Service Simplification Lead

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

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. 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.

• Contribute to Experience Vision & Strategy:
  Support the development and evolution of the platform’s experience roadmap as an AI-powered solutions accelerator.
• 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 and support 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.

• 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.

• 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 design-enablement settings is preferred.
• Domain & Technical Expertise:
  Familiarity with healthcare ecosystems (frontline workflows, patient/member/provider journeys, regulatory considerations). Proficiency with design tools (e.g., Figma) and AI technologies (generative models, NLP). Hands‑on experience with prompt engineering in guided or creative applications.
• Prompt Engineering
  
  Skills:
  
  Ability to apply, test, and refine prompt strategies for context‑aware AI assistance in design and decision-making workflows.
• Collaboration:
  
  Proven experience working cross‑functionally with design, product, engineering, compliance, and operational teams.

This role is not eligible for work visa sponsorship.

Director of Experience & Service Simplification

Open to remote or hybrid from any of the following locations. Candidates must currently live in,…