Service Designer/Researcher

Overview

Designing for Salesforce is a MUST

Experience with patient experiences strongly preferred

Aquent is partnering with a global leader in health innovation, a company dedicated to improving well-being worldwide. We’re seeking a visionary professional to join their dynamic team and drive impactful change. This is a unique opportunity to directly influence how individuals interact with vital health support systems, ensuring seamless, empathetic, and effective journeys that truly make a difference in people’s lives.

In this pivotal role, you will be instrumental in defining end-to-end service experiences, crafting comprehensive blueprints, and developing insightful personas that guide the evolution of critical support programs. Your work will directly enhance the experiences of diverse stakeholders, from patients and healthcare professionals to support agents, by uncovering needs and translating them into innovative design solutions. You’ll be embedded within product teams, fostering a culture of continuous learning and iteration. Your ability to facilitate collaboration across diverse teams will be key to transforming insights into impactful solutions, directly contributing to the success of patient-centric support programs and the overall mission of delivering better health outcomes.

Responsibilities:

• Define and evolve end-to-end service blueprints and user personas.
• Conduct ongoing workshops to identify problem areas and opportunities for discovery within health support initiatives.
• Facilitate cross-functional ideation sessions to define hypotheses, test solutions, and incorporate findings into design.
• Collaborate closely with development teams in agile environments to ensure designs are implemented as intended.
• Support the design of connected experiences for key personas, including healthcare professionals, patients, call center agents, nurse navigators, and field reimbursement managers.

Must-Have Qualifications:

• Proficiency in Figma.
• Demonstrated experience in defining end-to-end service blueprints and developing personas.
• Proven ability to run workshops for problem identification and discovery.
• Experience facilitating cross-functional ideation sessions (hypothesis definition, testing, learning, and design incorporation).
• Familiarity with agile development processes and collaborating with development teams.
• Background in patient experience and support programs.
• Experience within the pharmaceutical or healthcare industry.
• Prior experience designing on enterprise-level digital experience or CRM platforms.

The target hiring compensation range for this role is $85 to $95 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! 

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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