Senior Service Designer

Job Summary:

Are you a seasoned designer who wants to make a great impact? Are you looking for a career that is truly helping people through the power of design and innovation? The Senior Service Designer is a key role in a growing and dynamic team that solves tough healthcare challenges and brings innovations to our customers, community, and the organization. We touch the lives of over four million members and are shaping the future to make healthcare more approachable, effortless, and smarter for all.

The Sr. Service Designer will lead the development of new, innovative, and viable solutions that improve member experience and health. This role requires hands-on strategy formulation, design research and co-creation with customers, insight synthesis, design of concepts and high-fidelity prototypes, planning and executing prototype testing and refinement, business model design, and facilitation of groups through the design/innovation process.

This is a truly entrepreneurial role, where you will work as part of a fast-paced team to start from a broad opportunity area and take the project from identifying customer and business needs to tangible customer-validated MVPs with a viable business model to launch the solution into market. Think: a startup mentality within a national enterprise!

As part of this role:

• You will be the lead expert service designer on collaborative and multidisciplinary venture design innovation initiatives.
• You have a systems-view of opportunities and will design end-to-end experiences, processes, ecosystems, and businesses to meet customer needs and fit with the broader business.
• You have a strong track record in developing products and services that were successfully launched into market. Experience in startups or early stage companies is a strong plus.
• You will be expected to plan, conduct, and deliver service design activities autonomously and lead others to support you in these activities.
• You have a strong business sense and ability to incorporate and balance customer, business, and technical priorities to create desirable, viable, and feasible solutions.
• You are a compelling storyteller and enjoy creating powerful narratives that convey value propositions for customers and the business.
• You have experience in running design sprints and familiarity with lean startup methodology. You are comfortable with a fast-paced/high-quality work style.
• You will serve as an expert in design research, e.g. creating design research plans, identifying customer types, crafting interview/observation guides, developing design research assets, conducting design research with customers. Comfort in design research conducted both in-person, including in home and healthcare settings, as well as remote, is key. Experience in co-creation with customers is a strong plus.
• You have versatility in creating frameworks, such as archetypes, customer journeys, service blueprints, ecosystem maps, competitive audits, product/feature roadmaps, and visual storyboards. You can make sense of large sets of quantitative and qualitative data and synthesize to crisp, actionable models.
• You have extensive experience in translating customer insights into strong testable prototypes of products/services and can execute a range of testing methodologies and experiment design (e.g. qualitative/quantitative survey design and success metrics, usability testing, A/B testing)
• You have an innovative streak and have a track record of generating elegant, compelling concepts to solve customer pain points and business needs.
• You have strong visual design skills to create compelling presentations to the business, effective design research assets, effective prototypes. You may often be the primary visual design expert on the team.

Required Experience / Education:

• 6+ years related work experience in Service Design, Consumer Experience Design, Product Design, UX Design
• 3+ years direct supervisory/management experience
• Bachelor’s degree in a directly related field of study

Additional Required Qualifications:

• A successful background working directly with Operations for the implementation of designs
• Experience with the product development lifecycle either at a startup or within a new product/market division
• Strategic thinking and planning capabilities; proven organization skills and detail oriented with ability to be flexible and work with ambiguity
• Excellent written and verbal communication skills that scale to all levels of the organization and proven ability to influence others
• Ability to lead a team to deliver on initiatives from conception through completion on time, within budget, and on or beyond scope
• A virtual portfolio that highlights the breadth of experience and past launched projects

Preferred Experience / Education:

• Master’s degree in a related field (MFA or MBA (Design, Human-Centered Design, Psychology, Information Science or HCI, Graphic Design)

• Fluency with Lean Process improvement Tools, Adobe CS, Figma, Miro, and other tools with similar depth for business assessment and prototyping
• Experience in launching or implementing solutions in healthcare settings

Additional Preferred Qualifications:

• Customer Experience Design:
  • Hands-on experience designing holistic, omni-channel customer and service delivery ecosystem designs
  • Ability to transform tasks into intuitive, accessible and easy-to use designs through the entire experience lifecycle, from the first-time user to the expert
  • Ability to execute visual, informative, interaction, and service design elements of the initiative that meets business and customer needs and delights customers
  • Ability to communicate the initiative and product to others (Business Partners) through customer journeys, storyboards, ecosystem and service designs, prototypes, process flow diagrams, wireframes, infographics and other materials
• Customer Research:
  • Seasoned in fast-paced design research
  • Ability to conduct informal customer studies and present findings that will inform improvements in the customer experience
  • Capable of establishing research methods and strategies with our customer research teams.
  • Ability to discover customer and business needs through contextual inquiries, and generative and quantitative research, and identify solutions to meet those needs
• Fast Paced Innovator:
  • Ability to prototype rapidly in multiple mediums and levels of interactivity (physical, digital, low and hi-fidelity, tangible and conceptual)
  • Ability to translate insight and strategy into concept prototypes and communicate your vision through your artifacts. Creative use of technology and alternative approaches
  • Enthusiasm to learn new technologies, and ability to do so quickly, on the job
  • Appreciation of high quality visual design, innovative technology, marketing strategy, business strategy, as well as business analysis and quality assurance disciplines
• Consulting and Mentoring:
  • Ability to teach team and partners experience, lean and human centered design techniques to improve their every-day processes
• Influence and Ability to Foster Relationships:
  • Ability to nurture productive, reciprocal partnerships to influence change
  • Demonstrated ability to influence corporate strategy, Customer Experience strategy and building trusting relationships internally and externally
  • Excellent interpersonal skills with a strong ability to excel in a collaborative environment
• Storytelling and Concept Selling:
  • A strength in using storytelling to share your discoveries, influence business partners and create energy around an idea or an initiative
  • Ability to pitch concepts in a clear, concise, and compelling way to obtain buy-in and/or funding
• Customer Obsessed:
  • Ability to build customer empathy in business partners and emotionally connect to the lives and realities of the people we serve
  • Experience in designing and conducting Customer Experience Immersions
• Approachable, Kind and Considerate Working Style – You care about the well-being of your partners, team members, and leaders. You seek the good in people first and help move projects along gracefully