Senior Service Designer & Researcher

Your role as Senior Service Designer & Researcher (Member Experience)

Dialogue is looking for a Service Designer & Researcher to join our Member Experience (MX) team, focused on understanding our members needs and improving our services.

This role sits at the intersection of member research, service design, clinical collaboration, and future-state experience definition. You will help us deeply understand member needs, uncover root causes of experience breakdowns, and design North Star service journeys that guide how Dialogue evolves its care experiences over time.

This is not a pixel-pushing role. It’s a systems-level, end-to-end experience role, focused on understanding what actually happens before, during, and after care — and shaping what should happen next.

What you’ll be doing

Understand Members Beyond the App

• Engage directly with members to uncover the why behind behaviors, decisions, trust, motivation, and outcomes—including experiences that occur outside of Dialogue’s digital touchpoints
• Lead and facilitate member interviews, contextual inquiries, and co-creation sessions, often within complex and sensitive healthcare contexts
• Partner closely with Clinical, Operations, and Medical Quality teams to ensure insights reflect real-world care delivery constraints, safety standards, and regulatory considerations.

Lead Service & Journey Design

• Develop current-state journey maps and service blueprints grounded in synthesized qualitative and quantitative insights
• Design future-state (North Star) service journeys that define an exceptional end-to-end experience across intake, booking, care delivery, follow-up, and ongoing treatment
• Identify the underlying capabilities required to deliver these experiences—beyond features, interfaces, or individual screens

Drive Problem Discovery & Experimentation

• Identify root causes of member pain points that extend beyond usability issues, including trust, comprehension, handoffs, motivation, and continuity of care
• Create and manage research and experimentation artifacts that clearly document insights, hypotheses, methods, and implications
• Support early concept validation through fake-door tests, storyboards, experience prototypes, and lightweight experiments

Collaborate Across Disciplines

• Enable strong handoffs by producing clear, actionable artifacts and participating in live working sessions with delivery teams
• Operate as a core member of a multidisciplinary discovery team, collaborating closely with:
• • Data & Analytics
  • Engineering & Technology Leads
  • Clinical & Medical Quality
  • Operations & Service Teams

Educate & Elevate the Organization

• Help teams better understand member expectations, evolving behaviors, and experience trade-offs within healthcare
• Track and communicate journey quality, insights, and opportunity areas as Dialogue continues to improve the member experience
• Raise the bar for service design craft, research rigor, and human-centered thinking across the organization

We’d love to hear from you if you have

• Deep experience in service design, user research, or experience strategy, with a strong track record working on complex, multi-touchpoint journeys
• Demonstrated ability to synthesize messy qualitative and quantitative inputs into clear, compelling experience narratives and insights
• Comfortable leading and facilitating workshops, interviews, and collaborative working sessions with diverse, cross-functional stakeholders
• Exceptional communication skills across written, visual, and verbal formats
• Strong systems thinker who designs across journeys, services, and organizational capabilities—not just screens or interfaces

Nice to have

• Experience designing or conducting research in healthcare, digital health, or other regulated service environments
• Proven ability to collaborate closely with clinical, medical, or regulated-domain stakeholders
• Strong understanding of patient safety, consent, privacy, and ethical research considerations
• Demonstrated experience designing future-state experiences, not only evaluating or optimizing existing ones.

Please note that as we serve customers across Canada, bilingualism is essential for this position. You may be required to communicate in French and English.