Principal Service Designer

📍 Job Overview

Job Title: Principal Service Designer Company: Reema Health Location: Minneapolis, MN Job Type: Full Time Category: Product Design / Service Design Date Posted: 2025-09-26 Experience Level: 7+ Years (Principal Level) Remote Status: Hybrid

🚀 Role Summary

• Lead the end-to-end design of Reema Health's service experiences, focusing on creating seamless, human-centered interactions for members navigating healthcare support.
• Systematize new workflows and continuously improve existing operational processes, ensuring they are both member-centric and operationally sound.
• Bridge the gap between product innovation and program operations by translating complex healthcare requirements into intuitive experiences for members and care team users.
• Drive technology-informed service improvements by analyzing outcomes data to design and implement scalable workflows that enhance member experiences and health outcomes.
• Champion integrated care models by leveraging deep understanding of service delivery to design experiences that meet individuals where they are, particularly vulnerable or underserved populations.

📝 Enhancement Note: This role is positioned as a "Principal" level, indicating a senior individual contributor with significant autonomy and strategic influence, reporting directly to the Director of Product Design. The focus on "Service Design" within a healthcare tech startup emphasizes a blend of user experience, operational process design, and business strategy. The role requires a strong understanding of regulated industries and the ability to balance compliance with human-centered design.

📈 Primary Responsibilities

• Service Design Strategy & Execution: Own the comprehensive design of program experiences, including systematizing new workflows and optimizing existing ones based on data, user feedback, and operational constraints. This includes the seamless integration of community guide models with clinical care delivery.
• Cross-Functional Collaboration: Work intimately with the program operations team to ensure service designs are both member-centric and operationally feasible, translating intricate healthcare needs into straightforward experiences for staff and members. Partner with technology teams to analyze outcomes data and implement workflows that improve scalable member experiences and health outcomes.
• Process Innovation & Optimization: Design, create, and implement new operational processes, iterating based on real-world feedback and performance metrics. Identify opportunities for service design improvements through rigorous data analysis.
• Compliance Integration: Ensure that all service designs seamlessly incorporate compliance and regulatory requirements without compromising the human-centered nature of the experience. Develop processes that are compliant and effective for users.
• Human-Centered Approach: Leverage deep understanding of delivering scalable services to design experiences that genuinely meet people's needs, focusing on accessibility and breaking down barriers in healthcare support. Champion the needs of vulnerable or underserved populations.
• Strategic Thinking: Embrace business constraints and regulatory parameters as design opportunities, integrating them into the core of service design rather than viewing them as obstacles.

📝 Enhancement Note: The responsibilities highlight a dual focus on strategic service design and tactical operational implementation. The emphasis on "systematizing new workflows" and "continuously improving existing ones" suggests a need for process mapping, documentation, and iterative refinement. The requirement to "translate complex healthcare requirements into intuitive experiences" points to a need for strong communication and simplification skills.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field is often beneficial for understanding complex systems and user behavior.

Experience: Minimum of 7+ years of hands-on professional experience in Service Design or User Experience (UX) Design roles.

Required Skills:

• Service System Design: Proven ability to design complex service systems within regulated industries, managing multiple stakeholders and accommodating variation while upholding quality standards.
• Workflow Mapping & Design: Expertise in mapping end-to-end workflows across diverse user types and operational constraints, followed by the design of scalable and adaptable processes for various contexts.
• Strategic & Product Thinking: Ability to think strategically like a product manager, leveraging design strengths to navigate and integrate business constraints and regulatory parameters effectively.
• Data Analysis for Design: Proficiency in analyzing data to identify service design opportunities and measure the impact of process improvements on user outcomes and health metrics.
• Operational Process Implementation: Hands-on experience in creating, implementing, and iterating on new operational processes based on real-world feedback and performance data.
• Compliance Integration: Experience working within regulatory constraints, understanding how to integrate compliance requirements into service design seamlessly.
• Human-Centered Design Principles: Deep commitment to user-centered design methodologies, with a focus on empathy and understanding user needs.
• Healthcare or Social Services Context: Experience designing services for vulnerable or underserved populations is highly desirable.

Preferred Skills:

• Experience in the healthcare or social services sector, particularly with mission-driven organizations.
• Familiarity with design thinking methodologies and agile development processes.
• Experience with user research, journey mapping, and service blueprinting.
• Strong understanding of healthcare delivery models and patient support systems.
• Ability to articulate design decisions and their business impact to executive stakeholders.

