Consumer Experience Service Designer

Sentara Healthcare•Virginia Beach, VA

57d•Hybrid

About The Position

The Service Designer will play a critical role in shaping how patients and members experience care within Sentara Health. This individual will collaborate with journey managers, clinical and operational leaders across the system to map, analyze, and maintain end-to-end journeys for both care delivery and health plan consumer interactions. By applying design thinking, journey mapping, and service blueprinting, the Service Designer will help identify friction points, improve touchpoints across channels, and create seamless, consumer-centered experiences.

Requirements

3+ years of experience in service design, CX/UX strategy, or healthcare experience strategy.
Expertise in journey mapping and service blueprinting tools ( e.g., Miro, Figma, Lucid, Smaply)
Strong understanding of care delivery workflows and health plan administration processes
Proven track record in facilitating cross-functional workshops and leading human-centered design initiatives

Nice To Haves

Experience working within healthcare at a health system, health plan, or integrated delivery network.
Knowledge of regulatory and compliance considerations and their impact on healthcare journeys.
Knowledge of care management models and digital health solutions.
Comfort with metrics-based management and linking journeys to measurable organizational outcomes.

Responsibilities

Journey Mapping and Maintenance
Develop, document, and maintain detailed journey maps across care delivery and health plan domains (e.g. Find and Schedule Care, Member Enrollment and Onboarding, etc.).
Partner with Journey Management to translate current-state journeys into actionable future-state designs that enhance consumer experience and operational efficiency.
Maintain journey asset libraries for ongoing system-wide use and alignment.
Care Delivery Journeys
Map and optimize experiences for:
Find and schedule care
Primary and specialty patient care
Acute patient care
Paying for care
Complex patient care navigation
Health Plan Journeys
Map and optimize experiences for:
Enrollment and onboarding
Provider selection and benefit utilization
Cost management and claims
Member issue resolution
Member renewal and retention
Design and Facilitation
Facilitate co-design sessions with patients, members, clinicians, and operational teams to surface needs and pain points.
Develop service blueprints that connect front-stage consumer touchpoints with back-stage processes, systems, and staff roles.
Collaborate with digital, clinical, and operations teams to ensure journey solutions align with organizational strategy and technology.
Measurement and Continuous Improvement
Define journey success metrics aligned with consumer outcomes, utilization, and satisfaction.
Partner with Consumer Insights and Analytics teams to track journey performance and recommend continual improvements.
Embed insights, feedback, and data into design refinements.

Benefits

Medical, Dental, Vision plans
Adoption, Fertility and Surrogacy Reimbursement up to $10,000
Paid Time Off and Sick Leave
Paid Parental & Family Caregiver Leave
Emergency Backup Care
Long-Term, Short-Term Disability, and Critical Illness plans
Life Insurance
401k/403B with Employer Match
Tuition Assistance - $5,250/year and discounted educational opportunities through Guild Education
Student Debt Pay Down - $10,000
Reimbursement for certifications and free access to complete CEUs and professional development
Pet Insurance
Legal Resources Plan
Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.