Senior Professional Service Designer
About The Position
The Senior Professional Service Designer leads service design projects that improve patient, customer, associate, and caregiver experiences across our core businesses. You will work within a pod structure aligned to a specific CenterWell line of business, and translate research and stakeholder insights into service concepts, experience strategies, and actionable recommendations that align people, processes, technology, and data. You will support the planning and facilitation of discovery research, partner interviews, journey-mapping sessions, and workshops to understand needs and identify opportunities for service improvement. You will create current and future-state service and experience blueprints that clarify frontstage and backstage interactions, handoffs, dependencies, pain points, and the people, process, technology, and data elements required to deliver the intended experience.
Requirements
- Bachelor's degree in service design, design, human-centered design, design research, behavioral or social sciences, business, or a related field.
- 3+ years of experience in service design, experience design, design research, or a related field.
- Experience with written, verbal, visual storytelling, presentation, and facilitation skills.
- Demonstrated experience creating service blueprints, experience blueprints, customer journeys, ecosystem maps, process flows, and other service design artifacts.
- Proficiency with Microsoft applications and collaborative research, mapping, and visualization tools.
- Strong organizational and project management skills.
- Ability to plan discovery activities, coordinate contributors, manage dependencies, and deliver high-quality work across multiple workstreams.
- Comfort conducting discovery research, including partner interviews, contextual inquiry, observation, and collaborative workshops.
- Passionate about contributing to an organization focused on improving consumer experiences.
Nice To Haves
- Master's Degree
- Healthcare experience or subject-matter expertise in clinical care or pharmacy environments.
Responsibilities
- Lead service design projects to improve patient, customer, associate, and caregiver experiences.
- Translate research and stakeholder insights into service concepts, experience strategies, and actionable recommendations.
- Align people, processes, technology, and data to achieve desired experiences.
- Support planning and facilitation of discovery research, partner interviews, journey-mapping sessions, and workshops.
- Create current and future-state service and experience blueprints.
- Clarify frontstage and backstage interactions, handoffs, dependencies, and pain points.
- Identify people, process, technology, and data elements required for intended experiences.
- Conduct discovery research, including partner interviews, contextual inquiry, observation, and collaborative workshops.
- Summarize qualitative and quantitative inputs, identify connections across people, processes, technology, and data.
- Translate findings into clear opportunities and recommendations.
- Communicate recommendations to leaders and partners.
Benefits
- Medical benefits
- Dental benefits
- Vision benefits
- 401(k) retirement savings plan
- Time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
- Short-term disability
- Long-term disability
- Life insurance
- Bonus incentive plan
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What This Job Offers
Job Type
Full-time
Career Level
Senior
