Senior Service Designer: Clinical 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 our Devoted clinical journeys.

This role improves how members access, experience, and stay engaged in care — especially around appointments, retention, and continuity of care. You’ll design across our full omnichannel and digital ecosystem, using data and insights to ensure that engaging with Devoted feels seamless, proactive, and supportive.

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-enabled tools (including conversation design and automation) to make clinical journeys more connected, intelligent, and scalable — while protecting the human context of care.

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.

This role explores how human clinicians, service teams, and AI-enabled systems work together to deliver care that is trustworthy, compliant, and humane — particularly in moments that are complex, emotional, or high-stakes.

• Balance business scale with member-first clinical care, making Devoted feel almost “too good to be true.”

• Use qualitative and quantitative data to create a shared understanding of member needs within clinical workflows.

• Design, map, and refine omnichannel clinical journeys.

• Rally clinical and operational stakeholders around a clear, compliant, and measurable service vision.

Your Responsibilities and Impact will include:

• Lead service design for clinical journeys tied to appointments, engagement, and retention.

• Design and refine omnichannel care experiences across phone, portal, SMS, and digital channels.

• Use data and AI-powered tools and workflows to surface insights, identify journey gaps, and create more comprehensive, proactive service designs.

• Translate research and data into prioritized service and digital engagement improvements.

• Partner with engagement strategy and content operations to ensure designed solutions actually get delivered.

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

• 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:

• Experience working with clinicians.

• Demonstrated success improving care or appointment-driven journeys.

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

• Demonstrated ability to design within CMS and compliance constraints.

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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, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be perf