Senior Service Designer

Job Description

Your role:

• Leading user and customer research to uncover insights that shape service strategy and fuel innovation.
• Modeling current and future-state service ecosystems, translating complexity into actionable clarity through service blueprints and customer journey mapping.
• Guiding strategic design initiatives across the care continuum to ensure cohesive, high-quality patient and clinician experiences.
• Facilitating co-creation and alignment across teams so service design decisions translate into effective implementation and measurable experience improvements.
• Defining, tracking, and communicating experience metrics — using data to uncover opportunities, guide decisions, and improve outcomes for patients and clinicians.
• Advocating for service design excellence through leadership, storytelling, and best practices.

You’re the right fit if:

• You’ve acquired 6+ years applying service design and systems thinking in complex environments. (Regulated and/or healthcare experience, preferred).
• Your skills include:
  • Expertise in service design tools and methods (e.g., journey mapping and service blueprinting), with experience managing and scaling service artifacts in digital platforms.
  • Strong user and customer research and data analysis skills — defining and translating experience metrics into clear recommendations that influence strategy, priorities, and continuous improvement.
  • Proven ability to facilitate co-creation and align multidisciplinary teams to deliver cohesive service improvements in agile environments.
• You have a Bachelor’s or Master’s degree in Service Design, Strategic Design, Interaction Design, or a related field.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• You’re an excellent communicator and storyteller with the ability to engage and influence stakeholders at all levels.