This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Professional Service Designer based in the United States. This role offers the opportunity to shape meaningful experiences across healthcare and other consumer-focused services. You will lead service design initiatives that improve experiences for patients, customers, associates, and caregivers. Working within a collaborative pod structure, you will turn research and stakeholder insights into practical service strategies. Your work will connect people, processes, technology, and data to create more seamless and effective experiences. You will facilitate discovery, interviews, journey-mapping sessions, and workshops to uncover needs and opportunities. You will also develop service blueprints and experience artifacts that help teams understand current and future-state experiences. This is a remote, cross-functional environment where your recommendations can influence both strategic direction and operational improvements. Accountabilities - Lead service design projects focused on improving patient, customer, associate, and caregiver experiences across core business areas. - Translate qualitative and quantitative research, stakeholder perspectives, and business needs into clear service concepts, experience strategies, opportunities, and recommendations. - Plan and facilitate discovery activities, including partner interviews, contextual inquiry, observation, journey-mapping sessions, and collaborative workshops. - Create current- and future-state service blueprints, experience blueprints, customer journeys, ecosystem maps, process flows, and related service design artifacts. - Map frontstage and backstage interactions, handoffs, dependencies, pain points, and the people, processes, technology, and data required to deliver effective experiences.
- Identify connections and patterns across research findings and translate them into actionable insights for leaders and cross-functional partners. - Coordinate contributors, manage dependencies, organize discovery activities, and deliver high-quality outputs across multiple concurrent workstreams. - Communicate findings and recommendations through strong written, verbal, visual storytelling, presentations, and facilitation. Requirements - Bachelor’s degree in service design, design, human-centered design, design research, behavioral or social sciences, business, or a related field. - At least 3 years of professional experience in service design, experience design, design research, or a related discipline. - Demonstrated experience developing service and experience blueprints, customer journeys, ecosystem maps, process flows, and other service design deliverables. - Strong research capabilities, with experience conducting interviews, contextual inquiry, observation, workshops, and other discovery activities. - Ability to synthesize qualitative and quantitative information, recognize relationships across people, processes, technology, and data, and turn findings into actionable recommendations. - Excellent written, verbal, visual storytelling, presentation, and facilitation skills, with the ability to communicate effectively with senior leaders and cross-functional partners. - Strong organizational and project management abilities, including planning, coordination, dependency management, and delivery across multiple workstreams. - Proficiency with Microsoft applications and collaborative research, mapping, visualization, and documentation tools. - Passion for creating better consumer experiences and contributing to an organization focused on meaningful service improvement. - A master’s degree is preferred. - Healthcare experience or subject-matter expertise in clinical care or pharmacy environments is preferred.
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