Service Designer, CXI

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 285,000 members in California, Arizona, Nevada, and Texas. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn; Facebook; and Twitter.

The Job

Are you passionate about designing with purpose and impact? Join us in reimagining the future for older adults.

We're looking for a Service Designer who believes that great design can change lives - not just improve experiences. In this role, you'll be part of a dynamic, cross-functional team committed to creating transformational solutions that empower aging populations with dignity, joy, and independence.

The Service Designer (Project Principal) leads strategic projects through the research and experience design phases for SCAN's key constituents including prospects, members, brokers, and/or providers. This role is accountable for research planning and execution, experience design and actionable insights generation for business teams, driving strategic growth, retention and health outcomes. This role owns 2-3 projects concurrently and will facilitate cross-functional workshops and collaborate with both business and IT leaders to define the business opportunity and design concepts to address the opportunity utilizing actionable insights and data.

You Will

• Lead end-to-end, agile service design projects including research planning and execution (as needed), experience design, and phase 1 implementation. An initial focus for this role will be transforming VOC insights into action.
• Facilitate cross-functional workshopswith business and IT teams to define opportunity statements and co-create solutions based on industry, competitor and user research. Use actionable insights from member data, journey mapping, and stakeholder input to align on priorities and design direction. Design deliverables range from user stories, service blueprints, storyboards, journey maps, experience maps, experience mockups.
• Develop service design artifactssuch as journey maps, experience blueprints, service blueprints, and mockups. These deliverables will visualize current and future state member experiences across all touchpoints, helping to identify gaps and opportunities. Initial scope will focus on SCAN-initiated engagements.
• Build business cases and ROI modelsfor proposed enhancements. Collaborate with cross functional stakeholders to refine model and gain finance approval.
• Engage with stakeholders across SCAN, including Marketing, Pharmacy, Product, Member Services, and IT. Represent both business and technical perspectives in design discussions, and clearly communicate the rationale behind design decisions through compelling storytelling and presentations
• Analyze voice of the consumer data, member experience data, industry trends and market forces to create actionable insights for Senior leadership and incorporate the data to inform opportunity definition and design phase
• Utilize research expertise that is both broad and deep to collect and synthesize needed information. This includes, writing questionnaires, analyzing data and managing internal workgroups and outside agencies
• Conduct user testing to validate designs and support implementation.
• Champion SCAN's mission and ways of working, maintaining strong working relationships across departments. Encourage open dialogue, shared ownership, and continuous learning throughout the design and implementation process

Your Qualifications

• Bachelor's Degree, preferably in User Experience, Business Strategy, Social Sciences preferred
• Experience Preferred: 5 years management consulting experience preferred
• 2+ years Business case creation and ROI Analysis experience
• Experience with healthcare payers and / or Medicare Advantage preferred
• Experience with project and / or plan implementation, managing multiple stakeholders with different priorities and moving a cross-functional team towards the same goal in terms of execution
• Strong analytical and problem-solvingskills with attention to detail
• Highly developed oral and written communications skills with the ability to effectively convey information in a clear and concise manner; strong presentation skills
• Ability to excel in an ambiguous environment, flexing to new priorities
• Ability to manage multiple priorities in tandem and ability to flex between the projects will be required
• Proven track record of applying human-centered design methodologies to solve complex service challenges, with experience in journey mapping, service blueprinting, and participatory research
• Ability to document processes and analyses for reference/re-use is required

What's in it for you?

• Base Pay Range: $106,200 to $151,910 annually
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

#LI-JB1 #LI-Hybrid