Senior Service Designer

If you have a customer-first mindset, service design experience, and desire the opportunity to have a meaningful impact on the people we serve, CVS Kidney Care might just be the next best step in your career.

As an integral member of our Kidney Care Experience group, the Service Design Senior Manager position is responsible for uncovering patient and provider insights, developing personas and customer journeys, defining future state experiences and translating that into service design blueprints.

The Senior Manager contributes to service design efforts and solves complex business challenges on large-scale initiatives across several projects simultaneously. This role is a staunch advocate of the patient or provider, as well as mentor to less experienced design colleagues. The role provides informal work direction to other design colleagues and collaborates across departments,works independently and requires limited direction and it provides recommendations and influences strategic decision making.

Design Responsibilities:
• Collaborate with UX team members and product, business and technology partners to ensure shared understanding of business and patient/provider goals
• Conceptualize, design and define breakthrough service experiences, drawing inspiration from research, patient/provider goals, and the world around you
• Partner with research, strategy, and analytics teams when appropriate to inform and validate design decisions
• Map patient/provider interactions to the backstage of service design blueprints working with architects, operations and clinical teams
• Gain stakeholder support for designs by clearly communicating design vision and rationale
• Translate complex cognitive challenges across multiple projects into elegant service experiences delivered across multiple channels (e.g., digital, phone, in clinic, in home, etc.)
• Develop deep understanding of customer journeys, personas and segmentation within your portfolio of projects

Required Qualifications
7+ years of experience in service design or experience design.

Preferred Qualifications
• Ability to dive into projects at any level of definition with creativity and drive
• Demonstrated knowledge of user-centered design philosophy and process, as well as experience leveraging user research effectively
• Experience with agile and lean software development practices
• Experience collaborating & partnering with multiple groups: Development, Product Management, Research, etc., to define and execute on a product development roadmap across multiple projects
• Strong portfolio of work including examples of customer research, journey mapping and service design blueprints
• Empathetic with patients and providers in a sensitive environment
• Strong attention to detail and passion for excellence
• Proven ability to work in a matrix team environment and demonstrate thought leadership and ability to influence where no direct line of control exists
• Understanding for inclusion & proficiency with accessibility principles and practices
• 5+ years of experience mentoring, coaching and delegating the work of more junior colleagues

Education
Bachelor’s degree in Human-centered Design, Psychology, Interaction Design, Product Design, Human Factors. Master’s Degree preferred.