Service Design Manager

The Service Design Manager will help build and scale new customer experience functions. This role is strategic, and hands-on for an individual who can lead research, map and redesign end-to-end services, and turn patient, operational, and business insights into measurable improvements. This person will play a key role in shaping how OrthoCarolina understands and improves the full patient and operations journey across channels and touchpoints.

Essential Functions:

• Focus on conducting research, creating and maintaining service blueprints and journey artifacts, identifying opportunities to improve omnichannel experiences, defining KPI frameworks, and serving as a strong voice of the customer and patient across the organization. 

• Lead qualitative and mixed-method research across patients, caregivers, providers, staff, and operational stakeholders

• Identify unmet needs, friction points, service gaps, and improvement opportunities across the end-to-end patient and operational journey

• Improve experiences across key moments such as scheduling, intake, communications, visits, follow-up contact center interactions, care coordination, and related service journeys

• Translate research and operational insights into clear recommendations, prioritized opportunities, and action plans

• Facilitate workshops and working sessions to align stakeholders around journey challenges, future-state concepts, and service improvements

• Support implementation and change efforts by helping teams operationalize experience improvements in practical, measurable ways

Qualifications:

• Bachelor’s degree in one of the following is preferred: Healthcare Communications, Healthcare Administration, Psychology or Computer Science
• 6+ years of experience in service design, journey management, experience strategy, customer research, operational improvement, or related fields
• Strong experience conducting research and synthesizing findings into actionable service and operational improvements
• Proven ability to create and maintain service blueprints, journey maps, and other end-to-end experience artifacts
• Experience improving complex services that span multiple teams, channels, systems, and handoffs

Skills & Abilities:

• Ability to connect customer and patient needs with business goals, operational realities, and measurable outcomes
• Strong facilitation, communication, and stakeholder management skills
• Comfort working in ambiguity and helping define new processes, practices, and ways of working
• Strong systems thinking and problem-solving skills
• Experience developing KPI frameworks and measuring impact over time

Employee Type

Regular

Qualifications

Skills

Customer Experience Improvement, Design, Design Strategy, Interaction Design, User Experience (UX), User Experience (UX) Design, User Feedback, User Research

Education

Certifications

Language

Work Experience