Experience Design & Activation Lead

Heartspring Inc•Wichita, KS

just now

About The Position

The Experience Design & Activation Lead plays a critical role in improving how Heartspring’s services are experienced by families, partners, and employees. This role sits at the intersection of customer experience, employee support, communications, and innovation. It is responsible for translating insight into action—supporting the design, testing, and implementation of experience improvements and new service offerings. Working closely with the Vice President, Marketing, Communications & Experience Innovation, this role helps identify where experiences are breaking down, develops practical solutions, and activates improvements across workflows, communication, and service delivery. The position is hands-on and execution-focused, with an emphasis on delivering measurable improvements and supporting organizational transformation.

Requirements

Knowledge and abilities in customer journey mapping, service blueprinting, or experience analysis
Translating insights into practical, implementable solutions
Supporting or facilitating workshops and collaborative problem-solving sessions
Designing communication flows that improve clarity, reduce friction, and support behavior change
Conducting or supporting market research and feedback collection
Prioritizing work based on impact and feasibility
Working within operational constraints while identifying opportunities for improvement
Supporting change initiatives through communication and practical implementation
Using tools such as Miro, Typeform, or Qualtrics
Leveraging AI tools to improve efficiency, quality, and output
Collaborating effectively across teams and contributing to alignment efforts
Bachelor’s degree required; preferred fields include marketing, communications, business, design, psychology, or a related discipline
4–8 years of relevant experience in customer experience, service design, marketing, communications, or a related field
Experience utilizing collaborative and workflow technologies (e.g., Miro or similar platforms) and AI-enabled tools to support research, communication, documentation, process improvement, and cross-functional operational alignment.
Experience with journey mapping, process improvement, or service design work preferred
Experience supporting or implementing cross-functional initiatives or projects
Strong written communication skills with the ability to develop clear, practical messaging
Experience in healthcare, education, or high-performing nonprofit environments preferred

Nice To Haves

Experience with journey mapping, process improvement, or service design work
Experience in healthcare, education, or high-performing nonprofit environments

Responsibilities

Support journey mapping, service blueprinting, and experience analysis to identify friction points across customer and employee experiences.
Capture observable data about how services are delivered and experienced, connecting internal processes to external interactions.
Support the development and execution of market research and feedback initiatives using tools such as Typeform or Qualtrics.
Contribute to the collection, organization, and synthesis of customer and employee insights to inform decision-making and prioritization.
Identify and execute experience “quick wins,” particularly those related to communication, workflow clarity, and expectation-setting.
Design and implement communication-based solutions that improve the customer journey, such as onboarding sequences, follow-ups, and key touchpoint messaging.
Ensure solutions are actionable, feasible, and aligned with operational realities.
Support the design and piloting of new services, programs, and experience improvements.
Assist in developing concepts, testing approaches, and refining solutions based on feedback and performance.
Contribute to service innovation efforts by helping identify unmet needs and supporting the scaling of effective solutions across the organization.
Support the planning and facilitation of experience-focused workshops, working sessions, and problem-solving sprints.
Help guide teams toward clear outputs, decisions, and next steps.
Partner with leaders and teams across clinical, education, operational functions, and support services functions to support alignment and implementation of experience improvements.
Support change management and communication efforts tied to experience improvements and organizational initiatives.
Develop clear, practical communications that help teams and customers understand what is changing and what to expect.
Partner with HR to support employee engagement and transformation efforts by reinforcing clear communication, improving the employee experience and helping translate strategy into day-to-day understanding and action.
Partner with marketing and communications to ensure messaging aligns with brand positioning and supports a consistent, high-quality experience.
Adhere to code of conduct and company policies, review published communications, escalate concerns through chain of command, and ensure confidentiality.
Other duties as assigned.