Sr Service Designer, Health Plan Transformation

Job description Role Overview We'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 Responsibilities Lead strategic design of enterprise-wide service experiences across multiple teams, workflows, and customer/member touchpoints Evaluate current state operations, identify friction points, and recommend future-state service models Synthesize research, stakeholder input, operational realities, and business priorities into actionable frameworks Design and map end-to-end service blueprints, journey maps, ecosystem maps, and operational processes Drive cross-functional collaboration across product, operations, customer service, clinical, and business stakeholders Facilitate workshops, strategic discussions, and executive presentations to align teams on future direction Translate ambiguity into structured recommendations and execution pathways Partner with leadership to shape organizational approaches, not just individual deliverables Ensure strategic recommendations are operationally realistic and executable Required Qualifications 8+ years in Service Design, Strategic Design, CX Strategy, or related enterprise transformation roles Strong health plan, payer, healthcare operations, or call center/service operations experience strongly preferred Proven experience owning complex, enterprise-level initiatives with multiple stakeholders Expertise in service blueprinting, journey mapping, systems thinking, and operational design Exceptional strategic thinking with strong synthesis and recommendation capabilities Experience driving alignment across large organizations Strong executive communication and presentation skills Ability to balance strategic vision with practical execution Ideal Candidate Health plan / payer ecosystem experience Call center or customer/member support transformation experience Comfortable stepping into ambiguity and creating structure quickly Highly autonomous, strategic, and outcomes-oriented "Unicorn" operator who can think strategically while driving execution