The Senior Service Designer is a key member of the Experience Design and Research (XDR) team at Aledade. Our multidisciplinary XDR team accelerates the ability of primary care practices to improve health outcomes for their patients by equipping them with thoughtfully crafted technology. We ensure that the design of Aledade products & services consider the needs of clinicians, practice staff, internal Aledade teams, and patients, fitting within their existing environments and workflows. As a Senior Service Designer, you will play a critical role in aligning internal Aledade teams, processes, and toolsets.  You will help envision, design, and support more streamlined multi-channel primary care and patient service experiences. Your work will be guided by our core values of community, joy, evidence-based experiences, inclusive design, sustainability, and exploration.

As Senior Service Designer, you will consult across multiple divisions of the business on mission-critical problem spaces. You will work across the product development lifecycle from discovery to evaluation on both existing and new products and services. As the voice of XDR for the projects you work on, you'll use a human-centered approach to facilitate alignment on high impact solutions to complex and ambiguous problems. 

Primary Duties:

• Develop, prioritize and manage a service design portfolio for specific features in alignment with product, service, and business priorities. 
• Plan and conduct primary and secondary design research activities. Analyze data and synthesize findings about user experience needs and goals into human-centered narratives and actionable insight frameworks. 
• Bring definition to future-state product and service experiences through high-quality design deliverables such as experience maps, low-fidelity prototypes, storyboards, etc.
• Collaborate with designers and researchers in the XDR practice to elevate human-centered design thinking and build team intuition about internal and external users.

Minimum Qualifications:

• 5+ years of professional experience in service design or design strategy within product, service, innovation consulting and/or application development environments. 
• Possess a Bachelor's degree (or equivalent experience) in human-computer interaction, service design, design methods, ethnography, psychology, or a related field. 
• Strong communication and storytelling skillset. Demonstrated ability to clearly articulate complex concepts and tailor messages to diverse audiences from bedside (e.g., patients or practice support staff) to boardroom (e.g., executive stakeholders).
• Strong service design portfolio. Demonstrated ability to effectively employ service design methods such as workshop facilitation, experience mapping, and service prototyping to make future-state experiences concrete and accessible. 
• Track record of impact. Evidence of deploying new or improved service features that have led to measurable change in user behavior and operational metrics.

Preferred Qualifications:

• Master's Degree 
• Experience working in complex and or highly regulated industries such as healthcare or government
• Strong project management skills. Ability to independently scope, facilitate, and execute projects, meet deadlines effectively, and adjust methods based on the budget and time available.
• Ability to swiftly onramp to and navigate new problem spaces and domains while building trusted relationships with other disciplines, stakeholders, and customers.
• Ability to triangulate and synthesize data and insights from multiple sources to frame a set of user-centered and operational problems to solve.
• Ability to fluidly move between methods and types of design artifacts, fitting deliverables to the needs of the project and team.
• Ability to retain and communicate contextual knowledge about the broader customer environment, workflow, and other considerations to proactively surface opportunities to improve the experience that might not have been considered by partner teams. 
• Proactive in identifying forums and opportunities to evangelize and share deliverables to the right people.
• Proactive in taking ownership of your role and the success of your work. 
• Proactive in improving team practices including feedback forums such as critiques and retrospectives. 

Physical Requirements

• Must be able to work at a computer for prolonged periods of time
• Must be effective at managing one's time, energy, and productivity in a mostly remote working environment

Who We Are:

Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.

What Does This Mean for You?

At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.

In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:

Flexible work schedules and the ability to work remotely are available for many roles

Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners

Robust time-off plan (21 days of PTO in your first year)

Two paid volunteer days and 11 paid holidays

12 weeks paid parental leave for all new parents

Six weeks paid sabbatical after six years of service

Educational Assistant Program and Clinical Employee Reimbursement Program

401(k) with up to 4% match

Stock options

And much more!

At Aledade, we don't just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.

Privacy Policy: By applying for this job, you agree to Aledade's Applicant Privacy Policy available at  https://www.aledade.com/privacy-policy-applicants