Senior Professional Service Designer

Organization, https:/www.centerwellcareers.com/us/en, https:/www.centerwellcareers.com/us/en/job/R-4; United States; Remote; USD 78,000 - 108,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) retirement savings plan

Paid time off including holidays and p

Job summary

CenterWell is seeking a Senior Service Designer to lead end-to-end engagements, translating research into actionable service concepts across healthcare-adjacent lines. The role operates within a pod structure and collaborates with leaders to align people, process, technology and data.

The position requires a Bachelor's in relevant field and 3+ years of service design experience, with remote work from the US and occasional travel.

Qualifications

• Bachelor's degree in service design, design, human-centered design, design research, behavioral or social sciences, business, or a related field
• Three or more years of experience in service design, experience design, design research, or a closely related discipline
• Demonstrated experience producing service blueprints, experience blueprints, customer journeys, ecosystem maps, and process flows
• Proficiency with Microsoft applications and collaborative research, mapping, and visualization tools
• Strong written, verbal, and visual storytelling skills, with the ability to present recommendations to leaders and partners
• Comfort conducting discovery research including partner interviews, contextual inquiry, observation, and collaborative workshops

Responsibilities

• Lead end-to-end service design engagements that improve experience across multiple stakeholder groups
• Plan and facilitate discovery research, partner interviews, journey-mapping sessions, and collaborative workshops
• Produce current-state and future-state service blueprints, experience blueprints, customer journeys, ecosystem maps, and process flows
• Synthesize qualitative and quantitative inputs into clear opportunities and recommendations for leaders and partners
• Coordinate contributors, manage dependencies, and deliver high-quality work across multiple workstreams

Skills

Storytelling

Stakeholder engagement

Research facilitation

Visual mapping

Education

Bachelor's degree in service design or related field

Tools

Microsoft Office

Job description

Role overview

This senior service design role leads projects that elevate the experience of patients, customers, associates, and caregivers across healthcare-adjacent business lines. The work sits inside a pod structure tied to a specific line of business, translating research and stakeholder input into service concepts, experience strategies, and actionable recommendations that align people, process, technology, and data.

Responsibilities

• Lead end-to-end service design engagements that improve experience across multiple stakeholder groups
• Plan and facilitate discovery research, partner interviews, journey-mapping sessions, and collaborative workshops
• Produce current-state and future-state service blueprints, experience blueprints, customer journeys, ecosystem maps, and process flows
• Synthesize qualitative and quantitative inputs into clear opportunities and recommendations for leaders and partners
• Coordinate contributors, manage dependencies, and deliver high-quality work across multiple workstreams

Requirements

• Bachelor's degree in service design, design, human-centered design, design research, behavioral or social sciences, business, or a related field
• Three or more years of experience in service design, experience design, design research, or a closely related discipline
• Demonstrated experience producing service blueprints, experience blueprints, customer journeys, ecosystem maps, and process flows
• Proficiency with Microsoft applications and collaborative research, mapping, and visualization tools
• Strong written, verbal, and visual storytelling skills, with the ability to present recommendations to leaders and partners
• Comfort conducting discovery research including partner interviews, contextual inquiry, observation, and collaborative workshops

Nice to have

• Master's degree in a related field
• Healthcare, clinical care, or pharmacy domain experience

Benefits and work setup

• Remote work-from-home position with occasional travel to offices for training or meetings
• Self-provided internet service required, with a minimum of 25 Mbps download and 10 Mbps upload, plus a dedicated workspace free of ongoing interruptions
• Full-time schedule of 40 hours per week
• Base pay range of $78,400 to $107,800 per year, plus eligibility for a bonus incentive plan based on company and individual performance
• Benefits package includes medical, dental, and vision coverage, a 401(k) retirement savings plan, paid time off including company and personal holidays, paid parental and caregiver leave, short-term and long-term disability, and life insurance