Job Description

ABOUT THE ROLE As a principal individual contributor on our Service Design team, you’ll lead complex, cross-functional design efforts that span the full end-to-end service experience. You’ll bring mastery of service design methods and systems thinking to help shape strategy and enable delivery in healthcare. You’ll work independently and collaboratively, guiding teams through ambiguity, aligning stakeholders, and coaching less experienced designers. You’ll partner with category leads, product owners, researchers, and operational leaders to translate insights into actionable service strategies. This role is ideal for someone with 10+ years of applied service design experience, confident in navigating complexity, influencing at multiple levels, and advancing design maturity within an organization. LOCATION: Dallas, TX. In-office weekly WHAT YOU’LL DO Lead service design from discovery to implementation using systems thinking, journey mapping, blueprinting, and prototyping to inform strategy and delivery. Frame problems and opportunities appropriately, balancing business needs, operational realities, and customer impact. Build alignment through strategic storytelling and facilitate collaborative sessions. Translate insights into actionable service opportunities across touchpoints, teams, and technologies. Rapidly prototype and validate service concepts with suitable fidelity. Mentor junior service designers, providing feedback and fostering their development. Serve as a subject matter expert, helping teams understand and apply service design principles. Contribute to the growth of the service design practice through method development and knowledge sharing. WHAT SUCCESS LOOKS LIKE 7–10+ years of hands-on service design experience, leading cross-functional engagements in complex organizations. Fluency in service design methods and frameworks, with adaptability. A portfolio demonstrating your ability to address service delivery challenges and influence outcomes. Comfort navigating ambiguity and structuring work proactively. Trusted collaborator and thought partner across disciplines. Curiosity, empathy, and pragmatism in approach, with ability to focus on details or strategy as needed. Effective feedback exchange and mentoring skills. Storytelling skills that resonate with diverse stakeholders. Advocacy for service quality, equity, and feasibility. BONUS IF YOU HAVE Experience in healthcare, regulated industries, or service-heavy ecosystems. Facilitation experience with senior stakeholders or large groups. Ability to translate strategy into actionable plans. Familiarity with tools like Figma, Miro, Adobe Creative Suite, Jira, and service research methods. MINIMUM QUALIFICATIONS Education: Bachelor's degree or 4+ years of relevant work experience. Experience: 5+ years of relevant experience. #J-18808-Ljbffr Baylor Scott & White Health (BSWH)

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