WHAT YOU WILL DO

Lead the Service & Systems Design function for our Programs in India.

Be the voice of the user

• Ensure the the voice of the user (and stakeholders) is represented in the context of India by deeply understanding all aspects of the health condition area and identifying nuances, working closely with the cross-functional global programs team.

Look at the big picture

• Facilitate the creation of systems maps for new condition areas in line with org standards and guidelines, that reflect the constraints and challenges of the health system within which the Care Companion program will be delivered.
• Guide the team to create service design frameworks and identify patient & caregiver touchpoints that will drive intended outcomes and support in the development of the theory of change for new health condition areas, in collaboration with relevant teams in India.
• Ensure new services are understood by all relevant stakeholders, by leading the creation of flowcharts, maps, walkthroughs, decks, storyboards etc with required support from other program design & development teams.
• In tandem with the cross-functional global programs team, facilitate the analysis of existing services and experiences across programs via co-creative visualization and blueprinting in order to identify pain points, as well as possible suggestions for improvement.

Zoom in to consider various aspects of the program

• Work closely with product and engineering teams to decide the modes of engagement for digital components of the program, from a UX point of view for both frontstage and backstage.
• Design and support backstage processes, by providing internal teams with tools for improvement across program delivery and digital product interactions.
• Support in finalization of tools and artifacts, including prototyping & testing, in collaboration with medical, health communications, creative design and training teams, to ensure that the program is consistent and in line with envisioned service design.

Push Service & Systems Design forward

• Lead a team of mid to senior level service designers and design researchers to design and redesign services, experiences, products and programs.
• Be a strong advocate for service & systems design in a quickly growing organization consisting of varied talents and perspectives.

WHO ARE WE LOOKING FOR

• Master’s degree in Design followed by 7-9 years of experience, OR an undergraduate degree in any other field followed by at least 10-12 years of experience in Design Research, Design Strategy, Social Design, UX / Interaction or Service Design disciplines.
• Experience in visualizing service models, journey maps and service blueprints as needed.
• A good understanding of collaborative visualization software (Ex: Mural, Miro, Figjam).
• Experience in managing multiple fast-paced projects with tight timelines.
• Excellent collaboration and problem solving skills. Prior experience of working in cross-functional teams, and leading a team.
• Attention to detail, process documentation and basic project management skills.
• Good understanding of qualitative and quantitative data analysis is a plus.