We are currently looking for a Service Design Lead to be a part of a Healthcare company to be a part of their growth initiatives.
What You'll Do:
Conduct Customer Research: Dive deep into user needs and behaviors through claims data, customer interactions, surveys, and usability testing. Uncover pain points and insights that will drive improvements across the entire care journey.
Map Customer Journeys: Create detailed, visual customer experience maps that capture the full journey of patients-from those diagnosed with cancer to caregivers and high-net-worth customers.
Identify Touchpoints & Opportunities: Pinpoint key moments of truth within the customer journey and uncover areas where we can enhance the experience.
Design User Interfaces: Craft intuitive, visually engaging interfaces that elevate the overall user experience across digital platforms. Develop user stories and UI elements like app screens, navigation menus, emails, and forms.
Prototype & Test: Bring new ideas to life by creating prototypes, testing them with real users, and refining designs based on feedback to ensure functionality and ease of use.
Collaborate Across Teams: Work closely with Product Owners, operations, and tech teams to ensure a unified customer experience. Communicate your design concepts effectively to align with broader business goals.
Drive Continuous Improvement: Leverage customer feedback and analytics to identify trends and make data-driven decisions that improve user engagement and satisfaction. Stay ahead of industry trends to keep our designs innovative and competitive.
What You Bring:
- A Bachelor's degree in User Experience Design, Product Design, or a related field.
- 6+ years of experience in Patient Experience Design, ideally in healthcare or tech.
- A Design Thinking Qualification with a strong portfolio showcasing your expertise in user research, journey mapping, interaction design, and usability testing.
- Proficiency in tools like Miro, Figma, Adobe Creative Suite, and prototyping software (e.g., InVision).
- Excellent communication skills and the ability to present design concepts to diverse teams and stakeholders.
- Strong analytical abilities with a keen eye for detail, capable of turning data into actionable insights.
- Familiarity with working in an Agile environment is a plus.
What We're Looking For:
- A customer-centric mindset, always advocating for human-centered design and user satisfaction.
- A passion for improving patient engagement and healthcare outcomes, both personally and for others.
- Innovative thinking and a problem-solving approach to tackle challenges and continuously improve.
- A collaborative team player with the ability to work across functions to deliver impactful services.
- A growth-oriented attitude, embracing a "fail fast, learn fast" mentality and a constant desire to adapt and evolve.
If interested, please click "Apply" or contact JJ How via jj.how@oliverjames.com for a further confidential discussion
