Service Design Lead

You’ll be responsible for:

As a Service Design Lead for Internal Ops you will be responsible for the designed experience that powers the internal operations of the business; not just be more productive, but to provide superior customer service.  Internal Operations teams are the dedicated and hardworking backbone of our record retrieval work.  There’s a lot of room for improvement here, and they need your help!  If you love logistical, Backstage challenges – check us out.

Users

• Operations teams managing the work of manual and digital record retrieval
  • Some of these teams are hourly employees pulling records via EMR or paper files in a cabinet, embedded within hospitals across the US
  • Others are working remotely, handling queues of tasks such as ensuring information accuracy of human data entry and HIPAA approval compliance
• Technical team members such as Product Success, helping our clients onboard and navigate our service/product

Primary Tasks

• Working cross functionally with engineers about the internal user’s perspective navigating our services and products
  • ie. daily differentiating between all the information an API can display on a webpage, and what a user actually needs to know in order to take action/achieve their goal
• Learning about a internal user journey (interviews, observation, product testing), and then the touchpoints they have with our customer (or fellow employees) in order to get what they need done – so you can document it (as maps, diagrams, wireframes, mockups, copywriting) for the benefit of product or process design  recommendations and the rest of the team’s broader context
• Guide conversations with product teams about testing and learning: document assumptions, isolate what’s testable, push for measurable success metrics and keep us accountable with tracking via analytics
• Challenging teams to validate concepts in a nimble way (ie. hacking ideas using off the shelf tools) to optimize for learning opportunities

Daily expectations

• Collaborating with several internal facing product teams (product manager, front end, full stack engineers)
• Recruiting, scheduling internal users for interviews or usability tests
• Documenting knowledge and reasoning for decision making
• Self driven time management – you’ll have guidance on high level prioritization – but after that you’ll be on the hook to figure out how to get it all done
• Support for a growing/maturing design competency within our organization (from lunch and learns about the customer, design crits, contributing to a cross-team front end component library, etc)

Qualifications

• Min years experience: 7 years
• Helpful experience: Case management tools, operations, natural language processing, change management, etc; interfaces between traditional legacy systems and modern interfaces
• Minimum Education: Bachelor’s degree or trade school certification in User Experience Design, Behavioral Design, Human Computer Interaction, Multimedia, Anthropology, Graphic Design, etc

Good to know

• We’re looking for design leaders to help uplevel our product teams that will push our  customer experience boundaries as a differentiator in the marketplace.
• Tooling: No hard rules, here’s a flavor of what we’re currently using: Balsamiq, Figma, Pendo, LucidChart, Respondent, Maven, Asana, Zoom, Slack. The one consistently used/widely adopted tool across our company is G-suite.
• Culture: The team you’ll be joining, although remote does an excellent job of supporting at minimum monthly opportunities for in-person meetups that facilitate collaboration.