Senior Professional Service Designer

Role overview

This senior service design role leads projects that elevate the experience of patients, customers, associates, and caregivers across healthcare-adjacent business lines. The work sits inside a pod structure tied to a specific line of business, translating research and stakeholder input into service concepts, experience strategies, and actionable recommendations that align people, process, technology, and data.

Responsibilities

- Lead end-to-end service design engagements that improve experience across multiple stakeholder groups - Plan and facilitate discovery research, partner interviews, journey-mapping sessions, and collaborative workshops - Produce current-state and future-state service blueprints, experience blueprints, customer journeys, ecosystem maps, and process flows - Synthesize qualitative and quantitative inputs into clear opportunities and recommendations for leaders and partners - Coordinate contributors, manage dependencies, and deliver high-quality work across multiple workstreams

Requirements

- Bachelor's degree in service design, design, human-centered design, design research, behavioral or social sciences, business, or a related field - Three or more years of experience in service design, experience design, design research, or a closely related discipline - Demonstrated experience producing service blueprints, experience blueprints, customer journeys, ecosystem maps, and process flows - Proficiency with Microsoft applications and collaborative research, mapping, and visualization tools - Strong written, verbal, and visual storytelling skills, with the ability to present recommendations to leaders and partners - Comfort conducting discovery research including partner interviews, contextual inquiry, observation, and collaborative workshops

Nice to have

- Master's degree in a related field - Healthcare, clinical care, or pharmacy domain experience

Benefits and work setup

- Remote work-from-home position with occasional travel to offices for training or meetings - Self-provided internet service required, with a minimum of 25 Mbps download and 10 Mbps upload, plus a dedicated workspace free of ongoing interruptions - Full-time schedule of 40 hours per week - Base pay range of $78,400 to $107,800 per year, plus eligibility for a bonus incentive plan based on company and individual performance - Benefits package includes medical, dental, and vision coverage, a 401(k) retirement savings plan, paid time off including company and personal holidays, paid parental and caregiver leave, short-term and long-term disability, and life insurance