📝 Enhancement Note: The experience requirement of 7+ years, combined with the "Principal" title, suggests this role is for a seasoned professional capable of independent strategic leadership. The emphasis on regulated industries and compliance integration is critical, requiring an understanding of how to build robust yet user-friendly systems within strict frameworks.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Blueprints & Journey Maps: Demonstrate end-to-end service blueprints and detailed user journey maps that illustrate complex systems, touchpoints, and stakeholder interactions within regulated environments.
• Workflow Design Case Studies: Showcase case studies of designing and implementing new operational workflows, highlighting the problem, your design process, the implemented solution, and measurable outcomes.
• Process Optimization Examples: Provide examples of how you've analyzed data and user feedback to iterate and improve existing operational processes, leading to quantifiable efficiency gains or improved user experiences.
• Compliance Integration Examples: Illustrate instances where you successfully integrated regulatory or compliance requirements into service designs without compromising user experience or operational effectiveness.
• Cross-Functional Collaboration Evidence: Present projects that required close collaboration with operations, product, and technology teams, demonstrating your ability to translate diverse requirements into cohesive service designs.

Process Documentation:

• Workflow Design & Optimization: Ability to create clear, detailed documentation for new and existing workflows, including process flows, standard operating procedures (SOPs), and decision trees.
• Implementation & Automation: Showcase experience in documenting processes for implementation and potential automation, considering system integrations and user adoption.
• Measurement & Performance Analysis: Demonstrate how you document metrics and KPIs for service processes, and how this documentation supports ongoing performance analysis and iteration.

📝 Enhancement Note: A strong portfolio is paramount for this role. It should not just present final designs but clearly articulate the process, the strategic thinking behind the solutions, and the quantifiable impact on users and operations. For a Principal Service Designer, the portfolio should reflect a mature understanding of complex systems and a proven ability to drive tangible improvements.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Principal Service Designers in Minneapolis, MN, with 7+ years of experience in regulated industries, the estimated salary range is $130,000 - $170,000 per year. This estimate considers the "Principal" level, the specific industry (healthcare tech), and the Minneapolis market, which has a moderate cost of living compared to major tech hubs.

Benefits:

• Competitive Salary and Equity Package: Reflects the senior nature of the role and the startup environment.
• Medical, Dental, and Vision Insurance: Comprehensive health coverage options.
• HSA, FSA, and Life Insurance Options: Additional financial and insurance support.
• 401(k) Retirement Savings with Company Match: Supports long-term financial planning.
• Employee Assistance Program: Provides confidential support for personal and professional challenges.
• Flexible Schedules and Remote Work: Offers flexibility within the hybrid model.
• Technology Stipend: Supports home office setup and technology needs.
• Accrued Paid Time Off: Standard vacation and sick leave benefits.
• Paid Family and Medical Leave: Supports employees during significant life events.

Working Hours: Monday–Friday, with occasional evenings and/or weekends as needed to support project timelines or critical operations. Standard full-time hours are expected to be around 40 hours per week, with the understanding that a senior role may require additional dedication during peak periods.

📝 Enhancement Note: The salary range is an estimate based on typical compensation for senior-level design roles in a hybrid tech environment in a mid-sized US city. The equity package is a significant component for startup roles at this level. The benefits package is robust and typical for a well-funded tech company.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare Technology (HealthTech) / Social Services. Reema Health operates at the intersection of technology and healthcare, aiming to improve access to care and support services, particularly for vulnerable populations. This sector is characterized by a mission-driven focus, complex regulatory environments, and a strong emphasis on data-driven decision-making and user well-being. Company Size: As a tech startup, Reema Health is likely in a growth phase. The exact number of employees isn't specified, but it implies a dynamic, fast-paced environment where individual contributions have a significant impact. Roles within startups often require adaptability and a willingness to wear multiple hats. Founded: The founding date is not provided, but the company's mission suggests a relatively recent establishment focused on innovative solutions in healthcare access.

Team Structure:

• Reporting: The Principal Service Designer reports to the Director of Product Design, indicating a clear hierarchy within the product design function.
• Collaboration: This role is described as working "hand-in-hand with program operations," and partnering with "technology teams." This suggests a highly collaborative environment where cross-functional teamwork is essential for success. The "Product Experience Team" is the home department, highlighting a unified approach to designing user-facing solutions.
• Focus: The team is likely composed of individuals passionate about user advocacy, solving complex system puzzles, and making a tangible difference in people's lives through technology and service design.

Methodology:

• User-Centricity: A core methodology will be deeply understanding and championing the needs of members and care teams.
• Data-Driven Iteration: Leveraging outcomes data and user feedback to continuously refine service designs and operational processes.
• Systems Thinking: Approaching design challenges with a holistic view of the entire service ecosystem, including technology, people, and processes.
• Agile & Iterative Development: Likely employing agile methodologies to rapidly prototype, test, and deploy improvements.

Company Website: https://www.reemahealth.com/

📝 Enhancement Note: The company's mission is central to its culture. Candidates should be motivated by social impact and a desire to improve healthcare accessibility. The startup environment means that roles are often fluid, and there's a strong emphasis on executing and iterating quickly.

