What You’ll Do

• Lead and facilitate cross‑functional workshops and co‑creation sessions to frame problems, generate ideas, and align teams around a shared vision.
• Own end‑to‑end service design initiatives, from discovery through to delivery, across digital, human, and operational touchpoints.
• Plan and conduct research (qualitative and quantitative) to uncover member and employer, employee needs, behaviors, and pain points.
• Synthesize insights into clear, actionable opportunities that balance member/employer value and business impact.
• Create and evolve service artifacts such as journey maps, service blueprints, ecosystem maps, and user flows to drive alignment and decision‑making.
• Translate concepts into action by partnering with product, technology, and operations teams to shape roadmaps, feature development, and future‑state problem solving.
• Design new service propositions that align user needs with strat...