Principal Service Designer

The Principal Service Designer leads service design for the Mental Health Studio, driving co-creation of journey-driven recommendations that inform our omnichannel products and services. They will be responsible for analyzing, visualizing, and solving for the digital, telephonic, and in-person mental health journeys for specific populations. Reporting to the director of the Mental Health Studio, this person will collaborate daily with a small, cross-functional consumer experience team to drive the creation or improvement of mental health programs and services across the enterprise.

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities: 

• Partners with research teams to analyze complex omnichannel experiences (digital, telephonic, in-person) from multiple perspectives (patients, providers, etc.)
• Visualizes the mental health journey of specific populations using journey maps, service blueprints, or other storytelling devices
• Plans and facilitates workshops with partners, stakeholders, and members of the target population
• Identifies journey-driven opportunities for improvement or new products
• Create and deliver engaging, interactive presentations to bring stakeholders into the work

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications: 

• 7+ years of experience in service design, design strategy, human-centered design or design thinking tools and methods
• 7+ years of experience in creating and leading interactive workshops with a variety of stakeholders, including product, design, tech, clinicians, and executive leadership
• Experience conducting primary research and partnering with data and analytics teams to generate actionable insights
• Proficiency in designing for both digital and non-digital experiences, ideally in healthcare or mental health settings
• Ability to share a work sample or portfolio

Preferred Qualifications

• Experience working in iterative, agile environments
• Experience bringing others from different fields along on their process