Service Designer

Enterprise Contact Center Service Designer

The Enterprise Contact Center Service Designer will collaborate with clinical, operations, technology, and various functions across Stanford Health Care to design and improve the infrastructure that connects patients, care partners, providers, and contact center agents seamlessly across all service delivery channels.

The Service Designer will collaborate with clinical, operations, technology, and various functions across Stanford Health Care to design and improve services that connect patients, care partners, providers, and employees (collectively as "service users") seamlessly across all service delivery channels. Working as part of cross-functional project teams, the service designer will conduct qualitative and quantitative user research, create alignment artifacts, identify improvement opportunities, and co-create solutions that enhance service experiences. This role combines human-centered design with systems thinking, skillfully balancing user experience and operational goals.

Locations: Stanford Health Care

What you will do

• Collaborates cross-functionally on projects aimed at reducing service users' experience of organizational complexity. Engages colleagues with diverse interests, needs, and values throughout the process.
• Plans, conducts, and manages primary and secondary research to understand experience challenges for service users, and validates hypotheses using qualitative and quantitative methods, including interviews, intercepts, usability testing, and surveys.
• Co-creates, tests, and evaluates digital and non-digital design prototypes of increasing fidelity with service users.
• Communicates and builds alignment for design decisions based on user research, operational data, testing results, and industry practices through journey maps, service blueprints, and other alignment artifacts.
• Identifies and advocates for integration needs across the service ecosystem to deliver simpler and more consistent experiences to service users.
• Establishes and implements methods for measuring service user experiences, ensuring that baselines, ongoing evaluation, and adjustments are considered for relevant projects and broader organizational initiatives.
• Promotes human-centered design mindset and methods in support of C-I-CARE culture and Office of Patient Experience aims.
• Supports department leadership in communicating experience-related concepts to internal and external stakeholders.
• Performs other related and incidental duties as needed or assigned.

Education Qualifications

• Bachelor's degree in design, psychology, sociology, anthropology, education, communications or related field from an accredited university.

Experience Qualifications

• Three (3) years working across human-centered design phases as part of service design, design strategy, user research, experience management, journey management, customer success, voices of customer/employee, or related projects or roles. Two (2) years managing projects independently in cross-functional environments; consultancy experience a plus. Familiarity with U.S. healthcare systems, omnichannel service delivery strategies, or leading patient, customer, and employee experience management practices preferred.

Required Knowledge, Skills and Abilities

• Understand organizational culture and achieve goals through formal and informal collaboration channels.
• Engender stakeholder enthusiasm for service design outcomes in alignment with broader organizational goals and initiatives.
• Juggle multiple improvement projects without losing sight of the experience-level objectives.
• Learn operational processes and tools to effectively assess experience-related challenges and root causes.
• Create digital, physical, or visual representation of ideas that can be evaluated, improved, and presented.
• Excellent communication and presentation skills, craft compelling narratives that bridge service user aspirations and operational goals.
• Knowledge of data privacy regulations and ethical considerations in user research and service design.
• Proficiency in virtual collaboration tools such as Miro or Mural is preferred.

Physical Demands and Work Conditions

Blood Borne Pathogens

• Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery. You will do this by executing against our three experience pillars, from the patient and family's perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $55.85 - $74.00 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.