Senior Service Designer

Summary

Join Aledade's Experience Design and Research (XDR) team as a Senior Service Designer. You will play a key role in aligning internal teams and processes, designing streamlined primary care experiences, and consulting across multiple business divisions. This role involves conducting design research, creating design deliverables (experience maps, prototypes), and collaborating with designers and researchers. The ideal candidate possesses 5+ years of service design experience, a Bachelor's degree in a related field, and a strong service design portfolio. Aledade offers a comprehensive benefits package including flexible work schedules, remote work options, health insurance, paid time off, parental leave, and more.

Requirements

• 5+ years of professional experience in service design or design strategy within product, service, innovation consulting and/or application development environments
• Possess a Bachelor's degree (or equivalent experience) in human-computer interaction, service design, design methods, ethnography, psychology, or a related field
• Strong communication and storytelling skillset. Demonstrated ability to clearly articulate complex concepts and tailor messages to diverse audiences from bedside (e.g., patients or practice support staff) to boardroom (e.g., executive stakeholders)
• Strong service design portfolio. Demonstrated ability to effectively employ service design methods such as workshop facilitation, experience mapping, and service prototyping to make future-state experiences concrete and accessible
• Track record of impact. Evidence of deploying new or improved service features that have led to measurable change in user behavior and operational metrics

Responsibilities

• Develop, prioritize and manage a service design portfolio for specific features in alignment with product, service, and business priorities
• Plan and conduct primary and secondary design research activities
• Analyze data and synthesize findings about user experience needs and goals into human-centered narratives and actionable insight frameworks
• Bring definition to future-state product and service experiences through high-quality design deliverables such as experience maps, low-fidelity prototypes, storyboards, etc
• Collaborate with designers and researchers in the XDR practice to elevate human-centered design thinking and build team intuition about internal and external users

Preferred Qualifications

• Master’s Degree
• Experience working in complex and or highly regulated industries such as healthcare or government
• Strong project management skills. Ability to independently scope, facilitate, and execute projects, meet deadlines effectively, and adjust methods based on the budget and time available
• Ability to swiftly onramp to and navigate new problem spaces and domains while building trusted relationships with other disciplines, stakeholders, and customers
• Ability to triangulate and synthesize data and insights from multiple sources to frame a set of user-centered and operational problems to solve
• Ability to fluidly move between methods and types of design artifacts, fitting deliverables to the needs of the project and team
• Ability to retain and communicate contextual knowledge about the broader customer environment, workflow, and other considerations to proactively surface opportunities to improve the experience that might not have been considered by partner teams
• Proactive in identifying forums and opportunities to evangelize and share deliverables to the right people
• Proactive in taking ownership of your role and the success of your work
• Proactive in improving team practices including feedback forums such as critiques and retrospectives

Benefits

• Flexible work schedules and the ability to work remotely are available for many roles
• Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
• Robust time-off plan (21 days of PTO in your first year)
• Two paid volunteer days and 11 paid holidays
• 12 weeks paid parental leave for all new parents
• Six weeks paid sabbatical after six years of service
• Educational Assistant Program and Clinical Employee Reimbursement Program
• 401(k) with up to 4% match
• Stock options