Sr Transformation Service Designer

Blue Cross & Blue Shield of Rhode Island; United States; Hybrid; USD 102,000 - 164,000; Full time

Benefits offered by this job

Tuition reimbursement

Student loan repayment assistance

Health insurance

Paid time off

Flexible work arrangements

Job summary

Blue Cross & Blue Shield of Rhode Island (BCBSRI) is seeking a Senior Service Designer to design future state services and workflows. You will partner with Transformation Discovery Leads, product management, and engineering to map journeys for customer, provider, and employee experiences and to shape AI-enabled service models.

You’ll lead workshops and deliver artifacts that communicate the target future state.

Qualifications

• Bachelor’s degree or equivalent experience in Design, HCI, or related field.
• 5–7 years in service design, CX, or transformation.
• Experience mapping end-to-end journeys.
• Knowledge of journey mapping, service blueprinting, human-centered design.

Responsibilities

• Lead service design and testing for transformation initiatives across experiences.
• Translate opportunities into future state service concepts and journey designs.
• Facilitate workshops with stakeholders to identify gaps and opportunities for innovation.
• Develop journey maps, service blueprints, and ecosystem maps for future state services.
• Collaborate with Product Management and Engineering to align designs with capabilities.
• Measure impact of future state service designs and communicate results.

Skills

Service design

Journey mapping

Workshop facilitation

Stakeholder collaboration

AI concepts

Education

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

Job description

Pay Range: $102,300.00 - $163,700.00

At BCBSRI, our greatest resource is our people. We come from varying backgrounds, different cultures, and unique experiences. We are hard-working, caring, and creative individuals who collaborate, support one another, and grow together. Passion, empathy, and understanding are at the forefront of everything we do—not just for our members, but for our employees as well. We recognize that to do your best work, you have to be your best self. It’s why we offer flexible work arrangements that include remote and hybrid opportunities and paid time off.

We provide tuition reimbursement and assist with student-loan repayment. We offer health, dental, and vision insurance as well as programs that support your mental health and well-being. We pay competitively, offer bonuses and investment plans, and are committed to growing and developing our employees. Our culture is one of belonging. We strive to be transparent and accountable. We believe in equipping our associates with the knowledge and resources they need to be successful. No matter where you’re at in the organization, you’re an integral part of our team and your input, thoughts, and ideas are valued. Join others who value a workplace for all. We appreciate and celebrate everything that makes us unique, from personal characteristics to past experiences. Our different perspectives strengthen us as an organization and help us better serve all Rhode Islanders. We’re dedicated to serving Rhode Islanders. Our focus extends beyond providing access to high-quality, affordable, and equitable care.

To further improve the health and well-being of our fellow Rhode Islanders, we regularly roll up our sleeves and get to work (literally) in communities all across the state—building homes, working in food pantries, revitalizing community centers, and transforming outdoor spaces for children and adults. Because we believe it is our collective responsibility to uplift our fellow Rhode Islanders when and where we can, our associates receive additional paid time to volunteer.

Why this job matters

Responsible for designing future state services, experiences, workflows, and interaction models that enable AI powered transformation across the enterprise. Partners closely with Transformation Discovery Leads, business stakeholders, Product Management, and Engineering teams to define how customer, provider, and employee journeys should function in an AI enabled future. Using service design, journey mapping, and human centered design techniques, helps shape future state experiences that integrate people, technology, and intelligent capabilities into cohesive services.

What you will do

• Lead service design and testing activities for transformation initiatives, documenting current state and future state customer, provider, employee, and operational experiences
• Partner closely 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

What you need to succeed

• Bachelor’s degree in Design, Human-Computer Interaction, Business, or a 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.
• Strong analytical and problem-solving skills with the ability to synthesize information from multiple perspectives.
• Ability to operate effectively in ambiguous environments and transform ideas into clearly defined future state concepts.
• Proven ability to work effectively with business leaders, Transformation Discovery Leads, Product Managers, and Engineering teams.
• Background in creating or evaluating AI-generated designs.
• Technical understanding of AI/ML concepts and how they apply to design.
• Experience developing design heuristics and design principles.
• Experience using AI models for design tasks, either coding or image models.
• The extras: Experience facilitating workshops and leading collaborative design sessions with cross functional stakeholders. Strong visual thinking and storytelling skills with the ability to translate complex concepts into clear and compelling artifacts.

Location

BCBSRI is headquartered in downtown Providence, conveniently located near the train station and bus terminal. We actively support associate well-being and work/life balance and offer the following schedules, based on role: In-office: onsite 5 days per week. Hybrid: onsite 2-4 days per week. Remote: onsite 0-1 days per week.

Permitted to reside in the following states, pending approval from the Human Resources Department: Arizona, Connecticut, Florida, Georgia, Louisiana, Massachusetts, North Carolina, Oklahoma, Rhode Island, South Carolina, Texas, Virginia.

Our culture of belonging at Blue Cross & Blue Shield of Rhode Island (BCBSRI) is at the core of all we do, and it strengthens our ability to meet the challenges of today’s healthcare industry.

BCBSRI is an equal opportunity employer.

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