ABOUT THE ROLE

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As a principal individual contributor on our Service Design team, you’ll lead complex, cross-functional design efforts that span the full end-to-end service experience. You’ll bring mastery of service design methods and systems thinking to help shape strategy and enable delivery in one of the most nuanced industries: healthcare.

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You’ll work independently and collaboratively, drawing on deep experience to guide teams through ambiguity, align stakeholders around shared understanding, and coach less experienced designers along the way. You’ll also be a key partner to category leads, product owners, researchers, and operational leaders, helping to translate insights and opportunities into actionable service strategies.

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This role is ideal for someone with 10+ years of applied service design experience who is confident in navigating complexity, influencing at multiple levels, and advancing design maturity within an organization.

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LOCATION: Dallas, Tx. In-office weekly

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WHAT YOU’LL DO

\n\nLead service design engagements from discovery through to implementation, using a mix of systems thinking, journey mapping, blueprinting, and service prototyping to inform strategy and guide delivery.\nFrame problems and opportunities at the right altitude for the team and stakeholders, balancing business needs, operational realities, and customer impact.\nBuild alignment across disciplines through clear, strategic storytelling — both visual and verbal — and facilitation of collaborative working sessions.\nTranslate insights into actionable service opportunities, helping teams define how services should work across touchpoints, teams, and technologies.\nRapidly prototype and validate service concepts using appropriate fidelity — from conceptual flows and roleplay scenarios to interactive prototypes and workflows.\nMentor and guide junior service designers, offering feedback, modeling best practices, and helping shape their development as practitioners.\nAct as a subject matter expert in service design, helping cross-functional teams understand and apply service design tools and principles.\nContribute to the growth and refinement of the service design practice through method development, knowledge sharing, and collaboration with other disciplines.\n\n

WHAT SUCCESS LOOKS LIKE

\n\nYou bring 7–10+ years of hands-on service design experience, including leading engagements with cross-functional teams in complex, matrixed organizations.\nYou demonstrate fluency in service design methods and frameworks — and know when to adapt or combine them to fit the needs of the work.\nYou have a portfolio that showcases your ability to solve for service delivery challenges and shows how your thinking influenced decisions and outcomes.\nYou’re comfortable navigating ambiguity and proactively structuring work — from defining the challenge to shaping the engagement approach.\nYou are a trusted collaborator and thought partner to journey leads, product managers, researchers, operations leaders, and others.\nYou lead with curiosity, empathy, and pragmatism, and can zoom in on service details or zoom out to big-picture strategy when needed.\nYou give and receive feedback well, and see mentoring as part of your responsibility to the craft and the team.\nYou understand how to tell stories that resonate — not just with design peers, but with operational, clinical, and executive stakeholders.\nYou advocate for service quality, equity, and feasibility in equal measure.\n\n

BONUS IF YOU HAVE

\n\nExperience working in healthcare, regulated industries, or other service-heavy ecosystems.\nComfort facilitating sessions with senior stakeholders or large cross-functional groups.\nAbility to translate strategic intent into actionable plans and artifacts for teams to execute.\nFamiliarity with tools like Figma, Miro, Adobe Creative Suite, Jira, and service research methods.\n\n

MINIMUM QUALIFICATIONS

\n\nEDUCATION - Bachelor's or 4 years of work experience above the minimum qualification\nEXPERIENCE - 5 Years of Experience\n