Sr. Service Designer (REMOTE)

Job description:

Are you a seasoned Sr. Service Designer who wants to make an impact envisioning innovative healthcare concepts? Are you looking for a career helping people? The Sr. Service Designer innovates on a fun, dynamic team that solves tough challenges and brings new solutions to our customers, community, and the organization. You'll bring Service Design expertise to GuideWell's venture design initiatives supporting various business entities and strategic partners.

Come lead the development of new, innovative, and future-oriented solutions that improve GuideWell's member experience and health. This role requires hands-on design strategy, design research and synthesis, co-creation with customers, concept/prototyping/testing/refinement, business model design, and cross-functional team facilitation through the design and innovation process.

With that entrepreneurial mindset and approach critical to this role, you will work as part of a fast-paced team, starting from a broad opportunity area that leads to tangible customer-validated MVPs (minimum viable products). Ultimately, leading to a viable business model to launch the solution into market. Think: a startup mentality within a national enterprise!

Key Requirements:

Lead end-to-end service design, design thinking, design research/synthesis, concept/prototype development and testing, product/service blueprints and roadmaps, business model canvas creation

• Develop the design strategy for the overarching venture design approach• Develop design research approach (areas of inquiry, types of research, customer recruitment, design research guides, sketch design research assets in partnership with visual/UX/UI designer)• Partner closely with a visual or UI designer who will take the lead in providing necessary visual design support• Uncover Insights:

o Lead design research on a variety of topics (including sensitive healthcare topics

o Expertly uncover latent and non-obvious opportunities through skillful probing

o Lead sessions with stakeholders (customers, internal users, system architects) to identify organization needs and pain points

o Identify opportunities for secondary research (e.g., literature review, market scanning, etc.)

o Effectively conduct analogous research• Synthesize learnings:

o Rapidly synthesize large amounts of complex information to uncover insights about beliefs, behaviors, pain points, and systems

o Craft journey maps, personas, archetypes• Lead idea generation

o Creative and out-of-the-box thinking / innovative ideas. Ability to see non-obvious opportunities, generate compelling creative solutions

o Effectively "flare" and generate multiple possibilities to address discovered pain points• Lead concepting and early prototype development

o Translate ideas into low fidelity concept sketches that can be tested with customers for desirability (in partnership with visual/UI designer)

o Co-creation. Effectively facilitate multidisciplinary sessions with customers and stakeholders to generate and evolve concepts• Prototype testing

o Setup prototype tests with customers to effectively get customer reactions

o Supervise prototype iteration based on customer feedback• Product articulation.

o Create service blueprints

o Generate product roadmaps supporting the rollout of solutions

o Determine differentiation and articulate competitive solution positioning

o Design business model canvas

Leadership and effective management of cross-functional teams; lead design storyteller; keeper of the initiatives' design principles, design frameworks, and project scopes

• Strong communication skills.

o Create effective narrative, presentations, and other communication assets to share with the business and customers

o Communicate design findings clearly and in a compelling manner to the business• Ability to work in a fast-paced environment, with activities and deliverables with a rapid turnaround• Ability to manage time and tasks to balance design process and timelines• Strategic thinking: ability to balance customer, business, and market needs in developing solutions

Required Experience / Education:

• 6+ years related work experience in end-to-end Experience/Service Design, Consumer or Customer Experience Design, Product Design
• Bachelor's degree in a directly related field of study

Required Qualifications:

• Extensive (5+ years) first-hand experience in conceiving and executing each step of the design process in projects with unknown solutions: design strategy, design research, synthesis, opportunity identification, generating novel solutions, creating product or service prototypes, framing-up user testing research plan and scope, working with implementation teams
• Experience with the product development lifecycle, either at a startup or within a new product/market division
• Strategic thinking and planning capabilities; proven organization skills and detail oriented with ability to be flexible and work with ambiguity
• Excellent written, verbal, and visual communication skills that scale to all levels of the organization and proven ability to influence others
• Ability to lead a team (cross-functional teams, not necessarily direct reports) to deliver on initiatives from conception through completion on time, within budget, and on or beyond scope
• A design portfolio that highlights the breadth of experience and past launched projects. The portfolio should include actual examples of work generated, and should highlight the following:
  • Project goals and design approach
  • Customer insights generated
  • Examples of prototypes created
  • User testing/project impact
  • IMPORTANT: The portfolio should also demonstrate your verbal and visual communication style.

Preferred Experience / Education:

• 8+ years related work experience in end-to-end Experience/Service Design, Consumer Experience Design, Product Design
• Master's degree in a Design discipline
• Fluency with Lean Process improvement Tools, Adobe CS, Figma, Miro, and other tools with similar depth for business assessment and prototyping
• Experience in launching or implementing solutions in healthcare settings

General Physical Demands:

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

We are an Equal Opportunity Employer/Protected Veteran/Disabled.