Senior Service Designer 

The Opportunity

Join Homeward’s Advanced Research Programs team as a Senior Service Designer, driving the creation of human-centered, end-to-end experiences that transform how healthcare is delivered in rural communities. In this role, you will lead the design of innovative service models, deeply informed by the needs of rural populations and shaped through close collaboration with cross-functional teams. From government grant-funded research to pioneering care delivery approaches, you will craft and prototype solutions that are not only visionary but also grounded in the realities of rural healthcare. Your work will help define how Homeward meets the needs of communities historically left behind—ensuring that care is not only accessible but meaningfully designed.

What You’ll Do:

• Lead the design and implementation of innovative healthcare service models for 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.

Bonus Points If You Have:

• Experience working on a small fast-paced team and defining a product from scratch.
• Experience working in healthcare service delivery