Service Designer

The Service Designer within the Customer Experience Team will lead the collaborative design of business resources to deliver exceptional experiences for our customers. This role will focus on the frontstage actions, backstage actions, supporting processes and technologies that bring our customer experiences to life.  Responsibilities of this position will include the following:

• Facilitate workshops and collaborative design sessions with cross-functional teams; including but not limited to persona development, customer journey mapping, and service blueprinting
• Coordinate the frontstage actions, backstage actions, and supporting processes and technologies to design effective and efficient delivery models
• Conduct qualitative research using ethnographic and participatory methods
• Conduct comparative and evaluative research into solutions and industry trends to inform service design
• Perform testing of service concepts, prototypes, and systems
• Advise business, 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
• Ability to maintain confidentiality and adhere to regulatory compliance issues as they exist and change from time to time
• Perform other related duties as assigned

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 5-10 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

Nice to Have Experience:

• Experience in the healthcare industry with a focus on customer experience or operations
• 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 or contribution

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 think “outside the box”
• Ability to plan for and coordinate dependencies across teams
• Passionate about customer success and customer results