Senior Service Designer

Alma is seeking a mission-driven Senior Service Designer to join our team. You will be focused on designing services and workflows that support mental health providers in growing a thriving private practice and people seeking high-quality, affordable care. The ideal candidate is someone who believes that great design requires collaboration, curiosity, and comfort with complexity, and is excited to evangelize a new Service Design practice at Alma.

What you’ll do:

• Use human-centered and participatory design methods to build a strong understanding of current-state processes and articulate a future vision for our services.
• Build service design and design thinking artifacts (eg., service blueprints, user journeys, flows, and process maps) to achieve buy-in on the problem and solution
• Collaborate with partners in Operations, Product, Marketing, Sales, and Legal to drive progress on key company-level initiatives and improvements to our policies and services
• Understand and advocate for user needs by leading foundational research studies (interviews, surveys, ethnographic research) and testing service concepts
• Facilitate workshops and co-design sessions
• Gather and incorporate feedback from teammates and stakeholders
• Help establish Service Design as a function within our Product Design team by establishing processes, defining an engagement model, and educating stakeholders

Who you are:

• You have 5+ years of experience in service design, design strategy, and human-centered design – ideally in a complex industry (eg., healthcare, government, finance, education) or a two-sided marketplace
• You have a portfolio with case studies that demonstrate a deep understanding of user needs and your creative problem-solving skills
• You are a curious, ambitious, empathetic, and strategic designer. You’re a total pro in Human-centered and Service Design methodologies and deliverables.
• You use digital design tools (Figma, Sketch, Framer, React) to articulate your ideas and produce artifacts (eg., Service Blueprints, flows)
• You have demonstrated experience in user research, including planning studies, moderating sessions, and synthesizing insights into actionable recommendations
• You are highly autonomous in your work. You’re comfortable working in a fast-paced startup environment, making decisions without all of the answers in front of you, and evangelizing the practice of Service Design to those unfamiliar with it.
• You believe that well-designed products and services are accessible and usable for all. Your work reflects that philosophy.
• You are passionate about Alma’s mission and the future of mental health care

Benefits: