Consumer Experience Service Designer

Service Designer – Consumer Experience

Position Summary
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

• Journey Mapping and Maintenance

• Develop, document, and maintain detailed journey maps across care delivery and health plan domains (e.g. Find and Schedule Care, Member Enrollment and Onboarding, etc.).

• Partner with Journey Management to translate current-state journeys into actionable future-state designs that enhance consumer experience and operational efficiency.

• Maintain journey asset libraries for ongoing system-wide use and alignment.

• Care Delivery Journeys

• Map and optimize experiences for:

• Find and schedule care

• Primary and specialty patient care

• Acute patient care

• Paying for care

• Complex patient care navigation

• Health Plan Journeys

• Map and optimize experiences for:

• Enrollment and onboarding

• Provider selection and benefit utilization

• Cost management and claims

• Member issue resolution

• Member renewal and retention

• Design and Facilitation

• Facilitate co-design sessions with patients, members, clinicians, and operational teams to surface needs and pain points.

• Develop service blueprints that connect front-stage consumer touchpoints with back-stage processes, systems, and staff roles.

• Collaborate with digital, clinical, and operations teams to ensure journey solutions align with organizational strategy and technology.

• Measurement and Continuous Improvement

• Define journey success metrics aligned with consumer outcomes, utilization, and satisfaction.

• Partner with Consumer Insights and Analytics teams to track journey performance and recommend continual improvements.

• Embed insights, feedback, and data into design refinements.

Qualifications

Requirement:

• 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 initiatives

Certification:

• No specific certifications are required

Education:

• Bachelor’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.

• Expertise in journey mapping and service blueprinting tools (e.g., Miro, Figma, Lucid, Smaply).

• 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.

• Comfort with metrics-based management and linking journeys to measurable organizational outcomes.

Onsite Expectations

• Position is currently listed as remote, but hybrid accommodations can be made (in-office work 2-3 days a week) if candidate is local to Sentara headquarters in Virginia Beach, VA.

Reporting Structure

• Position will start by reporting to the Director of Consumer Experience, but post-onboarding will transition to report to the Journey Management team.