Senior Service Designer

The Senior Service Designer – SCAN Temp leads strategic projects through the research and experience design phases for SCAN’s key constituents including prospects, members, brokers, and/or providers. This role is accountable for research planning and execution, experience design and actionable insights generation for business teams, driving strategic growth, retention and health outcomes. This role owns 3-4 projects concurrently and will facilitate cross-functional workshops and collaborate with both business and IT leaders to define the business opportunity and design concepts to address the opportunity utilizing actionable insights and data.

You Will

• Lead end-to-end service design projects including research planning and execution (as needed), experience design, and phase 1 implementation. Initial focus and deliverables will directly support the development of a unified, multi-channel outreach strategy and improved member experience outcomes.
• Facilitate cross-functional workshops with business and IT teams to define opportunity statements and co-create solutions based on industry, competitor and user research. Use actionable insights from member data, journey mapping, and stakeholder input to align on priorities and design direction.
• Develop service design artifacts such as journey maps, experience blueprints, service blueprints, and mockups. These deliverables will visualize current and future state member experiences across all touchpoints, helping to identify gaps and opportunities. Initial scope will focus on SCAN-initiated engagements.
• Build business cases and ROI models for proposed enhancements. For initial project, collaborate with Finance, CXI, and IT to quantify the value of improved communication coordination, reduced outreach duplication, and increased member satisfaction
• Engage with stakeholders across SCAN, including Marketing, Pharmacy, Product, Member Services, and IT. Represent both business and technical perspectives in design discussions, and clearly communicate the rationale behind design decisions through compelling storytelling and presentations
• Synthesize member engagement best practices, based on industry benchmarking and collaboration with key vendor partners
• Leverage rich understanding of tools and technologies and how design and user stories can optimize investments and member experience operations.
• Design and conduct user testing to validate designs and support implementation.
• Champion SCAN’s mission and ways of working, maintaining strong working relationships across departments. Encourage open dialogue, shared ownership, and continuous learning throughout the design and implementation process
• May supervise/manage a team in the future
• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.
• Actively support the achievement of SCAN’s Vision and Goals.
• Other duties as assigned.

Your Qualifications

• 7+ years of experience in experience or service design
• Experience with healthcare payers and / or Medicare Advantage preferred
• Bachelor’s Degree or equivalent experience
• Graduate or Advanced Degree or equivalent experience preferred
• Technical expertise – Advanced analytical skills
• Problem Solving – Basic problem-solving skills
• Communication – Good communication and interpersonal skills