Service Designer

Stanford Health Care • Newark, CA

1d • $56 - $74 • Onsite

About The Position

The Enterprise Contact Center Service Designer will collaborate with clinical, operations, technology, and various functions across Stanford Health Care to design and improve the infrastructure that connects patients, care partners, providers, and contact center agents seamlessly across all service delivery channels. The Service Designer will collaborate with clinical, operations, technology, and various functions across Stanford Health Care to design and improve services that connect patients, care partners, providers, and employees (collectively as "service users") seamlessly across all service delivery channels. Working as part of cross-functional project teams, the service designer will conduct qualitative and quantitative user research, create alignment artifacts, identify improvement opportunities, and co-create solutions that enhance service experiences. This role combines human-centered design with systems thinking, skillfully balancing user experience and operational goals.

Requirements

• Bachelor's degree in design, psychology, sociology, anthropology, education, communications or related field from an accredited university.
• Three (3) years working across human-centered design phases as part of service design, design strategy, user research, experience management, journey management, customer success, voices of customer/employee, or related projects or roles.
• Two (2) years managing projects independently in cross-functional environments; consultancy experience a plus.
• Understand organizational culture and achieve goals through formal and informal collaboration channels.
• Engender stakeholder enthusiasm for service design outcomes in alignment with broader organizational goals and initiatives.
• Juggle multiple improvement projects without losing sight of the experience-level objectives.
• Learn operational processes and tools to effectively assess experience-related challenges and root causes.
• Create digital, physical, or visual representation of ideas that can be evaluated, improved, and presented.
• Excellent communication and presentation skills, craft compelling narratives that bridge service user aspirations and operational goals.
• Knowledge of data privacy regulations and ethical considerations in user research and service design.
• Proficiency in virtual collaboration tools such as Miro or Mural is preferred.

Nice To Haves

• Familiarity with U.S. healthcare systems, omnichannel service delivery strategies, or leading patient, customer, and employee experience management practices preferred.

Responsibilities

• Collaborates cross-functionally on projects aimed at reducing service users’ experience of organizational complexity. Engages colleagues with diverse interests, needs, and values throughout the process.
• Plans, conducts, and manages primary and secondary research to understand experience challenges for service users, and validates hypotheses using qualitative and quantitative methods, including interviews, intercepts, usability testing, and surveys.
• Co-creates, tests, and evaluates digital and non-digital design prototypes of increasing fidelity with service users.
• Communicates and builds alignment for design decisions based on user research, operational data, testing results, and industry practices through journey maps, service blueprints, and other alignment artifacts.
• Identifies and advocates for integration needs across the service ecosystem to deliver simpler and more consistent experiences to service users.
• Establishes and implements methods for measuring service user experiences, ensuring that baselines, ongoing evaluation, and adjustments are considered for relevant projects and broader organizational initiatives.
• Promotes human-centered design mindset and methods in support of C-I-CARE culture and Office of Patient Experience aims.
• Supports department leadership in communicating experience-related concepts to internal and external stakeholders.
• Performs other related and incidental duties as needed or assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees