Sr Service Designer, Health Plan Transformation

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