Director, Provider Service Design & Provider Experience

Labcorp•Durham, NC

5d•Hybrid

About The Position

Labcorp is seeking a Director, Provider Service Design & Provider Experience, to join our team in Burlington, NC or Durham, NC with the flexibility of a hybrid work schedule! This role leads end-to-end service design with a focus on improving provider experience, strengthening trust and preference, and driving measurable business outcomes. This role translates deep human and behavioral insights into scalable service solutions that span digital and physical touchpoints. The ideal candidate bridges design craft and CX strategy, partnering across the organization to ensure that provider experience is continuously improving and clearly tied to business performance across key growth and operational priorities.

Requirements

Bachelor’s degree in Service Design, Human-Centered Design, Interaction Design, Human-Computer Interaction (HCI), Industrial Design, or Healthcare Administration.
8 or more years’ experience in service design, UX design or CX strategy.
4 or more years planning, facilitating, and synthesizing stakeholder workshops and co-creation sessions.

Nice To Haves

5 or more years of experience in complex B2B or healthcare provider environments
Proven ability to produce service blueprints, experience maps, and journey maps in complex, multi-stakeholder environments.
Experience working in agile, iterative product development environments; healthcare or life sciences.
Prior experience in healthcare, diagnostics, or a patient- or provider-facing environment
Familiarity with clinical workflows, EHR platforms, provider engagement models, and diagnostic decision support tools
Fluency with CX measurement frameworks, analytics platforms, and experience metrics such as NPS, CSAT, and sentiment analysis
Portfolio demonstrating end-to-end service design thinking, research rigor, and measurable outcomes
Deep understanding of provider workflows and ability to translate complex clinical and operational needs into simple, actionable experience improvements
Deep expertise in human-centered design methodologies across the full design lifecycle
Strong systems thinking: ability to design across interconnected people, processes, technologies, and physical environments
Proficiency in Figma, Mural, Miro, Adobe Creative Suite, or equivalent tools
Exceptional communication and storytelling skills with diverse audiences — executive, clinical, and technical
Strong analytical and strategic thinking; comfortable operating at both strategic and hands-on levels
Comfort translating data and behavioral insights into experience strategy, not just design artifacts
Familiarity with accessibility standards, inclusive design, and health equity best practices

Responsibilities

Own end-to-end provider journeys across onboarding, ordering, results, support, and follow-up, ensuring consistency and quality at every touchpoint
Partner with clinical, operations, and digital teams to improve provider workflows, including EHR-embedded experiences and diagnostic decision support tools
Embed provider pain point and sentiment insights into workflow and design decisions
Advocate for accessibility, health equity, and inclusive design in all service design work
Partner with Customer Analytics and Research teams to integrate qualitative and quantitative insights into a single, actionable view of provider experience
Use behavioral data, feedback, and sentiment to identify patterns and prioritize high-impact provider experience opportunities
Translate insights into clear recommendations that influence product, workflow, and operational priorities across the organization
Balance provider experience improvements with business impact, operational feasibility, and enterprise strategic priorities when shaping recommendations
Plan, facilitate, and synthesize workshops, co-design sessions, and service prototyping activities with cross-functional teams
Guide design research, including contextual inquiry, journey interviews, and usability testing, to inform high-priority experience and workflow decisions
Build and maintain a library of validated design patterns and service standards to accelerate future work
Partner with product, technology, operations, and marketing teams to embed service design thinking throughout the product development lifecycle
Influence priorities across Sales, Marketing, Digital, IT, and Operations by socializing insights and experience recommendations
Serve as a trusted advisor on service and workflow design decisions without direct product ownership
Drive alignment on experience standards across teams to ensure consistency for providers
Develop implementation roadmaps that enable teams to execute and scale service design solutions
Partner to define and track post-launch experience and business metrics to validate impact, including adoption, throughput, experience scores, and cost drivers
Partner with analytics teams to assess performance and continuously refine priorities as patterns shift
Ensure experience changes are clearly tied to revenue, efficiency, and provider loyalty outcomes
Report progress and insights to senior leadership in a clear, action-oriented manner