Service Simplification Lead

Position: Experience & Service Simplification Lead
Become a part of our caring community

We are seeking an Experience & Service Simplification Lead to support the vision and execution of our transformative AI-native digital playbook. In this role, you will leverage AI-driven tools to empower internal teams to ideate, prototype, validate, and refine solutions that improve experiences and outcomes for key stakeholders. You will translate complex experience strategies into actionable, human-centered solutions by utilizing AI for opportunity identification, business case support, solution ideation, journey simulation, and iterative feedback, ensuring outputs are compliant and impactful.

Success in this position means enabling internal partners to deliver higher-quality, faster-to-market solutions that reduce burden, enhance engagement, improve efficiency, and support positive health outcomes.

Program Summary

The Simplification Center of Excellence (CoE) is building a new enterprise capability that helps teams create simpler, more effective, and more human‑centered solutions for associates, members, patients, and providers. Joining this team means contributing directly to how the organization understands work today and builds better experiences for the future.

The CoE develops shared tools, methods, and guidance that support teams from discovery through delivery-bringing together process insight, research, ideation, rapid prototyping, and impact assessment to improve both speed and quality of outcomes. By establishing these capabilities, the team enables more informed decisions, stronger solution design, and greater confidence in what gets built and delivered.

Key Responsibilities

* Contribute to Experience Vision & Strategy:
Support the development and evolution of the platform's experience roadmap as an AI-powered solutions accelerator. Enable internal users to rapidly design empathetic, efficient, and accessible solutions using AI-guided workflows for discovery, ideation, prototyping, simulation, and iteration.

* Promote Human-Centered Experience Excellence:
Ensure the platform surfaces actionable insights that help internal teams anticipate and address real-world challenges for employees, patients, members, and providers.

* Embed AI Responsibly & Effectively:
Partner with AI/ML and engineering teams to integrate generative, predictive, and simulation capabilities. Support the prioritization of features such as AI-assisted journey mapping, ethical design checks, personalized guidance, and simulated impact previews.

* Prompt Engineering Support:
Apply established prompt engineering frameworks and best practices to maximize the effectiveness of the AI digital playbook as a strategic design guide. Assist in developing and refining prompting techniques for problem statements, opportunity ranking, solution ideation, regulatory alignment, and iterative refinement.

* Cross-Functional Partnership:
Collaborate with product, business, engineering, clinical/operational subject matter experts, compliance, and frontline representatives to align on priorities and facilitate feedback loops that bridge internal solution capabilities with user needs.

* Innovation & Thought Leadership:
Stay informed on emerging trends in AI-augmented design, co-creation tools, and experience innovation. Champion ethical AI use and contribute to internal upskilling, supporting the platform's position as a workforce transformation differentiator.

Core Skills & Attributes

* User Empathy:
Strong commitment to understanding both internal team and end-user needs.

* AI Fluency & Ethics:
Comfort with generative AI concepts, with attention to transparency, bias mitigation, accessibility (WCAG), and compliance standards (e.g., HIPAA).

* Strategic Communication:
Effective at influencing and facilitating discussions across diverse functions.

* Analytical & Iterative Approach:
Ability to leverage data and feedback for continuous improvement.

Use your skills to make an impact

Required Qualifications

* Experience:

5+ years in experience strategy, service design, or related fields, with demonstrated contribution to AI-native or generative AI products/tools. Experience in enterprise, healthcare, or…