Senior Service Designer, Remote

Aledade • Alexandria, VA

317d • Remote

About The Position

The Senior Service Designer is a key member of the Experience Design and Research (XDR) team at Aledade. Our multidisciplinary XDR team accelerates the ability of primary care practices to improve health outcomes for their patients by equipping them with thoughtfully crafted technology. We ensure that the design of Aledade products & services consider the needs of clinicians, practice staff, internal Aledade teams, and patients, fitting within their existing environments and workflows. As a Senior Service Designer, you will play a critical role in aligning internal Aledade teams, processes, and toolsets. You will help envision, design, and support more streamlined multi-channel primary care and patient service experiences. Your work will be guided by our core values of community, joy, evidence-based experiences, inclusive design, sustainability, and exploration. As Senior Service Designer, you will consult across multiple divisions of the business on mission-critical problem spaces. You will work across the product development lifecycle from discovery to evaluation on both existing and new products and services. As the voice of XDR for the projects you work on, you'll use a human-centered approach to facilitate alignment on high impact solutions to complex and ambiguous problems.

Requirements

• 5+ years of professional experience in service design or design strategy within product, service, innovation consulting and/or application development environments.
• Possess a Bachelor's degree (or equivalent experience) in human-computer interaction, service design, design methods, ethnography, psychology, or a related field.
• Strong communication and storytelling skillset.
• Demonstrated ability to clearly articulate complex concepts and tailor messages to diverse audiences from bedside (e.g., patients or practice support staff) to boardroom (e.g., executive stakeholders).
• Strong service design portfolio.
• Demonstrated ability to effectively employ service design methods such as workshop facilitation, experience mapping, and service prototyping to make future-state experiences concrete and accessible.
• Track record of impact. Evidence of deploying new or improved service features that have led to measurable change in user behavior and operational metrics.

Nice To Haves

• Master's Degree
• Experience working in complex and or highly regulated industries such as healthcare or government.
• Strong project management skills.
• Ability to independently scope, facilitate, and execute projects, meet deadlines effectively, and adjust methods based on the budget and time available.
• Ability to swiftly onramp to and navigate new problem spaces and domains while building trusted relationships with other disciplines, stakeholders, and customers.
• Ability to triangulate and synthesize data and insights from multiple sources to frame a set of user-centered and operational problems to solve.
• Ability to fluidly move between methods and types of design artifacts, fitting deliverables to the needs of the project and team.
• Ability to retain and communicate contextual knowledge about the broader customer environment, workflow, and other considerations to proactively surface opportunities to improve the experience that might not have been considered by partner teams.
• Proactive in identifying forums and opportunities to evangelize and share deliverables to the right people.
• Proactive in taking ownership of your role and the success of your work.
• Proactive in improving team practices including feedback forums such as critiques and retrospectives.

Responsibilities

• Develop, prioritize and manage a service design portfolio for specific features in alignment with product, service, and business priorities.
• Plan and conduct primary and secondary design research activities.
• Analyze data and synthesize findings about user experience needs and goals into human-centered narratives and actionable insight frameworks.
• Bring definition to future-state product and service experiences through high-quality design deliverables such as experience maps, low-fidelity prototypes, storyboards, etc.
• Collaborate with designers and researchers in the XDR practice to elevate human-centered design thinking and build team intuition about internal and external users.

Benefits

• Flexible work schedules and the ability to work remotely are available for many roles.
• Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners.
• Robust time-off plan (21 days of PTO in your first year).
• Two paid volunteer days and 11 paid holidays.
• 12 weeks paid parental leave for all new parents.
• Six weeks paid sabbatical after six years of service.
• Educational Assistant Program and Clinical Employee Reimbursement Program.
• 401(k) with up to 4% match.
• Stock options.
• And much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree