Service Designer

The Enterprise Contact Center Service Designer will collaborate 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.

A Brief Overview

The Service Designer will collaborate with clinical, operations, technology, and various functions across Stanford Health Care to design and improve services that connect patients, care partners, providers, and employees (collectively as "service users") seamlessly across all service delivery channels. Working as part of cross-functional project teams, the service designer will conduct qualitative and quantitative user research, create alignment artifacts, identify improvement opportunities, and co-create solutions that enhance service experiences. This role combines human-centered design with systems thinking, skillfully balancing user experience and operational goals.

Locations

Stanford Health Care

What You Will Do

• Collaborates cross-functionally on projects aimed at reducing service users' experience of organizational complexity. Engages colleagues with diverse interests, needs, and values throughout the process.
• Plans, conducts, and manages primary and secondary research to understand experience challenges for service users, and validates hypotheses using qualitative and quantitative methods, including interviews, intercepts, usability testing, and surveys.
• Co-creates, tests, and evaluates digital and non-digital design prototypes of increasing fidelity with service users.
• Communicates and builds alignment for design decisions based on user research, operational data, testing results, and industry practices through journey maps, service blueprints, and other alignment artifacts.
• Identifies and advocates for integration needs across the service ecosystem to deliver simpler and more consistent experiences to service users.
• Establishes and implements methods for measuring service user experiences, ensuring that baselines, ongoing evaluation, and adjustments are considered for relevant projects and broader organizational initiatives.
• Promotes human-centered design mindset and methods in support of C-I-CARE culture and Office of Patient Experience aims.
• Supports department leadership in communicating experience-related concepts to internal and external stakeholders.
• Performs other related and incidental duties as needed or assigned.

Education Qualifications

Experience Qualifications

Required Knowledge, Skills And Abilities

Physical Demands and Work Conditions

Blood Borne Pathogens

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

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. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

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