Job Description

A bit about this role:

We’re on an exciting journey of growth, and we’re looking for a Senior Service Designer focused on our Devoted clinical journeys.

This role improves how members access, experience, and stay engaged in care — especially around appointments, retention, and continuity of care. You’ll design across our full omnichannel and digital ecosystem, using data and insights to ensure that engaging with Devoted feels seamless, proactive, and supportive.

We’re looking for someone who is member-centric and AI-forward. In addition to conducting and analyzing user research you will be able to (or eager to) use AI-enabled tools (including conversation design and automation) to make clinical journeys more connected, intelligent, and scalable — while protecting the human context of care.

You’ll partner closely with clinical, member experience, and content teams to shape how we support members in moments of care — across phone, portal, SMS, and digital channels. Because so much of the Devoted experience is rooted in engagement, experience with communication or campaign platforms is a strong plus.

This role explores how human clinicians, service teams, and AI-enabled systems work together to deliver care that is trustworthy, compliant, and humane — particularly in moments that are complex, emotional, or high-stakes.

• Balance business scale with member-first clinical care, making Devoted feel almost “too good to be true.”

• Use qualitative and quantitative data to create a shared understanding of member needs within clinical workflows.

• Design, map, and refine omnichannel clinical journeys.

• Rally clinical and operational stakeholders around a clear, compliant, and measurable service vision.

Your Responsibilities and Impact will include:

• Lead service design for clinical journeys tied to appointments, engagement, and retention.

• Design and refine omnichannel care experiences across phone, portal, SMS, and digital channels.

• Use data and AI-powered tools and workflows to surface insights, identify journey gaps, and create more comprehensive, proactive service designs.

• Translate research and data into prioritized service and digital engagement improvements.

• Partner with engagement strategy and content operations to ensure designed solutions actually get delivered.

• Prototype and test new service, campaign, and communication concepts.

• Measure and present impact using operational data, analytics, and AI — using this intelligence to continuously evolve the experience.
  

Required skills and experience:

• 6–8+ years in service design, systems design, or experience strategy.

• Strong fluency in qualitative and quantitative research and data synthesis.

• Comfort designing within a complex, regulated environment and leading cross-functional initiatives.

• A bias toward clarity, practicality, and momentum.

• Comfort partnering with executive stakeholders.

• Remote, with the ability to work east coast hours when needed

Desired skills and experience:

• Experience working with clinicians.

• Demonstrated success improving care or appointment-driven journeys.

• Experience using AI or automation to enhance service design without losing sight of the end-to-end member journey.

• Demonstrated ability to design within CMS and compliance constraints.

#LI-Remote

Salary range: $104,000 - $155,000 annually

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock options for all employees

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce.

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission!

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.