Lead Service Designer

We’re on an exciting journey of growth, and we’re looking for a Senior Service Designer who embodies our ethos of delivering exceptional member experiences and driving substantial business value. This role is perfect for someone passionate about crafting services that not only meet expectations but surpass them, creating moments of sheer delight for our members. Here’s what you’ll be focusing on:

A bit about this role:

• Champion the balance of scaling our business while enriching our member experience, making it so remarkable that members might question if Devoted is almost too good to be true.
• Utilizing both qualitative and quantitative data to foster a universal, deeply human understanding within high priority business areas.
• Inspire and rally a diverse group of stakeholders around a vision that’s as operationally sound as it is thrilling.
• Report directly to the Director of Member Experience, playing a pivotal role within our tight-knit, dynamic team.

Your Responsibilities and Impact will include:

• Quickly generate sharp research insights and design opportunities, prioritizing inquiry and exploration over pixel perfection.
• Spearhead the design and execution of service strategies that elevate the member experience and support our business’s growth.
• Work closely with various teams to pinpoint and seize opportunities for service enhancements and scalability.
• Undertake comprehensive research to delve into the needs, behaviors, and challenges faced by our members.
• Host engaging meetings that leave participants feeling valued and clear on their contribution to the collective vision.
• Design, prototype, and test new service concepts to assess their effectiveness and impact.
• Apply a broad spectrum of design methodologies and tools to forge solutions centered around our members.
• Leverage data analysis and interpretation to guide design choices and gauge the success of initiatives.
• Effectively communicate design visions and strategies to stakeholders across all levels.
• Continually refine and adjust the service experience, ensuring it evolves with member needs and business goals.

Required skills and experience:

Note: Please submit a link to your service design portfolio showcasing your expertise in creating seamless and user-centric service experiences. 

• A solid background with 5-7 years in customer experience and service design.
• Adept at gleaning insights from both structured and unstructured data.
• Proven track record of launching initiatives that have meaningfully and measurably enhanced member experiences.
• Deep expertise in human-centered design, research methodologies, and fostering behavior change.
• Strong project or program management skills, with a knack for steering projects to successful outcomes.

Desired skills and experience:

• A keen understanding of public health, health literacy, health communication, and patient/customer experience nuances.
• Prior experience thriving in a startup or similarly fast-paced environment, demonstrating flexibility and a drive for innovation.

This is an opportunity for a visionary Service Designer to truly make an impact, driving projects that not only achieve business success but also significantly enhance our members’ experiences. If you’re ready to take on this challenge and help shape the future of our services, we’d love to hear from you.