Consumer Experience Service Designer

## Consumer Experience Service Designer**Service Designer – Consumer Experience**The Service Designer will play a critical role in shaping how patients and members experience care within Sentara Health. This individual will collaborate with journey managers, clinical and operational leaders across the system to map, analyze, and maintain end-to-end journeys for both care delivery and health plan consumer interactions. By applying design thinking, journey mapping, and service blueprinting, the Service Designer will help identify friction points, improve touchpoints across channels, and create seamless, consumer-centered experiences.**Key Responsibilities** Partner with Journey Management to translate current-state journeys into actionable future-state designs that enhance consumer experience and operational efficiency.Requirement:Certification:* No specific certifications are requiredEducation:**Qualifications** * 3+ years of experience in service design, CX/UX strategy, or healthcare experience strategy.* Expertise in journey mapping and service blueprinting tools ( e.g., Miro, Figma, Lucid, Smaply)* Strong understanding of care delivery workflows and health plan administration processes* Proven track record in facilitating cross-functional workshops and leading human-centered design initiativesBachelor’s degree in Service Design, Experience Design, Healthcare Administration, or related field (Master’s preferred).3+ years of experience in service design, CX/UX strategy, or healthcare experience strategy. Experience working within healthcare at a health system, health plan, or integrated delivery network.Knowledge of regulatory and compliance considerations and their impact on healthcare journeys. Knowledge of care management models and digital health solutions. Position will start by reporting to the Director of Consumer Experience, but post-onboarding will transition to report to the Journey Management team.**Benefits: Caring For Your Family and Your Career****•** Medical, Dental, Vision plans• Adoption, Fertility and Surrogacy Reimbursement up to $10,000• Paid Time Off and Sick Leave• Paid Parental & Family Caregiver Leave• Emergency Backup Care• Long-Term, Short-Term Disability, and Critical Illness plans• Life Insurance• 401k/403B with Employer Match• Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education• Student Debt Pay Down – $10,000• Reimbursement for certifications and free access to complete CEUs and professional development•Pet Insurance

•Legal Resources Plan

•Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met. #J-18808-Ljbffr