Service Designer

The Service Designer will provide consultative patient, family, and workforce experience service design while contributing to a cross-disciplinary experience research and insights team. The designer will share best practices and guidelines that support improved customer and workforce experience for the organization. They will be instrumental in researching and validating solutions against patient, family, staff, and faculty needs. They will work directly with leaders, researchers and data scientists to assist with all dimensions of service design – research, testing, storytelling, prototyping, etc. They will provide technical knowledge in designing and scoping multiple deliverable solutions across a number of services, processes and touchpoints. The designer will employ agile methodologies in an environment that fosters experimentation while staying in alignment with business and strategic goals.

Required Education/Experience:
– Bachelor’s Degree in Design, Engineering, Marketing,and/or Business or related field or equivalent combination of education and experience
– At least five (5) years experience as a Service or CX Designer
– Experience in developing and implementing an experience strategy and/or service design/CX consulting with experience leading projects and shaping client thinking
– Experience working with senior leaders to understand people, process & tools to redesign and optimize customer experience
– Experience with health equity research and design
– Experience maintaining a user-centered approach while respecting business needs
– Experience leading design from research through implementation including project management
– Experience with user research methodologies including experience/journey mapping tools and service blueprints
– Experience with data visualization

Required Credentials:
N/A

Preferred:
– Proficient with Agile and Lean philosophies
– Experience building a business case
– Experience with visual identity and branding
– At least three (3) years managing projects using standard project management skills, tools and methodologies
– Experience working with vulnerable populations, maintaining confidentiality and facilitating cultural brokerage
– Experience with IRB protocol and planning
– Thought leader who has published and/or presented results from research/design projects