Senior Service Designer

Join us in tackling healthcare for rural America! We’re seeking a Senior Service Designer who is passionate about having positive societal impact, and for using technology for good – solving issues of health inequity for communities who have been perennially underserved. As a member of our Member Experience team, you’ll work cross-functionally with engineering, product, user research, operations, and clinical teams to define, deliver, and implement our core experiences. This role is based in San Mateo, CA and requires 3 days per week in office. 

What you’ll do:

• Lead the design and implementation of healthcare services for older adults in rural America, ensuring a seamless end-to-end experience enabled through technology and human touch points.
• Work closely with leadership to develop and execute a service design strategy that continuously improves the member experience.
• Lead ideation and concept development to simplify and improve the care experience, ensuring solutions are designed for adoption and operational feasibility.
• Design and communicate proposed concepts through service blueprints, journey maps, and prototypes—not just as artifacts, but as living documents that drive real change.
• Plan and facilitate design sprints and workshops that move ideas from concept to execution.
• Translate insights into action. Implement service improvements, collaborating with operations, clinical teams, and engineering to ensure real-world execution.
• Own the service rollout process. Partner with cross-functional teams to pilot and scale solutions, identifying key success metrics and iterating based on feedback.
• Advocate for human-centered design practices that lead to measurable improvements in member satisfaction and health outcomes.

What you bring:

• A portfolio that demonstrates 5+ years of hands-on service and strategic design experience, defining and shipping products and services that consumers use. We’re especially interested in demonstrated experience designing products and services that combine human and software touch points to change or support user behavior over time.
• A track record of moving beyond research and journey mapping to deliver and launch solutions that drive measurable impact.
• Experience leading service design at both the strategic and execution levels. Your work highlights your ability to translate service blueprints into implemented workflows.
• Strong cross-functional collaboration skills, with experience partnering across engineering, product, research, operations, and clinical teams to bring designs to life.
• Expertise in documenting and deploying service experiences through blueprints, journey maps, wireframes, digital prototypes, and other design artifacts.
• Experience planning and leading design sprints, pilots, and iterative testing cycles to refine services before full-scale rollout.
• Comfort with and excitement for translating messy, complex experiences into a delightful service.
• Proficiency with Figma, Adobe CS, Google Suite.

Impress us even more:

• Experience working on a small fast-paced team and defining a product from scratch.
• Experience working in healthcare, home services, rural markets and/or with older adults.

What shapes our company:

• Deep commitment to one another, the people and communities we serve, and to care that enables everyone to achieve their best health
• Compassion and empathy
• Curiosity, and an eagerness to listen
• Drive to deliver high-quality experiences, clinical care, and cost-effectiveness
• Strong focus on sustainability of our business and scalability of our services, to maximize our reach and impact
• Nurturing a diverse workforce, with a wide range of backgrounds, experiences, and points of view
• Taking our mission and business seriously, but not taking ourselves too seriously– having fun as we build!