Senior Professional Service Designer

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.

• 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 work streams

• 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

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

• 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