Service Design Senior Manager - Fully Remote

Job DescriptionAt CVS Kidney Care & Home Health, we challenge the status quo because today's standards and treatments are not enough. We are revolutionizing what it means to care for people across every community because we are committed to helping them live healthier lives.We have the courage to chart new territories, the agility to explore the unknown, and the team spirit to get there. Our people have the heart to make it happen and know that the biggest, boldest challenges of today are the ones that don't come with instruction manuals. We encourage every employee to take pride in what they create - testing and learning along the way. Help us write the book.If you have a customer-first mindset, strong background with value-based care, program design, care gap closure, care quality, risk and care measures, collaboration with clinical teams and desire the opportunity to have a meaningful impact on the people we serve, CVS Home Health might just be the next best step in your careerAs an integral member of our Kidney Care Experience group, the Service Design Senior Manager position is responsible for uncovering patient and provider insights, developing personas and customer journeys, defining future state experiences and translating that into service design blueprints.The Senior Manager contributes to service design efforts and solves complex business challenges on large-scale initiatives across several projects simultaneously. This role is a staunch advocate of the patient or provider, as well as mentor to less experienced design colleagues. The role provides informal work direction to other design colleagues and collaborates across departments, works independently and requires limited direction and it provides recommendations and influences strategic decision making. Additional responsibilities include: Collaborate with UX team members and product, business and technology partners to ensure shared understanding of business and patient/provider goals Conceptualize, design and define breakthrough service experiences, drawing inspiration from research, patient/provider goals, and the world around you Partner with research, strategy, and analytics teams when appropriate to inform and validate design decisions Map patient/provider interactions to the backstage of service design blueprints working with architects, operations and clinical teams Gain stakeholder support for designs by clearly communicating design vision and rationale Translate complex cognitive challenges across multiple projects into elegant service experiences delivered across multiple channels (e.g., digital, phone, in clinic, in home, etc.) Develop deep understanding of customer journeys, personas and segmentation within your portfolio of projectsRequired QualificationsMinimum 7 years of experience in service design or experience design.Travel up to 5%COVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred QualificationsAbility to dive into projects at any level of definition with creativity and drive.Demonstrated knowledge of user-centered design philosophy and process, as well as experience leveraging user research effectively.Experience with agile and lean software development practices.Experience collaborating & partnering with multiple groups: Development, Product Management, Research, etc., to define and execute on a product development roadmap across multiple projects.Strong portfolio of work including examples of customer research, journey mapping and service design blueprints.Empathetic with patients and providers in a sensitive environment.Strong attention to detail and passion for excellence.Proven ability to work in a matrix team environment and demonstrate thought leadership and ability to influence where no direct line of control exists.Understanding for inclusion & proficiency with accessibility principles and practices.5+ years of experience mentoring, coaching and delegating the work of more junior colleaguesMaster's Degree.EducationBachelor's degree in Human-centered Design, Psychology, Interaction Design, Product Design, Human Factors or related field.Business OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Created: 2025-10-04