Senior Service Designer

Company: Tbwa Chiat/Day Inc
Location: San Mateo
Posted on: February 1, 2025

Job Description:

Homeward is rearchitecting the delivery of health and care in partnership with communities everywhere, starting in rural America. Today, 60 million Americans living in rural communities are facing a crisis of access to care. In the U.S. healthcare system, rural Americans experience significantly poorer clinical outcomes. This trend is rapidly accelerating as rural hospitals close and physician shortages increase, exacerbating health disparities. In fact, Americans living in rural communities suffer a mortality rate 23 percent higher than those in urban communities, in part because of the lack of access to quality care.Our vision is care that enables everyone to achieve their best health. So, we're creating a new healthcare delivery model that is purpose-built for rural America and directly addresses the issues that have historically limited access and quality. Homeward supports Medicare-eligible beneficiaries by partnering with health plans, providers, and communities to align incentives - taking full financial accountability for clinical outcomes and the total cost of care across rural counties.As a public benefit corporation and Certified B Corp, Homeward's mission and business model are aligned to address the healthcare, economic, and demographic challenges that make it challenging for rural Americans to stay healthy. Our Homeward Navigation platform uses advanced analytics to connect members to the right care and local resources that address social determinants of health and improve holistic health outcomes. Since many rural communities lack adequate clinical capacity, Homeward also employs care teams that supplement local practices and reach people who cannot otherwise access care.Join us in tackling healthcare for rural America! We're seeking a senior service designer who is passionate about having positive societal impact, and for using technology for good - solving issues of health inequity for communities who have been perennially underserved. As a member of our design team, you'll work cross-functionally with engineering, product, user research, operations, and clinical teams to define and deliver our core experiences.This role is based in San Mateo, CA and requires 3 days per week in office.What you'll do:

• Lead the design of healthcare services for older adults in rural America. You'll drive the design of significant portions of our care delivery platform and focus on designing a seamless end-to-end experience that is enabled through technology, but driven by human touch-points.
• Work closely with leadership in developing and implementing a design strategy that will help us continue to understand and meet the needs of our members and providers.
• Lead ideation and concept development to simplify and improve the care experience from the perspective of members while delivering a high quality, competitive clinical care model.
• Design and communicate proposed concepts through the development of service blueprints, journey maps, and other service design artifacts. You will also plan and execute design sprints and collaborative sessions with team members and partners.
• Collaborate with the cross-functional team to ideate and develop member-centric and business viable solutions.
• Work closely with design researchers to create and participate in studies to better understand the core challenges of receiving healthcare in our target markets.
• Evaluate and ideate how we can simplify and improve the care experience from the perspective of both members and clinicians while delivering a high quality, competitive clinical care model.
• Tell the human story by bringing together the full end-to-end experience into a coherent narrative for both internal and external audiences.
• Advocate for human-centric thinking and practices to enable us to continuously understand and learn from our members in order to prioritize their needs.What you bring:
• A portfolio that demonstrates 5+ years of hands-on service and strategic design experience, defining and shipping products and services that consumers use. We're especially interested in demonstrated experience designing products and services that combine human and software touchpoints to change or support user behavior over time.
• Experience leading service design at both the strategic and detail level. Your work highlights your ability to illustrate system thinking, future visions, and refined design concepts.
• A track record of partnering with cross-functional stakeholders including engineering, product, research, design, and operations teams.
• Expertise in documenting and communicating product and service experiences through service blueprints, journey mapping, wireframes, digital prototypes, and other design artifacts.
• Proficiency in planning and leading design sprints and other collaborative sessions with interdisciplinary teams and partners.
• Comfort with and excitement for translating messy, complex experiences into a delightful service.
• Enthusiasm and aptitude for working at both the system level as well as delving into the nuances of human behavior and the specific details of design.
• A curious mind, collaborative approach, organizational rigor, and strong communication skills.
• Proficiency with Figma, Adobe CS, Google Suite.Impress us even more:
• A background in visual and UX design will be considered a plus.
• Comfort with planning and executing exploratory, generative, and evaluative user research.
• Experience working on a small fast-paced team and defining a product from scratch.
• Experience working in healthcare, home services, rural markets and/or with older adults.What shapes our company:
• Deep commitment to one another, the people and communities we serve, and to care that enables everyone to achieve their best health.
• Compassion and empathy.
• Curiosity, and an eagerness to listen.
• Drive to deliver high-quality experiences, clinical care, and cost-effectiveness.
• Strong focus on sustainability of our business and scalability of our services, to maximize our reach and impact.
• Nurturing a diverse workforce, with a wide range of backgrounds, experiences, and points of view.
• Taking our mission and business seriously, but not taking ourselves too seriously- having fun as we build!The base salary range for this position is $135,000-$165,000. Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, location, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Homeward Health. This role is eligible for an annual bonus, stock options, as well as a comprehensive benefits package.At Homeward, a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you have yet to gain experience in the areas detailed above, we hope you will share your unique background with us in your application and how it can be additive to our teams.Homeward is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Homeward is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.Apply for this job
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Keywords: Tbwa Chiat/Day Inc, Santa Rosa , Senior Service Designer, Other , San Mateo, California