Senior Service Designer, Health Plan Member Experience & Engagement

Job Description

A bit about this role: 

We’re on an exciting journey of growth, and we’re looking for a Senior Service Designer focused on the Devoted health plan experience.

This role sits at the intersection of member experience, health plan operations, and call center delivery. You’ll design across our full omnichannel and digital ecosystem, using data and insights to ensure that engaging with Devoted feels seamless, proactive, and thoughtful.

You’ll lead service design work across the journeys where member confusion, operational friction, and business risk collide — especially around benefits, coverage, and care navigation.

We’re looking for someone who is member-centric and AI-forward. In addition to conducting and analyzing user research you will be able to (or eager to) use AI (including conversation design and automation) as tools to make complex clinical journeys more connected, intelligent, and scalable – without losing sight of the end-to-end member experience.

You’ll partner closely with clinical, member experience, and content teams to shape how we support members in moments of care — across phone, portal, SMS, and digital channels. Because so much of the Devoted experience is rooted in engagement, experience with communication or campaign platforms is a strong plus.

You will:

• This role explores how human clinicians, service teams, and AI systems collaborate to deliver care that is trustworthy, compliant, and humane — especially when decisions are complex or emotionally charged.

• Balance business scale with a hospitality-driven health plan experience, making Devoted feel almost “too good to be true.”

• Use qualitative and quantitative data to build shared clarity across health plan teams, operations, and vendors.

• Design, map, and refine omnichannel member journeys that reduce confusion and build trust.

• Translate complexity into clear, compliant, and operationally feasible service improvements.

Your Responsibilities and Impact will include:

• Lead end-to-end service design for high-priority health plan and care navigation journeys.

• Create journey maps and service blueprints that drive shared understanding and alignment.

• Prototype and test new service, campaign, and communication concepts.

• Shape seamless care navigation and continuity across plan and clinical journeys, delivered through our omnichannel ecosystem (phone, portal, SMS, digital).

• Apply AI and automation thoughtfully to connect siloed data, anticipate needs, and create more comprehensive journeys.

• Partner deeply with health plan operations, call center leadership, and vendors to ensure solutions are feasible, compliant, and measurable.

• Translate research and operational data into clear opportunity areas and executable recommendations.

• Measure and present impact using operational data, analytics, and AI  — using this intelligence to continuously evolve the experience.

Required skills and experience:

• 6–8+ years in service design, systems design, or experience strategy.

• Strong fluency in qualitative and quantitative research and data synthesis.

• Comfort designing within a complex, regulated environment and leading cross-functional initiatives.

• A bias toward clarity, practicality, and momentum.

• Comfort partnering with executive stakeholders.

• Remote, with the ability to work east coast hours when needed 

Desired skills and experience:

• Demonstrated ability to design within CMS and compliance constraints.

• Experience using AI or automation to enhance service design without losing sight of the end-to-end member journey.

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Salary range: $104,000 - $155,000 annually

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, includi