Lead Service Designer

Join the CHI Kaizen Office’s Design Innovation team at the forefront of healthcare transformation. As a Lead Service Designer (Manager), you’ll merge human-centric design with the lean movement to enhance patient care within and across settings in National Healthcare Group. Your role will focus on innovating service delivery and fostering a culture of design and lean, complementing our commitment to continuous improvement, innovation and excellence in care.

Key Responsibilities:

Innovation and Service Design:

• Spearhead improvement and innovation initiatives using a design-led and lean methodology to enhance value-driven service touchpoints at hospital and cluster level.
• Lead comprehensive design activities including user research, co-creation workshops, rapid prototyping, and the final design of products and services within multidisciplinary teams.

Culture and Engagement:

• Lead in the engagement and development of strong and positive relationships with internal and external sponsors and partners to drive healthcare transformation efforts
• Contextualise, translate and deploy a design-led improvement and innovation blueprint across the hospital and its network, encouraging staff engagement and process innovation for enhanced value creation.
• Work closely with project sponsors and owners to build a safe environment where knowledge is shared, applied and built upon, so as to empower staff, and create a continuous improvement and innovation culture

Capability Development:

• Elevate the team’s design and prototyping skills through co-developing and conducting workshops aimed at embedding design principles within our processes and practices.
• Co-lead in leveraging design principles to guide the design, development, review, refine and implementation of “MyCare” continuous quality improvement and innovation approaches.

Skills and Qualifications:

• A strong creative problem-solver passionate about healthcare innovation and design.
• Proven experience in qualitative and quantitative user research.
• Ability to distill complex ideas into clear, actionable information for diverse stakeholders.
• Experienced in leading and facilitating co-creation and design workshops.
• Exceptional interpersonal and communication skills.
• A Bachelor’s degree in Design, Business, Innovation, Engineering, or related fields.
• At least 6 years of experience in a UX or Service Design role, preferably within a large organization.