Lead and facilitate cross‑functional workshops and co‑creation sessions to frame problems, generate ideas, and align teams around a shared vision.
Own end‑to‑end service design initiatives, from discovery through to delivery, across digital, human, and operational touchpoints.
Plan and conduct research (qualitative and quantitative) to uncover member and employer, employee needs, behaviors, and pain points.
Synthesize insights into clear, actionable opportunities that balance member/employer value and business impact.
Create and evolve service artifacts such as journey maps, service blueprints, ecosystem maps, and user flows to drive alignment and decision‑making.
Translate concepts into action by partnering with product, technology, and operations teams to shape roadmaps, feature development, and future‑state problem solving.
Design new service propositions that align user needs with strat...