Service Designer

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

Job Title

Service Designer 

Location

Cleveland 

Facility

Cleveland Clinic Main Campus

Department

PE Administration-Enterprise Patient Experience

Job Code

T98319 

Shift

Days

Schedule

8:00am-5:00pm

Job Summary

As a member of Insights Studio within the Office of Patient Experience, the Service Designer will work on human-centered design projects across the organization aimed at transforming healthcare delivery and improving patient and caregiver (employee) experience. The Service Designer will utilize human-centered design methods to identify core needs, pain points, opportunities and subsequent solutions that will guide the organization to better care of patients and caregivers through innovative and viable services, technology and care models.

Job Details

Responsibilities:

• Apply human-centered design methodology to large scale projects impacting patient and caregiver experience
• Independently lead human-centered design in large scale enterprise projects
• Collaborate with multiple stakeholders to lead design and implementation of novel services
• Develop skill set of teams in applying human-centered design through trainings, workshops and collaborative projects

Some Travel may be involved

Education:

• Bachelor’s degree in interaction, graphic or industrial design or other related field required.
• Master’s degree in interaction, graphic or industrial design or other related field preferred.

Certifications:

• None required

Complexity of Work:

• Demonstrated knowledge of human-centered design and/or design research tools and methodologies
• Work both independently and collaboratively with stakeholders across the organization, and will lead in the application of human-centered design methodology to the work. 
• Strong interpersonal communication skills
• Demonstrated ability to work effectively with a variety of caregiver roles
• Ability to communicate effectively verbally and in writing
• Ability to manage multiple priorities effectively
• Ability to lead complex projects including strong project management and facilitation skills
• Demonstrated effectiveness in implementation of solutions and ability to measure the impact of work and/or work with research professionals
• Strong time management skills
• Ability to develop a deep understanding of institutional processes and practices and ability to lead the application of human-centered design in this setting

Work Experience:

• Six years of experience leading design projects or teams, preferably in a healthcare setting

• Experience in leading healthcare related projects through design and implementation
• Experience working in multidisciplinary teams
• Experience in designing technology enabled services, quantitative research and product development
• Master’s degree may offset two years of experience

Physical Requirements:

• Manual dexterity to operate office equipment.
• May require periods of sitting, standing and the ability to walk to various locations throughout the organization to attend meetings.
• Must have normal or correction vision.
• Must be able to clearly communicate verbally by phone or in person.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

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Keywords: experience designer, interaction designer

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic Health System’s Smoking Policy will be permitted to reapply for open positions after 90 days.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.

Please review the Equal Employment Opportunity poster. 

Cleveland Clinic Health System is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities