Sr Service Designer, Health Plan Transformation
Role OverviewWe're seeking a Senior Service Designer to lead a high-profile, cross-enterprise strategic initiative. This role requires an end-to-end systems thinker who can quickly step in, assess complex service ecosystems, synthesize disparate inputs, and shape how large-scale experiences should work across functions.This person will operate at the intersection of strategy, service design, program leadership, and operational execution—driving clarity, alignment, and tangible outcomes across the enterprise.Key ResponsibilitiesLead strategic design of enterprise-wide service experiences across multiple teams, workflows, and customer/member touchpointsEvaluate current state operations, identify friction points, and recommend future-state service modelsSynthesize research, stakeholder input, operational realities, and business priorities into actionable frameworksDesign and map end-to-end service blueprints, journey maps, ecosystem maps, and operational processesDrive cross-functional collaboration across product, operations, customer service, clinical, and business stakeholdersFacilitate workshops, strategic discussions, and executive presentations to align teams on future directionTranslate ambiguity into structured recommendations and execution pathwaysPartner with leadership to shape organizational approaches, not just individual deliverablesEnsure strategic recommendations are operationally realistic and executableRequired Qualifications8+ years in Service Design, Strategic Design, CX Strategy, or related enterprise transformation rolesStrong health plan, payer, healthcare operations, or call center/service operations experience strongly preferredProven experience owning complex, enterprise-level initiatives with multiple stakeholdersExpertise in service blueprinting, journey mapping, systems thinking, and operational designExceptional strategic thinking with strong synthesis and recommendation capabilitiesExperience driving alignment across large organizationsStrong executive communication and presentation skillsAbility to balance strategic vision with practical executionIdeal CandidateHealth plan / payer ecosystem experienceCall center or customer/member support transformation experienceComfortable stepping into ambiguity and creating structure quicklyHighly autonomous, strategic, and outcomes-oriented"Unicorn" operator who can think strategically while driving execution