Director, Provider Service Design & Provider Experience

Director, Provider Service Design & Provider Experience Responsibilities

• Own end‑to‑end provider journeys across onboarding, ordering, results, support, and follow‑up, ensuring consistency and quality at every touchpoint.
• Partner with clinical, operations, and digital teams to improve provider workflows, including EHR‑embedded experiences and diagnostic decision‑support tools.
• Embed provider pain point and sentiment insights into workflow and design decisions.
• Advocate for accessibility, health equity, and inclusive design in all service‑design work.
• Integrate qualitative and quantitative insights into a single actionable view of provider experience; use behavioral data, feedback, and sentiment to identify patterns and prioritize high‑impact opportunities.
• Translate insights into clear recommendations that influence product, workflow, and operational priorities across the organization.
• Balance provider experience improvements with business impact, operational feasibility, and enterprise strategic priorities when shaping recommendations.
• Plan, facilitate, and synthesize workshops, co‑design sessions, and service‑prototyping activities with cross‑functional teams.
• Guide design research—including contextual inquiry, journey interviews, and usability testing—to inform high‑priority experience and workflow decisions.
• Build and maintain a library of validated design patterns and service standards to accelerate future work.
• Collaborate across product, technology, operations, and marketing teams to embed service‑design thinking throughout the product development lifecycle.
• Influence priorities across Sales, Marketing, Digital, IT, and Operations by socializing insights and experience recommendations.
• Serve as a trusted advisor on service and workflow design decisions without direct product ownership.
• Drive alignment on experience standards across teams to ensure consistency for providers.
• Develop implementation roadmaps that enable teams to execute and scale service‑design solutions.
• Partner to define and track post‑launch experience and business metrics to validate impact, including adoption, throughput, experience scores, and cost drivers.
• Partner with analytics teams to assess performance and continuously refine priorities as patterns shift.
• Ensure experience changes are clearly tied to revenue, efficiency, and provider loyalty outcomes.
• Report progress and insights to senior leadership in a clear, action‑oriented manner.

• Bachelor’s degree in Service Design, Human‑Center Design, Interaction Design, HCI, Industrial Design, or Healthcare Administration.
• 8+ years’ experience in service design, UX design, or CX strategy.
• 4+ years planning, facilitating, and synthesizing stakeholder workshops and co‑creation sessions.

• 5+ years of experience in complex B2B or healthcare provider environments.

• Proven ability to produce service blueprints, experience maps, and journey maps in complex, multi‑stakeholder environments.
• Experience working in agile, iterative product development environments; healthcare or life sciences.
• Prior experience in healthcare, diagnostics, or a patient‑ or provider‑facing environment.
• Familiarity with clinical workflows, EHR platforms, provider engagement models, and diagnostic decision‑support tools.
• Fluency with CX measurement frameworks, analytics platforms, and experience metrics such as NPS, CSAT, and sentiment analysis.
• Portfolio demonstrating end‑to‑end service‑design thinking, research rigor, and measurable outcomes.
• Deep understanding of provider workflows and ability to translate complex clinical and operational needs into simple, actionable experience improvements.

The Director of Service Design leads end‑to‑end service design with a focus on improving provider experience, strengthening trust and preference, and driving measurable business outcomes. This role translates deep human and behavioral insights into scalable service solutions that span digital and physical touchpoints.

• Deep expertise in human‑centered design methodologies across the full design lifecycle.
• Strong systems thinking: ability…