Linthicum Heights, Maryland
Columbia, Maryland
Posted: 15-Apr-25
Location: Dallas, Texas
Categories:
Internal Number: 25006055
We?re looking for a talented Service Designer 2 local to the DFW area who?s passionate about crafting seamless, human-centered experiences across complex customer journeys. In this hybrid role, you?ll collaborate with cross-functional Customer Journey Teams and be onsite 1-2 times per week at our vibrant Downtown Dallas office.
You?ll play a key role in mapping end-to-end service experiences, identifying pain points, and co-creating innovative solutions that drive value for our customers and business. If you're a strategic thinker who thrives on solving big challenges with empathy and creativity, we want to meet you.
JOB SUMMARY
A Service Designer 2 plays a central role in shaping BSWH strategic initiatives through a customer?s lens - directly responsible for choreographing processes, technologies, and interactions, driving the delivery of holistic human-centered services for our patients and their families. We are building a versatile team of designers with complementary strengths in system thinking, simplifying complexity, and facilitating collaborative creativity. In this role, the Service Designer 2 will collaborate cross-functionally with research, product design, content design, engineering, analytics, product managers, and CX leadership, helping to uncover strategic and tactical opportunities, influence stakeholders through strong visual and verbal storytelling, gather and integrate feedback, and create energy and alignment through strategic visions and creative innovation.
WHAT IS EXPECTED
Craft:
Advance BSWH customer-centric digital experiences and services with a high volume of innovative and successful solutions. Inspire and motivate other designers to do the same. Demonstrate artistry and excellence in the communication of strategic new ideas and distill complex ideas so that others can quickly comprehend them. Create design cohesion across the ecosystem.
Leadership:
Coach and mentor other designers and team members, providing direct feedback, critique, and strategically directing work to push the experience to the next level.
Process:
Contribute robust design thinking and rationale to communicate our design process including research and data driven prioritization, holistic design solution development, and inclusive approaches.
ESSENTIAL FUNCTIONS OF THE ROLE
Build frameworks that support our evolving organization such as: Experience mapping, cross-functional collaboration activities, vision storyboards, service blueprints, etc.
Translate BSWH branding and existing patterns and frameworks into solutions that scale across different experiences.
Work together with stakeholders and product managers to align on concepts and requirements.
Bring concepts and requirements to life in end-to-end user experiences and choose the appropriate medium and fidelity to present them.
Build interactive prototypes, service blueprints, and storyboards to test ideas and communicate them internally and externally.
Inspire trust and confidence in design recommendations by establishing clear rationale, customer insights, root cause analysis, and feedback.
Iterate quickly and explore multiple solutions for a given problem.
Understand and continually evangelize our customers and what they need to make informed healthcare decisions for themselves and their families.
Stay informed on current developments in design and industry trends.
Promote inclusive design across services, touchpoints, and processes.
Collaborate with product managers, engineers, QA, and other designers to facilitate research activities, strategy sessions, ideation, design, and testing of new product and service concepts.
Assist the Customer Journey, Consumer Solutions, and Digital teams to organize and facilitate activities that keep the team sharply organized and thinking critically and strategically.
Performs other position-appropriate duties as required in a competent, professional, and courteous manner.
KEY SUCCESS FACTORS
3-5+ years of experience in applied service design, service design degree, or cumulative parallel experience and service design certification.
Experience facilitating collaboration workshops.
Impressive creative portfolio demonstrating your excellent work, including the ability to present a diverse range of projects.
Effortless communication/presentation skills, natural collaborator.
Experience with Agile/Scrum methodologies and a willingness to adapt and customize them as needed.
Evangelize design best practices across mediums (digital and physical).
Strong knowledge of collaboration facilitation and research methodologies, Miro, Figma, Figjam, Adobe Creative Cloud, or similar tools and a strong desire to always learn more.
Experience creating service prototypes, blueprints, and storyboards that showcase multiple concepts quickly, with an acute understanding of what customer and business problems they solve and how they might be delivered.
Experience working with and contributing to established brand guidelines, style guides, and code-based design systems.
Ability to work from low fidelity to high fidelity.
Ability to work collaboratively within cross-disciplinary teams
BENEFITS
Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level
QUALIFICATIONS
- EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
- EXPERIENCE - 3 Years of Experience