Principal Service Designer

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📋 Description

• Define and lead service design strategy across enterprise initiatives, connecting member needs to operational capabilities
• Create service blueprints, journey maps, and ecosystem models bridging frontstage and backstage experiences end-to-end
• Facilitate alignment across teams and business partners to deliver coherent, multi-touchpoint services
• Mentor designers and evolve service design methods
• Contribute to the growth of [REDACTED]’s design culture
• Define success metrics and lead post-launch evaluations
• Collaborate with process and operational teams to ensure services are deliverable, scalable, and grounded in real-world constraints
• Use narratives and visual frameworks to build empathy, drive decisions, and influence senior stakeholders
• Lead complex, cross-functional design initiatives spanning insurance, digital, operations, clinical, and support teams
• Orchestrate member experiences that are desirable, feasible, and sustainable for the business

🎯 Requirements

• 10+ years of experience in service design or systems-oriented experience design
• Deep fluency in service design methods, including blueprinting, journey mapping, prototyping, facilitation, and storytelling
• Experience designing services spanning digital tools and offline delivery, including human interactions and physical spaces
• Proven ability to lead through ambiguity and drive clarity in complex systems
• Strong collaboration and stakeholder engagement skills across business functions
• Experience with Agile product teams and cross-functional delivery
• Bachelor’s or advanced degree in Design, HCD, or a related field
• Portfolio demonstrating strategic service design leadership and measurable impact
• Ability to work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information
• Minimum home internet speed of 25 Mbps download and 10 Mbps upload
• Occasional travel to [REDACTED] offices for training or meetings may be required

🏖️ Benefits

• Bonus incentive plan based upon company and/or individual performance
• Medical benefits
• Dental benefits
• Vision benefits
• 401(k) retirement savings plan
• Paid time off
• Company holidays
• Personal holidays
• Paid parental leave
• Paid caregiver leave
• Short-term disability
• Long-term disability
• Life insurance
• Bi-weekly payment for internet expense for employees who live and work from home in Illinois
• Telephone equipment appropriate to business requirements
• Remote work arrangement
• Home internet service support subject to stated requirements/approval

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