Lead Service Designer

Role Overview

You are a mission driven designer who has the ability to zoom in and out of service experiences with ease. You have deep expertise in service design tools with the ability to guide others throughout the process and communicate the value at each step.

As a Service Designer embedded in our Operational Excellence team, you will guide the team in identifying opportunity areas, prioritizing, prototyping, and testing solutions. Throughout the process you’ll leverage service design tools and methods that bring insight and clarity to inform strategic initiatives and inform longer term roadmaps. Your role will focus on redesigning an end-to-end experience, ensuring we are delivering a best in class experience for our providers, who are the backbone of our business. While the primary focus will be on Providers, you’ll also consider how supporting actors like Program Advisors and Onboarding Analysts enable Providers to do their best work.

Alongside individual contributor work, you’ll also play a role in shaping the design team culture and guiding others in delivering high quality experiences.

Primary Responsibilities 

• Develop and evolve current and future state service blueprints to inform longer term strategic initiatives and shorter term roadmaps
• Guide teams in brainstorming solutions that are grounded in real people’s needs and then editing and prioritizing those ideas
• Guide internal and external user research to inform user goals and identify high impact opportunity areas
• Ability to find highly creative solutions that balance user goals and business goals
• Ability to storytell and communicate clear and succinct rationale for experience solutions
• Highly collaborative with the ability to nurture strong relationships

Position Requirements 

Experience 

• 8+ years of experience