Job Description

About the Role:

A leading healthcare organization is seeking a Service Designer to revamp the digital member experience for Over-the-Counter (OTC) and Dental benefits. This is a high-impact role for someone passionate about accessibility, service ecosystems, and designing with empathy—especially for aging or non-tech-savvy populations.

This role is a contract through the end of the year, 40 hours per week. Candidates work primarily remotely but must be currently located in Long Beach or surrounding cities with the ability to go on-site for meetings.

No C2C - C2C vendors will be blocked!

Key Responsibilities:

• User Research & Discovery
• Interview members to understand pain points within the OTC and dental sections of the health portal
• Conduct usability testing and identify accessibility barriers
• Journey Mapping
• Map out current vs. ideal member experiences for ordering OTC items, checking balances, and accessing dental services
• Service Blueprinting
• Define the full-service architecture—frontstage interactions and backstage systems
• Partner with IT, customer support, and third-party vendors to align workflows
• Prototyping & Testing
• Quickly prototype improvements using Figma, Mural, or your preferred tools
• Validate solutions with real users to ensure effectiveness before implementation

Who We’re Looking For:

• 5+ years of service design or UX strategy experience—healthcare or regulated industries strongly preferred
• Proficiency with tools like Figma, Mural, Miro
• Experience building journey maps, service blueprints, and collaborating across technical and non-technical teams
• Strong understanding of inclusive design and accessibility principles
• Clear communicator and confident facilitator

Details:

• Remote-first role with once-a-month onsite sessions in Long Beach, CA
• Business casual when onsite
• All equipment provided

Why This Role Matters:

You’ll help transform how patients engage with their benefits—removing friction, building trust, and creating meaningful improvements in how care is accessed and managed.

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