Senior Service Designer

In this role, you will be responsible for leading the way in creating seamless service experiences for patients, caregivers, and clinicians, with consideration for entire end-to-end journeys.  As a comprehensive healthcare system that includes a vast range of healthcare services, this could include the design of virtual care delivery, nurse communications, remote health monitoring, surgical operations, financial transparency and payment, care coordination, and more.

Strong capability in assessing end-to-end experiences, creating journey maps and service blueprints, and the use of human-centered design methods are critical to this role.  An understanding of how services interplay with digital experiences, technology, communications, and physical environments is highly valued, as is experience with healthcare, retail services, and behavioral economics.  A desire to work with complex systems that include multiple constituencies, including various providers, staff, and patients, in dynamic ecosystems is a must.

The work of the growing Service Design team is anchored in human-centered design methodology and includes research and synthesis to understand latent user needs and current/future state experiences, design explorations to iteratively generate design options, ample prototyping to bring ideas to life, collaboration with design, product, operations, marketing, and clinical colleagues, and a relentless passion for engaging directly with the user to continuously improve their experience.

* Please include a link or a copy of your portfolio in your application.

Responsibilities: 

• Lead strategic service design initiatives of moderate to high complexity from conception to execution, via collaboration with cross disciplinary partners
• Work with complex networks of stakeholders and initiatives with substantial ambiguity to resolve
• Expertly apply best-in-class HCD and service/systems design methods
• Conduct exploratory user research, concept validation and usability testing
• Comfortably lead working sessions for complex projects and confidently present to senior leadership
• Create and deliver service design assets and prototypes
• Help establish service design best practices and support service design team development
• Represent service design capabilities with colleagues across the organization

Skills and Knowledge 

• Empathy for the user and a deep understanding of user-centered design (UCD) practices and principles
• A strong portfolio of work in service design, showcasing experience across the entire design process
• Fluency in service design methods, such as creation of user journeys, service blueprints, service playbooks, service provider training, and more.
• Ability to prioritize key areas or moments of differentiation by different users and stakeholders
• Ability to identify design opportunities and iteratively evaluate and refine concepts through user-centered research and synthesis
• Collaborating with colleagues to generate many possible design solutions
• Rapid prototyping to bring concepts to life in service of learning and advancing understanding of user needs and behaviors
• Conducting feedback discussions with users and internal stakeholders to refine concepts
• Experience in designing with a wide range of service experience media, such as interpersonal communications, digital technologies, physical communications collateral, and physical space design.
• Excellent interdisciplinary team collaboration skills
• Strong visual design skills
• Strong presentation, storytelling, and facilitation skills
• Excellent written and verbal communication skills
• Willingness to travel

What You Will Need

Education:

• High school diploma/GED with 2 years of experience, or Associate’s degree, or Bachelor’s degree required.

Work Experience:• 3 years of experience required.
• 5 years of experience preferred.
• 1 year of leadership or management experience preferred.