Senior Service Designer

The newly formed Experience Research team is looking for an experienced Sr. Service Designer to join us in designing the future of people-centered healthcare.

What You Will Do

This role is responsible for 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.

Expert capability in assessing service journeys, 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 team is anchored in human-centered design methodology and includes research and synthesis to understand latent user needs, 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.

Your role will be part of the early formation of the interdisciplinary Research team, and you will help to put best practices in Service Design in place for the team. You will teach your peers and mentor less experienced researchers and designers, and you will be part of bringing design thinking to non-design colleagues across the organization.

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

Responsibilities: 

• Lead strategic service design initiatives from conception to execution
• 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 span of the design process
• Ability to identify design opportunities and iteratively evaluate and refine concepts through user-centered research and synthesis
• Ability to prioritize key areas or moments of differentiation by different users and stakeholders
• 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.
• Fluency in service design methods, such as creation of user journeys, service blueprints, service playbooks, service provider training, and more.
• Excellent interdisciplinary team collaboration skills, including team leadership

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 HIGHLY preferred.