Senior AI-Enabled Service Designer — Care Delivery (Remote)

UnitedHealth Group; Boston (MA); A distancia; USD 113.000 - 193.000; Jornada completa

Descripción de la vacante

UnitedHealth Group in the United States is hiring a Senior Service Designer for the AI & Product Office to design how care and operations change when an AI-enabled product arrives. You will shadow local care teams, map end-to-end care delivery, and define operating decisions across markets to ensure the product meets frontline needs.

This role blends service design with enterprise strategy, partnering with product management, engineering, finance, data, and security to deliver secure, scalable

Formación

• 7+ years of experience in operations, process improvement, or service design, with at least 3 years within the healthcare industry.
• 2+ years of recent experience within a Care Delivery Organization, Home & Community Care or Hospital setting, designing AI-enabled products, services and tools to improve how care is delivered to end-users.
• Experience within a large, complex, matrixed organization.
• Experience planning and facilitating Lean, kaizen, or similar improvement events with frontline teams.
• Experience using AI tools in your own work today and has built with them: an agent, automation, or large language model tool you designed, built, and ran, at work or as a personal project We will ask you about it in the interview
• Works as a senior individual contributor: owns hard problems end to end, working across functions to deliver them
• Working proficiency in the tools this office builds with: GitHub and AI coding and agent tools, alongside process mapping and analytics tools
• Demonstrated ability to work at the enterprise level and at a single market's level, and to tell which one a given decision belongs to
• Demonstrated business acumen: defines operational measures, builds a baseline, and analyzes results with spreadsheets, SQL, or similar tools
• Proven solid writing: decisions, findings, and disagreements in this office are written down, so the writing is the work
• Proven ability to build relationships at all levels of the organization, earning trust with frontline staff and care team members as well as with operations leaders

Responsabilidades

• Map & Discover<ul><li>Embed with local teams to shadow and map how care is delivered today, end to end, across primary care, specialty, home and community, and virtual care, including the handoffs, systems, and points where patients drop out</li><li>Plan and facilitate kaizen events and working sessions with frontline staff, care team members, and managers to find the problems worth fixing and design the future-state workflow with them</li><li>Write down what you observe each week so it is reviewed on cadence, turned into decisions, and usable by the team and the next market's team without you in the room</li></ul>
• Design the Service<ul><li>Design the service blueprint around each product: roles, workflows, scripts, handoffs, staffing, and the policies that change when the product arrives</li><li>Partner with product, design, and engineering to decide what the product should do and what the operation should do</li><li>Partner with market operations leaders, practice managers, and clinical leaders on the operating decisions a new service needs, and determine which decisions belong to a single market and which belong to the enterprise</li><li>Partner with finance, technology, data, security, legal, privacy, compliance, care teams, and other stakeholders so each service design is responsible, secure, and enterprise-ready</li></ul>
• Measure, Adopt & Hand Off<ul><li>Define the operational measures, such as access, time to care, and staff time, and establish baselines before launch so the change can be measured</li><li>Develop change management plans with the deployment manager, so the people affected understand the purpose, impact, readiness requirements, and expected value of each change</li><li>Hand the service design to the deployment manager for go-live, and stay with it through launch so what was designed is what goes live</li><li>Write the service design down so the next market can adapt it to its own operation rather than start again</li><li>Raise the AI fluency of the market teams you work with, helping the people closest to the work use and build with AI safely</li></ul>

Conocimientos

Operations strategy

Process improvement

Service design

AI tools

Stakeholder management

Communication

Cross-functional collaboration

Educación

Bachelor's degree in related field

Advanced degree welcome

Herramientas

GitHub

AI coding tools

SQL

Analytics tools

Descripción del empleo

UnitedHealth Group in the United States is hiring a Senior Service Designer for the AI & Product Office to design how care and operations change when an AI-enabled product arrives. You will shadow local care teams, map end-to-end care delivery, and define operating decisions across markets to ensure the product meets frontline needs.

This role blends service design with enterprise strategy, partnering with product management, engineering, finance, data, and security to deliver secure, scalable