Service Designer

The Service Experience Designer role will work cross-functionally to reduce friction throughout the Oak Street Health customer journey.  This role will primarily center around designing simple experiences for patients. As an experienced designer you will use customer centered research approaches combined with human-centered design skills to document customer journeys, identify pain points, and design solutions. You will have an amazing opportunity to create an unmatched patient experience.

You will influence internal audiences, senior leaders, and external partners through your work. The Service Experience Designer must have an expert understanding of customer experience and engagement across the entire customer journey and have a background in driving experience redesign and transformation. This role will be responsible for creating satisfying or compelling experiences for current and potential Oak Street Health patients.

Core Responsibilities:

• Leverage customer experience expertise and design knowledge in collaboration with stakeholders to develop end-to-end customer-centered solutions

• Address patient needs into compelling solutions by applying principles of human-centered design towards the creation of new concepts and processes

• Provide advice on a design centric approach to innovation projects that span across multiple functional areas

• Bring the power of design thinking and service design methodology to patient experience. Create a center of expertise for experience design over time

• Engage with and advise business partners in the design and iterative process, helping them discover, understand, and deliver customer-centered design solutions

• Monitors consumer experience trends and best practices across industries and thoughtfully introduce new concepts for patient experience

• Create simple and elegant service experiences that can be scaled across the entire patient population

• Use research, data, and best-practices to form and validate solutions

• Create journey maps, prototypes, artefacts to document and demonstrate designs

• Other duties, as assigned

What are we looking for?

• Bachelor’s degree degree in Design

• Minimum of 5 years experience in using human centered design approaches to consumer experience

• Track record of building design driven solutions

• Strong track record of working with IT, Business teams to launch new programs

• Ability to communicate cross-functionally and across management levels in formal and informal settings through written and verbal channels

• Ability to clearly communicate the value of design, explain design ideas and design driven decisions

• Collaborative mindset to create the best solutions; intellectual agility and creativity to anticipate obstacles and identify alternatives

• Self-starter with experience in producing results while operating independently

• Ability to create meaningful key performance indicators and methods to track and report on status

• US work authorization

• Someone who embodies being “Oaky”