Principal Service Designer

As a Principal Service Designer at Reema, you’ll lead the design of our service experiences from the ground up, working at the intersection of service innovation and healthcare transformation. You’ll be responsible for creating and continuously improving the processes that power our community-based care models translating customer requirements into seamless member experiences while carefully considering the perspectives of the care team users who interact with our technology. This role sits on the product experience team but works hand-in-hand with program operations, requiring someone who can think like a product manager while deeply understanding the complexities of healthcare service design.

As a Principal Service Designer at Reema, you’ll be:

• Setting service design direction: You’ll own the end-to-end design of our program experiences, systematizing new workflows and continuously improving existing ones based on data and user feedback. This includes designing workflows that seamlessly connect our community guide model with clinical care delivery.
• Bridging product and operations: You’ll work closely with the program operations team to ensure that every process you design is both member-centered and operationally sound, translating complex healthcare requirements into intuitive experiences for both members and staff.
• Driving technology-informed improvements: You’ll partner with our technology teams to analyze outcomes data to design and implement workflows that demonstrably improve scalable member experiences and health outcomes.
• Building compliant processes that work for people: You’ll ensure that compliance and regulatory requirements are seamlessly integrated without compromising the human-centered experience.
• Championing integrated care: You’ll leverage your deep understanding of delivering scalable services to design experiences that truly meet people where they are.

What you’ll bring to the team:

Essential experience and skills:

• You have 7+ years of hands-on professional experience in a service design or user experience design role
• You have experience designing complex service systems in regulated industries with multiple stakeholders that accommodate variation while maintaining quality standards.
• You can map end-to-end workflows across different user types and operational constraints, then design scalable processes that work across different contexts.
• You think strategically like a product manager while leading with design strengths – you embrace business constraints and use them as design parameters rather than obstacles.
• You’re comfortable analyzing data to identify service design opportunities and measure the impact of process improvements on user outcomes.
• You have hands-on experience creating and implementing new operational processes and iterating based on real-world feedback.
• You’re comfortable working within regulatory constraints while maintaining focus on user experience – understanding how compliance requirements can be integrated into service design rather than bolted on afterward.
• Bonus points: Experience in healthcare, social services, or other mission-driven contexts where you’ve designed services for vulnerable or underserved populations.