Sr Service Designer, Health Plan Transformation
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Role Overview
We're seeking a Senior Service Designer to lead a high-profile, cross-enterprise strategic initiative. This role requires an end-to-end systems thinker who can quickly step in, assess complex service ecosystems, synthesize disparate inputs, and shape how large-scale experiences should work across functions.
This person will operate at the intersection of strategy, service design, program leadership, and operational execution-driving clarity, alignment, and tangible outcomes across the enterprise.
Key Responsibilities
- Lead strategic design of enterprise-wide service experiences across multiple teams, workflows, and customer/member touchpoints
- Evaluate current state operations, identify friction points, and recommend future-state service models
- Synthesize research, stakeholder input, operational realities, and business priorities into actionable frameworks
- Design and map end-to-end service blueprints, journey maps, ecosystem maps, and operational processes
- Drive cross-functional collaboration across product, operations, customer service, clinical, and business stakeholders
- Facilitate workshops, strategic discussions, and executive presentations to align teams on future direction
- Translate ambiguity into structured recommendations and execution pathways
- Partner with leadership to shape organizational approaches, not just individual deliverables
- Ensure strategic recommendations are operationally realistic and executable
Required Qualifications
- 8+ years in Service Design, Strategic Design, CX Strategy, or related enterprise transformation roles
- Strong health plan, payer, healthcare operations, or call center/service operations experience strongly preferred
- Proven experience owning complex, enterprise-level initiatives with multiple stakeholders
- Expertise in service blueprinting, journey mapping, systems thinking, and operational design
- Exceptional strategic thinking with strong synthesis and recommendation capabilities
- Experience driving alignment across large organizations
- Strong executive communication and presentation skills
- Ability to balance strategic vision with practical execution
Ideal Candidate
- Health plan / payer ecosystem experience
- Call center or customer/member support transformation experience
- Comfortable stepping into ambiguity and creating structure quickly
- Highly autonomous, strategic, and outcomes-oriented
- "Unicorn" operator who can think strategically while driving execution
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