Service Designer

JOB SUMMARY

A Service Designer 3 plays a lead role in shaping BSWH strategic initiatives through a customer’s lens — responsible for choreographing processes, technologies, and interactions, driving the delivery of holistic human-centered services for our patients and their families. We are building a versatile team of designers with complementary strengths in system thinking, simplifying complexity, and facilitating collaborative creativity. In this role, the Service Designer 3 will collaborate cross-functionally with research, product design, content design, engineering, analytics, product managers, and CX leadership, helping to uncover strategic and tactical opportunities, influence stakeholders through strong visual and verbal storytelling, gather and integrate feedback, and create energy and alignment through strategic visions and creative innovation.

WHAT IS EXPECTED

Craft:
Advance BSWH customer-centric digital experiences and services with a high volume of innovative and successful solutions. Inspire and motivate other designers to do the same. Demonstrate artistry and excellence in the communication of strategic new ideas and distill complex ideas so that others can quickly comprehend them. Create design cohesion across the ecosystem.

Leadership and Relationships:
Coach and mentor other designers and team members, providing direct feedback, critique, and strategically directing work to push the experience to the next level. Serve as a key advisor across product teams, building alliances and helping teams work through differences to deliver with excellence.

Process:
Influence and inspire teams and leaders on product design strategies, design process, and opportunities. Create and direct design quality processes, pattern libraries, frameworks, and other tools that support quality and consistency across multiple projects and teams. Invite and conduct design critiques and reviews.

ESSENTIAL FUNCTIONS OF THE ROLE

Build frameworks that support our evolving organization such as: Experience mapping, cross-functional collaboration activities, vision storyboards, service blueprints, etc.

Translate BSWH branding and existing patterns and frameworks into solutions that scale across different experiences.

Work together with stakeholders and product managers to align on concepts and requirements.

Bring concepts and requirements to life in end-to-end user experiences and choose the appropriate medium and fidelity to present them.

Build interactive prototypes, service blueprints, and/or storyboards to test ideas and communicate them internally and externally.

Inspire trust and confidence in design recommendations by establishing clear rationale, customer insights, root cause analysis, and feedback.

Iterate quickly and explore multiple solutions for a given problem.

Understand and continually evangelize our customers and what they need to make informed healthcare decisions for themselves and their families.

Stay informed on current developments in design and industry trends.

Promote inclusive design across services, touchpoints, and processes.

Collaborate with product managers, engineers, QA, and other designers to facilitate research activities, strategy sessions, ideation, design, and testing of new product and/or service concepts.

Assist the Customer Journey, Consumer Solutions, and Digital teams to organize and facilitate activities that keep the team sharply organized and thinking critically and strategically.

Perform other position-appropriate duties as required in a competent, professional, and courteous manner.

KEY SUCCESS FACTORS

5+ years of experience in applied service design, service design degree, or cumulative parallel experience and service design certification.

Experience creating and facilitating collaborative workshops.

Impressive creative portfolio demonstrating your awesome work, including the ability to demonstrate a diverse range of projects.

Effortless communication/presentation skills, natural collaborator.

Experience with Agile/Scrum methodologies, and a willingness to adapt and customize them as needed.

Evangelize design best practices across mediums (digital and physical).

Strong knowledge of Strong knowledge of collaboration facilitation methodologies, Miro, Figma, Figjam, Adobe Creative Cloud, or similar tools and a strong desire to always learn more.

Experience creating service prototypes, blueprints, and storyboards that showcase multiple concepts quickly, with an acute understanding of what customer and business problems they solve and how they might be delivered.

Experience working with and contributing to established brand guidelines, style guides, and/or code-based design systems.
Ability to work from low fidelity to high fidelity.

Ability to work collaboratively within cross-disciplinary teams.