Ascension
We are reshaping the way we deliver healthcare nationwide!
Chicago, IL

Sr. Director, Service Design at Ascension

| Chicago
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Job Description

We Are Hiring
 

The Ascension Studio is seeking a Senior Director, Service Design to collaborate in our work creating the future of people-centered healthcare. This role will be responsible for leading the Service Design discipline, serving as part of Studio leadership, and supporting the use of human-centered design across the organization.

 

Ideally, this person should be located in St. Louis, Chicago, or Austin.

 

Background

Ascension, one of the largest non-profit healthcare systems in the United States, has established an in-house, interdisciplinary Research & Design team tasked with designing the technology-enabled services and experiences of healthcare across the entire spectrum of care delivery. This team – in deep collaboration with colleagues in product management, technology, clinical practice, and more – uses human-centered design methods to understand the needs and motivations of our patients and clinicians and bring solutions to life.

 

Our team, comprised of Experience Research, Service Design, Communications Design, and UX Design, aspires to create seamless, end-to-end experiences for those we serve through a cohesive ecosystem of well-designed, user-friendly services, products, and applications. From problem discovery to product delivery, we put people at the center of everything we do.

 

#ascensionstudio


What You Will Do
 

As Senior Director of Service Design, you will lead the Service Design discipline and represent it within Studio leadership and Ascension operations. This will include mentoring and developing team members, setting and fulfilling strategy for the discipline, and ensuring high quality service design work through implementation of best practices.

 

The Service Design team is responsible for creating seamless service experiences for patients, caregivers, and clinicians, with consideration for entire end-to-end journeys. As a comprehensive healthcare system that includes a vast range of healthcare services, this could include the design of virtual care delivery, nurse communications, remote health monitoring, operating room operations, financial transparency and payment, care coordination, and more.

 

Expert capability in assessing service journeys, creating journey maps and service blueprints, and the use of human-centered design methods are critical to this role. An understanding of how services interplay with digital experiences, technology, communications, and physical environments is highly valued, as is experience with healthcare, retail services, and behavioral economics.

 

The work of the team is anchored in human-centered design methodology and includes research and synthesis to understand latent user needs, design explorations to iteratively generate design options, ample prototyping to bring ideas to life, collaboration with product, operations, marketing, and clinical colleagues, and a relentless passion for engaging directly with the user to continuously improve their experience.

 

Key Responsibilities

  • Set and drive strategy for scaling design impact across the organization
  • Hire and cultivate talent within the Service Design discipline
  • Scope, staff, and advise complex and strategic design programs, including both those within the Studio and in an advisory capacity to other teams within Ascension
  • Serve as subject matter expert on human-centered design, design thinking, and Service Design
  • Participate in strategic prioritization and roadmapping of the Studio portfolio
  • Guide and participate in design activities across exploratory, evaluative, and validation phases, including but not limited to research, synthesis, ideation, co-design sessions, prototyping, production design, and launch
  • Inspire Studio teams and Ascension leadership through communication of experience visions and advocating for great design within healthcare

What You Will Need
 

Education:

  • Bachelor's degree required.
  • Master's degree preferred.
  • Bachelor’s or Master’s degree with a focus on Design, or equivalent experience applying your degree in relevant Design roles.

Work Experience:

  • 7 years of professional experience in Service Design required, 10 years preferred.
  • 5 years of leadership or management experience preferred.
  • Experience building and leading Service Design teams and operations.

Preferred Qualifications:

  • A passion for people and helping them flourish through design
  • Experience representing Service Design and human-centered design with executive leadership
  • A strong portfolio of work in service design, showcasing experience across the span of the design process
  • Experience in designing with a wide range of service experience touchpoints, such as interpersonal communications, digital technologies, physical communications collateral, and physical space design
  • Fluency in service design methods, such as creation of user journeys, service blueprints, service playbooks, service provider training, and more
  • Experience collaborating with UX design, and operations teams, as well as managing engagements with external partners
  • Excellent storytelling and technical communication skills

Portfolio required. Please include a link to your portfolio on your resume.


Why Join Our Team
 

Ascension is a faith-based healthcare organization dedicated to transformation through innovation across the continuum of care. As one of the leading non-profit and Catholic health systems in the U.S., Ascension is committed to delivering compassionate, personalized care to all. In FY2020, Ascension provided $2.4 billion in care of persons living in poverty and other community benefit programs. Ascension includes more than 160,000 associates and 40,000 aligned providers across a national network of ministries. We offer rewarding careers across more than 2,600 sites of care – including 146 hospitals and more than 50 senior living facilities – in 19 states and the District of Columbia.


Equal Employment Opportunity Employer
 

Ascension is an equal opportunity employer (EEO) and affords equal opportunity to all associates and applicants without regard to race, color, religion, national origin, gender identity, sexual orientation, age, physical or mental disability, veteran status, genetic data, or other legally protected status.

For further information regarding your EEO rights, click on the following link to the “EEO is the Law” poster:

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

EEO is the Law Poster Supplement

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.

See More

Where we are

200 South Wacker Drive, Chicago, IL 60606

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • SketchDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM
    • SendGridEmail
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What are Ascension Perks + Benefits

Ascension Benefits Overview

While the Ascension network expands across the United States, a common bond unites our caregivers at each ministry: the desire to provide compassionate, personalized care for all — especially those most in need. To ensure we are caring for the needs of our quality associates, we offer affordable, accessible care through our comprehensive benefits program. With many choices, you can select the plans that best meet your needs, providing security now and in the future

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Online course subscriptions available
Customized development tracks

An Insider's view of Ascension

How would you describe the company’s work-life balance?

I would describe our company’s work life balance as very supportive and even encouraged. Although many of our team members are busy with their assigned workload, I am supported by my leadership to plan vacation or time off to recharge, take care of personal items or just spend time with friends and family.

Ronna

Manager - Software Engineering Operations, Program and Strategy

What makes someone successful on your team?

My goal is never to tell my teams how to do something. I want my teams to feel empowered to own their solutions in addition to the creative process it takes to get them there. When a team’s software exceeds the mark, I ensure they receive the recognition they deserve as part of their commitment to supporting our healthcare communities

Michael

Director of Software Engineering

Jobs at Ascension
11

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Dev + Engineer
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