Lead Service Designer

As a Service Designer in the S&CI team, you are redefining how technology solutions make a powerful impact on our patients’ lives. By championing the view of the colleague (employee + contractor), you will deliver rewarding experiences and business value by driving a united, user-centered approach to the colleague journey.

You will work cohesively with all functions, including groups within BTS and HR and are equally comfortable working with the business, technical users, and other design practitioners. Your devotion for design-led thinking is infectious and you articulate the value of UX and Service Design.

If you are driven, proactive, highly collaborative, and passionate about optimizing the holistic experience, we would love to hear from you.

Responsibilities:

• Lead and deliver the practices of Service Design and UX related to optimizing the colleague journey.
• Plan and execute the design research collaboratively with the team. Analyze research data identifying and generating meaningful insights.
• Plan and execute service blueprint mapping, customer journeys, and other related documentation.
• Plan and facilitate workshops for co-creation and discovery.
• Understand technical complexity and risks, run collaborative design activities, influence others and build consensus.
• Support journey managers to drive journey strategy and the development roadmap.
• Identify and define metrics that determine the success of a journey. Collaborate with journey manager to monitor journeys and identify future opportunities.
• Create & maintain service blueprint and user journey templates and framework.
• Articulate and champion design thinking, service design, and UX within the team.
• Work closely with journey managers and cross-functional teams across the organization. Able to engage with and transition between non-technical colleagues and technical colleagues with ease.

Qualifications

• Bachelor or master’s degree in Design, Human Computer Interaction (HCI), Computer Science, equivalent certification, or a related field of study preferred.
• 3+ years’ experience as a service designer and 8+ years’ experience as a UX practitioner or designer for web, mobile and software applications.
• Strong business acumen; Experience leading design activities for enterprise software solutions and / or complex business solutions.
• Outstanding communicator – both verbally and in writing.
• Strong consultation and collaboration skills. Comfortable facilitating meetings and workshops with cross-functional project teams.
• Proven experience applying a user-centered design process to project work. Can translate user needs and backend processes into Service Designs and Journey Maps.
• Highly proficient with leading design tools such as Miro, Adobe CC, Axure, and InVision.
• Highly proficient building service blueprints and journey maps.
• A portfolio demonstrating how a user-centered design approach had a measured impact on the overall user experience and demonstrated value to the business.