AI-Driven Service Designer - Healthcare Ops (Remote)

Optum; Boston (MA); Remote; USD 113,000 - 193,000; Full time

Job summary

Optum is seeking a Service Designer in the AI & Product Office to drive how care and operations evolve when an AI-enabled product lands. You will map current care workflows, design future-state services, and partner with care teams across markets to implement enterprise AI capabilities.

The role is hands-on, building a small cross-functional team, embedding with local market teams, and measuring value through operational metrics like access to care and staff time.

Qualifications

• 7+ years of experience in operations, process improvement, or service design, with significant time in care delivery settings.
• Healthcare industry experience in a large, matrixed organization.
• Experience designing a new service or operating model with clinical or operational teams and launching it.
• Experience planning and facilitating Lean, kaizen events with frontline teams.
• Experience using AI tools and built with them: an agent, automation, or large language model tool.
• Senior individual contributor: owns hard problems end to end.
• Proficiency with GitHub and AI tooling, plus process mapping and analytics.
• Ability to distinguish enterprise vs market-level decisions.
• Business acumen: defines measures, builds baselines, analyzes results with spreadsheets/SQL.
• Strong writing: decisions and findings documented.
• Relationship building across care teams and operations.

Responsibilities

• Map and shadow how care is delivered today across primary care, specialty, home, and virtual care.
• Facilitate kaizen events with frontline staff to design future-state workflows.
• Write observations weekly and translate into decisions usable by future markets.
• Design service blueprints: roles, workflows, staffing, and policy changes.
• Collaborate with product, design, and engineering to align product and operations.
• Define operational measures and baselines to assess impact.
• Develop change management plans with deployment teams for go-live.
• Handoff service design to deployment managers for launch and rollout.
• Document the service design for reuse by other markets.
• Raise AI fluency in market teams to enable safe AI use.

Skills

Operations experience

Healthcare experience

Service design

Lean Kaizen

AI tooling

Independent contributor

GitHub

Enterprise governance

Business analytics

Technical writing

Relationship building

Education

Bachelor's degree

Tools

GitHub

AI coding tools

Job description

Optum is seeking a Service Designer in the AI & Product Office to drive how care and operations evolve when an AI-enabled product lands. You will map current care workflows, design future-state services, and partner with care teams across markets to implement enterprise AI capabilities.

The role is hands-on, building a small cross-functional team, embedding with local market teams, and measuring value through operational metrics like access to care and staff time.