Service Designer

For Devoted Health, our mission is to improve healthcare by treating our members like they were family. To that end, our Member Experience & Engagement team is entrusted with architecting and executing on the principle elements of this approach. The team is responsible for ensuring a consistent experience across member touch points while making sure that we deliver on our promise of a coordinated and easy member experience. Foundational to this strategy is an understanding of service and experience design, research, health literacy, health communication, and behavior change. Our ability to meaningfully connect with members — wherever they are on their healthcare journey — will drive our success in creating a loved consumer brand unique in the industry.

This role will primarily be responsible for working across the organization to measure, map, and deeply understand member experience across the member journey. The role is meant for a super clear communicator with unwavering user-orientation. Based on research outcomes, the role will pilot, prototype, and design service and delivery strategies to improve member experience. This role will be an amazing opportunity to work at the intersection of customer experience, design, health communication, and technology — at the very heart of our strategy.

Responsibilities will include:

• • Use service design and human-centered design tools (i.e., lean user research, journey mapping, service blueprinting) to build a comprehensive view of the current state of member experience
  • Lead execution and strategy for ongoing (mixed methods) member experience measurement program
  • Data-driven decision making: ability to lead and synthesize qualitative and quantitative user research
  • Share and evangelize outcomes and learnings related to member experience to drive Devoted’s service delivery and member experience and engagement strategies
  • Identify opportunities to improve member experience across different touch points and life stages — clearly articulating complexities across touch points
  • Prototype and design end-to-end experiences for Devoted Health members across channels: mail, phone, SMS, email, etc.
  • Develop audience segmentation strategies for various campaigns and initiatives
  • Develop strategies to address key customer experience metrics: churn, NPS, customer effort score, etc.
  • Work with cross-functional stakeholders (including writers, creative team, business partners, product/technology/data, clinical, etc.) to develop and advise on member experience measurement and improvement strategies

Attributes to success:

• • You are fluent in service/experience design, consumer research, health communication, and public health practices
  • You possess an evidence-based understanding of patient experience in healthcare
  • The ability to break down and articulate complex information in simple terms (with examples)
  • Ability to deal effectively with ambiguous situations
  • Comfort in a metrics-driven environment
  • You have a clear head for process and create organization out of chaos
  • Ability to identify and communicate big-picture themes and opportunities
  • Excellent written communication skills
  • You are comfortable working with foundational design and research tools like Qualtrics, Figma/Sketch (basic understanding to communicate rudimentary protoypes), and Google Sheets
    

    Desired skills and experience:

    • • Experience in a startup, or other fast-paced environment
      • 8 to 10 years experience managing human-centered design, research, and patient/customer experience (in healthcare or related customer-centered service field)
      • Subject matter expertise in public health, research, behavior change, health literacy, health communication, and human-centered design principles (as evident by a Master of Public Health, Master of Information Science, or equivalent experience)
      • Demonstrated progression of leadership within an organization
      • Project management experience strongly preferred