Job Description

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

Job Summary

A Service Designer 3 leads BSWH strategic initiatives through a customer's perspective. They choreograph processes, technologies, and interactions to deliver human-centered services for patients and families. We are building a versatile team of designers with strengths in system thinking, simplifying complexity, and facilitating creativity. The Service Designer 3 collaborates with research, product design, content design, engineering, analytics, product managers, and CX leadership. They help uncover opportunities, influence stakeholders with storytelling, gather feedback, and create alignment through strategic visions and innovation.

WHAT IS EXPECTED

Craft:
Advance BSWH customer-centric digital experiences with innovative solutions. Inspire and motivate other designers. Demonstrate artistry in communicating strategic ideas. Distill complex ideas for quick comprehension. Create design cohesion across the ecosystem.

Leadership and Relationships:
Coach and mentor other designers and team members. Provide direct feedback, critique, and strategic direction to improve the experience. Serve as a key advisor across product teams. Build alliances and help teams resolve differences to deliver excellence.

Process:
Influence and inspire teams and managers on product design strategies, design process, and opportunities. Create and direct design quality processes, pattern libraries, frameworks, and other tools. Support quality and consistency across multiple projects and teams. Invite and conduct design critiques and reviews.

Essential Functions of the Role

• Build frameworks that support our evolving organization such as: Experience mapping, cross-functional collaboration activities, vision storyboards, service blueprints, etc.
• Translate BSWH branding and existing patterns and frameworks into solutions that scale across different experiences.
• Work together with stakeholders and product managers to align on concepts and requirements.
• Bring concepts and requirements to life in end-to-end user experiences and choose the appropriate medium and fidelity to present them.
• Build interactive prototypes, service blueprints, and/or storyboards to test ideas and communicate them internally and externally.
• Inspire trust and confidence in design recommendations by establishing clear rationale, customer insights, root cause analysis, and feedback.
• Iterate quickly and explore multiple solutions for a given problem.
• Understand and continually evangelize our customers and what they need to make informed healthcare recommendations for themselves and their families.
• Stay informed on current developments in design and industry trends.
• Promote inclusive design across services, touchpoints, and processes.
• Collaborate with product managers, engineers, QA, and designers. Facilitate research, strategy, ideation, design, and testing of new product or service concepts.
• Assist the Customer Journey, Consumer Solutions, and Digital teams. Organize and facilitate activities to keep the team organized and thinking critically and strategically.
• Perform other position-appropriate duties as required in a competent, professional, and courteous manner.

Key Success Factors

• 5+ years of experience in applied service design, service design degree, or cumulative parallel experience and service design certification.
• Experience creating and facilitating collaborative workshops.
• Impressive creative portfolio demonstrating your awesome work, including the ability to demonstrate a diverse range of projects.
• Effortless communication/presentation skills, natural collaborator.
• Experience with Agile/Scrum methodologies, and a willingness to adapt and customize them as needed.
• Evangelize design best practices across mediums (digital and physical).
• Exceptional knowledge of collaboration facilitation methodologies, Miro, Figma, Figjam, Adobe Creative Cloud, or similar tools. A dedicated desire to always learn more.
• Create service prototypes, blueprints, and storyboards to showcase concepts quickly. Understand customer and business problems they solve and how to deliver them.
• Experience working with and contributing to established brand guidelines, style guides, and/or code-based design systems.
• Ability to work from low fidelity to high fidelity.
• Ability to work collaboratively within cross-disciplinary teams.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
• EXPERIENCE - 5 Years of Experience

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