Experience facilitating workshops, journey mapping sessions, or co-design activities
• Experience working in startup or scale-up environments