Stanford Health Care
Service Designer
–
Stanford Health Care , Newark, CA
Overview The Enterprise Contact Center Service Designer collaborates 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.
What You Will Do
Collaborate cross‑functionally on projects aimed at reducing service users’ experience of organizational complexity.
Plan, conduct, and manage primary and secondary research to understand experience challenges for service users, and validate hypotheses using qualitative and quantitative methods, including interviews, intercepts, usability testing, and surveys.
Co‑create, test, and evaluate digital and non‑digital design prototypes of increasing fidelity with service users.
Communicate and build alignment for design decisions based on user research, operational data, testing results, and industry practices through journey maps, service blueprints, and other alignment artifacts.
Identify and advocate for integration needs across the service ecosystem to deliver simpler and more consistent experiences to service users.
Establish and implement methods for measuring service user experiences, ensuring that baselines, ongoing evaluation, and adjustments are considered for relevant projects and broader organizational initiatives.
Promote a human‑centered design mindset and methods in support of C‑I‑CARE culture and Office of Patient Experience aims.
Support department leadership in communicating experience‑related concepts to internal and external stakeholders.
Perform 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 is 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 representations 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
Category III – tasks that involve NO exposure to blood, body fluids or tissues.
Category I – tasks that are not a condition of employment.
Patient and Family Experience Principles
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. 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.
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–
Stanford Health Care , Newark, CA
Overview The Enterprise Contact Center Service Designer collaborates 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.
What You Will Do
Collaborate cross‑functionally on projects aimed at reducing service users’ experience of organizational complexity.
Plan, conduct, and manage primary and secondary research to understand experience challenges for service users, and validate hypotheses using qualitative and quantitative methods, including interviews, intercepts, usability testing, and surveys.
Co‑create, test, and evaluate digital and non‑digital design prototypes of increasing fidelity with service users.
Communicate and build alignment for design decisions based on user research, operational data, testing results, and industry practices through journey maps, service blueprints, and other alignment artifacts.
Identify and advocate for integration needs across the service ecosystem to deliver simpler and more consistent experiences to service users.
Establish and implement methods for measuring service user experiences, ensuring that baselines, ongoing evaluation, and adjustments are considered for relevant projects and broader organizational initiatives.
Promote a human‑centered design mindset and methods in support of C‑I‑CARE culture and Office of Patient Experience aims.
Support department leadership in communicating experience‑related concepts to internal and external stakeholders.
Perform 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 is 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 representations 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
Category III – tasks that involve NO exposure to blood, body fluids or tissues.
Category I – tasks that are not a condition of employment.
Patient and Family Experience Principles
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. 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.
#J-18808-Ljbffr