Service Designer

Job Description

• Create seamless, human-centered product experiences for “customers of health” and “customers of financial risk management” with consideration for entire end-to-end journeys
• Contribute and document best practices regarding ideation and prioritization workshops, journey mapping, service blueprinting and initiative road-mapping that align to insights associated with product user pain-points and opportunities based on a variety of human-centered design methods and frameworks
• Partner with Product Managers to guide human centered design methodologies, from product discovery phase through scale and optimization, to deliver desirable, viable and feasible product experiences
• Lead service design initiatives end to end, guiding other participants and defining appropriate outcomes with minimal oversight
• Guide qualitative research through interview facilitation, participant management, survey writing, contextual inquiry, and user testing
• Collaborate with care delivery, population health, and internal and external technology partners to understand their capabilities, priorities, and enablers to drive optimal outcomes for members and customers
• Help define and amplify product development process improvements by creating new tools, methodologies, and innovative approaches for the team
• Present concepts for end-to-end service offerings to a wide variety of audiences, including C-suite
• Proactively collaborate with CX, sales, marcomms, care delivery and other member and customer experience partners to optimize product strategy
• Your work has the potential to impact not only the growth of a design practice and culture at Blue KC, but to facilitate a best-in-class integration of hyper-local health care with new and emerging virtual care delivery technologies

Minimum Qualifications

• Bachelor’s degree or combination skills/experience equivalent required
• 3-5 years of well-rounded design experience, especially in a client-facing consulting environment
• A deep understanding of service design theories and methodologies
• Healthcare or similar complex, highly regulated industry experience
• An outstanding portfolio that exemplifies excellence
• Strong influencer experience with a track record of inspiring cross-functional teams to deliver world-class solutions
• Excellent presentation and moderation skills
• Mastery of Figma, Sketch, Adobe Creative Suite, Mural, Miro or other design and management tools
• Mastery in multi-channel industry standards and best practices
• Experience leading engaging collaboration sessions and workshops with remote, distributed teams

• Preferred Qualifications

• MA in Design Studies, Master of Design (MDes), Master of Design Methods (MDM) or equivalent professional experience
• Mastery of human-centered design methodologies and rapid ideation processes such as Lean XD and Design Sprints
• Comfortable leading primary research efforts, including study planning, recruiting, moderation, analysis, and knowledge sharing