Lead Service Designer

Ideally, this person would be creating and leading service experience vision for our new offerings; identify and visualize opportunities to offer new services that benefit our users; work with operations to create pilots, and experience prototypes to test new offerings. Scaling the best solutions to make big impacts on our members health outcomes.  In addition, they would be responsible for building the service design practice, driving thought leadership, creative thinking, and mentorship for less experienced designers.

The Design & UX Group is highly multidisciplinary made up of designers from all backgrounds (product, industrial, visual, motion, etc), researchers, content strategists, program managers, and more.

Come join us.  https://www.hingehealth.design/

This opportunity is a first-in-kind role for Hinge Health. Come help us define a new model of services to help the business scale and establish the practice of service design within the organization.

WHAT YOU’LL ACCOMPLISH

• • Create and lead service experience vision; identify and visualize opportunities to offer new services that benefit our users
  • Be a steward of great service design by ensuring solutions set high human-centered quality standards
  • Collaborate with Product to identify and codify service requirements, based on user needs and business needs
  • Identify most important needs and opportunities for user research efforts
  • Communicate design vision and interaction with experience prototypes, presentations, and channel or touchpoint blueprints
  • Partner with leadership in pioneering a healthcare experience known for its user-friendly experience and ease of use. Collaborate with Engineering, Operations, Marketing and Clinical teams on process improvements
  • You will lead as a strong systems thinker, set high service design quality standards for the Design and UX team to promote a unified experience across Hinge Health’s offerings
  • You will bring practice improvement, thought leadership, creative thinking, and mentorship for less experienced designers

WHAT WE’RE LOOKING FOR

• • 7+ years of product and service design experience
  • A portfolio demonstrating: piloting and implementation of new product offerings and services successfully. Experience in designing for actors, channels, and touchpoints involved in a service, considering the people, process and props come together to deliver the experience to the end users
  • Strong expertise in strategic product vision setting, problem solving, proficiency in product design, interaction design and user research across devices and mediums
  • Proven ability to approach and solve problems systematically, see the big picture and able to dive into the important details
  • The ability to design and document at a system level. Visualize the solution in a variety of tools including  service blueprints, touchpoint briefs,  service journeys, experience maps
  • Ability to provide strong influence and impact on product direction by being a thoughtful, proactive partner with operations,  product,and engineering colleagues
  • Strong facilitator and communicator with ability to work across all levels of the organization to build alignment
  • Strong ability assemble pilots and experience prototypes at multiple levels of fidelity that test new service offerings and/or process changes
  • Bachelor’s or master’s degree and in-depth knowledge in a relevant design discipline (service design, product design, industrial design, human-computer interaction, or equivalent experience)