AI-Powered Service Designer for Transformation (Remote)

Blue Cross & Blue Shield of Rhode Island; Providence, Northern (RI, KY); Hybrid; USD 102,000 - 164,000; Full time

Benefits offered by this job

Tuition reimbursement

Health insurance

Paid time off

Job summary

Blue Cross & Blue Shield of Rhode Island seeks a Senior Service Designer to shape AI-enabled, future-state services across customer, provider, and employee journeys. You will map current and future experiences, design journeys and blueprints, and collaborate with product and engineering to implement practical, user-centered solutions.

The role requires 5–7 years in service design or related fields, strong facilitation and storytelling skills, and deep knowledge of AI-enabled design.

Qualifications

• Bachelor’s degree in Design, Human-Computer Interaction, Business, or related field, or equivalent experience.
• 5 to 7 years of experience in service design, customer experience, business transformation, business architecture, consulting, or related disciplines.
• Experience mapping and designing end to end customer, employee, provider, or operational journeys.
• Working knowledge of service design methodologies including journey mapping, service blueprinting, and human centered design.
• Experience facilitating workshops and leading collaborative design sessions with cross functional stakeholders.
• Strong visual thinking, design and storytelling skills with the ability to translate complex concepts into clear and compelling artifacts.
• Demonstrated expertise in enterprise AI, intelligent automation, workflow orchestration, conversational AI, and digital experience platforms, with the ability to design future-state services that effectively integrate these capabilities into business operations.

Responsibilities

• Lead service design and testing activities for transformation initiatives, documenting current state and future state customer, provider, employee, and operational experiences.
• Partner with Transformation Discovery Leads to translate strategic opportunities into future state service concepts, interaction models, and journey designs.
• Facilitate workshops with business stakeholders to identify experience gaps, unmet needs, service challenges, and opportunities for innovation.
• Develop journey maps, service blueprints, experience flows, and ecosystem maps that illustrate how future state services should operate.
• Design future state interactions between employees, customers, providers, AI agents, digital tools, and supporting business capabilities.
• Define service experiences and workflows that leverage emerging technologies while maintaining simplicity, usability, and trust.
• Collaborate with Product Management and Engineering teams to ensure service designs are aligned with envisioned solution capabilities.
• Identify opportunities to improve experiences, reduce friction, simplify interactions, and create greater value throughout the journey.
• Partner with business stakeholders to validate future state concepts and ensure proposed services meet organizational and customer needs.
• Incorporate compliance, regulatory, privacy, operational, and governance considerations into future state service designs.
• Support transformation initiatives by developing visual artifacts and design deliverables that clearly communicate the target future state.
• Stay informed on service design practices, customer experience trends, emerging technologies, and AI enabled service models.
• Measure and communicate the expected experience, operational, and business impacts of future state service designs.
• Perform other duties as assigned

Skills

Service design

Journey mapping

Human-centered design

Facilitating workshops

AI/ML concepts

Analytical thinking

Communication skills

Storytelling

Cross-functional collaboration

Education

Bachelor's degree in Design, HCI, Business, or related field

Tools

AI tools knowledge

Job description

Blue Cross & Blue Shield of Rhode Island seeks a Senior Service Designer to shape AI-enabled, future-state services across customer, provider, and employee journeys. You will map current and future experiences, design journeys and blueprints, and collaborate with product and engineering to implement practical, user-centered solutions.

The role requires 5–7 years in service design or related fields, strong facilitation and storytelling skills, and deep knowledge of AI-enabled design.