The Sr. Service Designer – Insurance Products, will be part of the Customer Experience Team.This role will lead customer research and innovation activities to advance our insurance product and benefit portfolio for a line of business (Commercial or Government Programs). This role will collaborate closely with our product design team, and various internal and external stakeholders to design coordinated services with front and backstage impacts.

The candidate will need advanced skills associated with the service design discipline, including but not limited to, user research methods, facilitation, and analysis, workshop facilitation, and various service mapping and blueprinting frameworks. Most importantly, this candidate will need to embrace ambiguity and push on the inherent constraints that come with working in a regulated industry to advance innovation.

Responsibilities of this position will include the following:

Customer Research

• Aggregate and synthesize internal and external known data and resources as part of initial and ongoing discovery.
• Identify key trends and notable insights from quantitative data sources to inform additional customer research for a given product line, customer-type, or product.
• Conduct qualitative research using ethnographic and participatory methods.
• Create and evolve experience maps that outline key phases of the customer experience
• Create and evolve journey maps that breakdown the experience phases into more detailed documentation of the customer experience.
• Create behavioral personas, based on primary and secondary research.
• Maintain a repository of research insights to be cross-referenced and queried, ass needed to accelerate future research and design initiatives.

Service Design

• Coordinate the frontstage actions, backstage actions, supporting processes, and technologies to design effective and efficient delivery models.
• Conduct comparative and evaluative research into solutions and industry trends to inform MVP’s health care services, products, and benefit offerings.
• Perform testing of service, product, and benefit concepts, prototypes, and systems.
• Advise business, product, IT, operations, and service teams in solving complex problems or issues regarding management, processes, and business systems.
• Promote service design efforts, mindset, and methods through presentation and communication.
• Maintain confidentiality and adhere to regulatory compliance issues as they exist and change from time to time.
• Perform other related duties as assigned.

Human-Centered Design Leadership

• Facilitate workshops and collaborative design sessions with cross-functional teams; including but not limited to persona development, experience mapping, journey mapping, and service blueprinting.

• Provide guidance to MVP’s product lifecycle management and design efforts to align with company goals and customer needs.
• Help develop and communicate vision for MVP’s health care products and services that align with MVP strategy.
• Evangelize design best practices in the org and serve as a mentor for these skills.
• Provide training to others in the organization on the above areas to help increase our organizational understanding of human-centered design, service design, and customer experience.
• Collaborate with fellow service designers and user experience designers in the CX Design Team to advance MVP’s overall design maturity and influence the design of other workstreams

Position Qualifications

Minimum Education:

• Bachelor’s Degree in Service Design, Experience Design, Business Process Design, or related field
• Certification or equivalent training in Service Design methodologies

Minimum Experience:

• Minimum of 3-5 years of hands-on experience working as a Service Designer, User Experience Designer, or related experience in business process design.
• Experience facilitating workshops and collaborative design sessions.
• Experience leading with human-centered practices.
• Experience with testing digital and non-digital experience and workflows, using the least resources to prove viability.

Preferred Experience:

• Experience in the healthcare industry with a focus on service design, customer experience, operations, or product design.
• Experience with lean methods and mindset.

Digital Portfolio:

• A portfolio that can be shared in a digital format (PDF or website) that demonstrates direct experience as a Service Designer and clearly outlines your role and contributions.

Required Knowledge and Skills:

• Experience with Miro or similar remote collaboration tools.
• Excellent interpersonal skills in areas such as teamwork, facilitation, and negotiation.
• Ability to present to both internal and external stakeholders.
• Excellent planning, facilitation, and organizational skills.
• Ability to influence technical and non-technical partners.
• Ability to understand the long-term (“big picture”) and short-term perspectives of situations.
• Ability to be innovative, creative, and inspire others to do the same.
• Ability to plan for and coordinate dependencies across teams.
• Passionate about customer success and customer results.