Principal Service Designer

We are hiring! The Ascension Design team is looking for an experienced Principal Service Designer to join us in designing the future of people-centered healthcare.

The Ascension Studio exists to create transformative technology-enabled services and experiences for Ascension and those we serve. This includes collaborating to:
● Research to fully understand current state experiences, uncover latent user needs, and identify transformative opportunities
● Frame and communicate strategic visions and future state experiences
● Design and deliver best-in-class, omnichannel services for consumers, clinicians, and associates
● Develop and launch physical and digital solutions, in addition to helping shape people and process solutions

Job Description (what you will do)
In this role, you will be responsible for leading highly complex, multi-faceted service design initiatives, creating seamless end-to-end experiences for patients, caregivers, and clinicians. As a comprehensive healthcare system that includes a vast range of healthcare services, this could include the design of virtual care delivery, nurse communications, remote health monitoring, surgical operations, financial transparency and payment, care coordination, and more.

Mastery in articulating and driving a compelling Experience vision based on Human-Centered Design and having Expert capability in the application of service design methods are both critical to this role. An understanding of how services interplay with digital experiences, technology, communications, and physical environments is highly valued, as is experience with healthcare, retail services, and behavioral economics. A desire to work with complex systems that include multiple constituencies, including various provider types, staff, and patients, in
dynamic ecosystems is a must.

The work of the growing Service Design team is anchored in Human-Centered Design and includes research and synthesis to understand latent user needs and current/future state experiences, iterative generation of design concepts, operationalizing of service concepts including ample prototyping to bring ideas to life, collaboration with design, product, operations, marketing, and clinical colleagues, and a relentless passion for engaging directly with people to continuously improve their experience.

Please include a link or a copy of your portfolio in your application. It is a mandatory requirement to be considered for this role.

Responsibilities:

● Lead highly complex, multi-faceted initiatives with complex networks of stakeholders and/or substantial ambiguity from conception through execution
● Effectively advocate for HCD and help infuse the HCD mindset into enterprise initiatives
● Establish trust with business partners and serve as a thought leader to others outside of xRD about HCD and Service Design
● Support Experience Research & Design (xRD) Leadership in the day-to-day running of xRD
● Independently scope research and design activities, employing a diverse range of HCD methods
● Oversee work of other designers engaged within multiple bodies of work, including external contractors, and actively monitor performance
● Manage project teams, budgets, and schedules, ensuring deliverables are of high quality
● Skillfully lead working sessions for complex projects, navigating strategic debates, presenting to senior/executive leadership, and resolving team conflict
● Introduce new methods, approaches, and thinking to the Studio and Service Design team
● Establish Service Design best practices and support Service Design team development
● Establish Service Design ops by creating and evolving design processes, tools and deliverables
● Collaborate with researchers, designers, product managers and developers to execute projects and deliver physical and digital solutions
● Actively establish a presence external to Ascension within relevant industries (e.g. Design, Healthcare, CX) and societies, speaking at conferences, publishing, etc.

Skills & Knowledge:

● Empathy for people
● Deep understanding and application of human-centered design practices and principles
● A strong portfolio of work in service design, showcasing experience across the entire design process, with outcomes delivered to a high level of quality
● Proven expertise in designing physical, digital, and environmental solutions, such as interpersonal communications, digital technologies, physical communications collateral, and physical space design
● Significant practical experience using a broad range of service design methods, such as creation of user journeys, service blueprints, service playbooks, service provider training, and more.
● Proven track record of leading and inspiring multi-disciplinary project teams in the delivery of high quality, innovative outcomes on time and within budget
● Significant experience scoping, planning, and costing projects / programs
● Proven track record of aligning design solutions to business strategies and goals
● Excellent interdisciplinary team collaboration skills, including team leadership
● Expert in teaching and coaching non-designers in HCD methodology
● Excellent written and verbal communication, negotiation, and influencing skills
● Strong presentation, storytelling, and facilitation skills
● Strong visual design skills
● Willingness to travel

Requirements

Education:

• High school diploma/GED with 2 years of experience, or Associate’s degree, or Bachelor’s degree
  required.

Work Experience:

• 5 years of experience required.
• 10 years of experience preferred.

Additional Preferences

Additional Required Qualifications

● Bachelor’s degree or equivalent experience in Service Design, Design Strategy, System Design, Communication Design, or other relevant discipline
● 15+ years of professional experience working in Design Strategy, Service Design, Systems Design, or equivalent field
● Experience working on fast-paced projects and bringing offerings to market
● Experience mentoring and coaching other designers
● Experience leading and managing multiple projects
● Experience with design operations

Preferred qualifications

● 5 years of leadership or management experience preferred.

● Advanced degree in Design Strategy, Service Design, or similar concentration is a plus.
● Experience working with agile design teams