Lead Service Designer

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.

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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)

BONUS POINTS

• • A 0 to 1 mindset — you’re comfortable navigating ambiguity, partnering closely with product and engineering teammates to make decisions quickly, learn from them, and iterate. You aren’t afraid to put something out there to get rapid feedback
  • Design innovation — you are excited to redefine a space by bringing novel, delightful ideas to the table. You are able to pull from unexpected sources of inspiration.
  • Healthcare and business acumen: Able to navigate healthcare industry complexity and think creatively within the system constraints. Keeps the business outcomes and financial considerations top of mind in the design process
  • Operational acumen:Strong process design and operational acumen with ability to think about the best process for the user and the operations team, balancing the human touch with automation and end user needs. With experience in aiding in creating the right service measurements to monitor the service experience  for continuous improvement and customer satisfaction
  • Brand driven: Ability to translate brand attributes into the personality of our service experiences and create guidelines for actors who must embody the brand.