📈 Career & Growth Analysis

Operations Career Level: This is a Principal-level role, signifying a senior individual contributor position. It demands strategic leadership, deep expertise, and the ability to operate with a high degree of autonomy. The role is crucial for shaping the foundational service architecture of Reema Health.

Reporting Structure: Reporting to the Director of Product Design places this role within a clear product development framework, with direct access to senior leadership for strategic alignment and decision-making. The close collaboration with Program Operations indicates a strong interdependency between design and execution teams.

Operations Impact: The Principal Service Designer's work will have a direct and significant impact on:

• Member Experience: Directly influencing how members access and experience healthcare support, aiming for reduced barriers and improved outcomes.
• Operational Efficiency: Designing streamlined workflows that enhance the productivity and effectiveness of Reema Health's community-based care models.
• Scalability: Creating service designs that can effectively scale as the company grows and serves more members.
• Compliance & Risk Management: Ensuring that service delivery adheres to all necessary regulatory and compliance standards.

Growth Opportunities:

• Leadership in Design: Opportunity to become a key thought leader in service design within the organization, influencing future product and service strategy.
• Specialization: Deepen expertise in healthcare service design, community-based care models, and designing for vulnerable populations.
• Mentorship: Potentially mentor junior designers or operational staff on service design principles and best practices.
• Strategic Influence: Contribute to high-level strategic discussions regarding the company's service offerings and market position.
• Impactful Projects: Work on projects that have a direct, positive impact on individuals' health and well-being, aligning personal values with professional work.

📝 Enhancement Note: The "Principal" title suggests that career progression might involve moving into senior management roles (e.g., Head of Service Design, Director of UX) or becoming a recognized subject matter expert within the company and potentially the industry. The emphasis on impact and mission alignment is a key draw for candidates in this space.

🌐 Work Environment

Office Type: Hybrid Work Model. This indicates a blend of in-office collaboration and remote work flexibility. The specific balance will likely be determined by team needs and project requirements.

Office Location(s): Minneapolis, MN. This location provides access to a strong talent pool and a growing tech ecosystem.

Workspace Context:

• Collaborative Hub: The office environment is expected to facilitate collaboration, brainstorming, and team cohesion, particularly for design sprints, workshops, and strategic planning sessions.
• Tools & Technology: Access to necessary design software, collaboration platforms, and potentially prototyping tools will be available. The role requires proficiency with various digital tools for design, analysis, and communication.
• Interdisciplinary Interaction: The role necessitates frequent interaction with product managers, engineers, program operations staff, and potentially clinical advisors, fostering a dynamic and multidisciplinary work environment.

Work Schedule: Primarily Monday–Friday, with a standard 40-hour work week. However, occasional evenings and weekends may be required to meet project deadlines or address urgent operational needs, which is common in fast-paced startup environments.

📝 Enhancement Note: The hybrid model suggests that candidates should be comfortable working independently from home and also engaging actively in-person during designated office days. The emphasis on collaboration implies that in-office days will likely be structured around team meetings and workshops.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and conduct an initial screening call to assess basic qualifications and cultural fit.
• Portfolio Review & Design Challenge: Candidates will be asked to present their portfolio, focusing on specific case studies that demonstrate their expertise in service design, workflow creation, and problem-solving within complex or regulated environments. A design challenge may be administered to further assess practical skills and strategic thinking.
• Hiring Manager Interview: An in-depth discussion with the Director of Product Design to evaluate strategic alignment, leadership potential, and fit within the product team.
• Cross-Functional Interviews: Interviews with key stakeholders from Program Operations, Product Management, and potentially engineering to assess collaboration capabilities and understanding of different functional perspectives.
• Final Interview: Potentially a final interview with a senior leader to confirm cultural alignment and overall fit.

Portfolio Review Tips:

• Focus on Process: Clearly articulate your design process, from problem definition and research to ideation, prototyping, implementation, and iteration.
• Quantify Impact: Showcase measurable results. Use data, metrics, and user feedback to demonstrate the impact of your service designs on user outcomes, operational efficiency, or business goals.
• Tell a Story: For each case study, frame it as a narrative: the challenge, your role, your approach, the solution, and the outcome.
• Highlight Complexity: Emphasize projects involving complex systems, multiple stakeholders, and regulated industries. Demonstrate how you navigated these complexities.
• Showcase Collaboration: If possible, include examples that highlight your ability to work effectively with operations, product, and technical teams.
• Tailor to Reema Health: Research Reema Health's mission and challenges. Highlight projects that align with their focus on healthcare accessibility, community-based care, and serving vulnerable populations.

Challenge Preparation:

• Anticipate Scenario-Based Questions: Be prepared for questions that ask how you would approach specific service design challenges related to healthcare access, operational workflows, or compliance.
• Think Systems-First: Approach any challenge by first understanding the broader system, stakeholders, and constraints before diving into specific solutions.
• Demonstrate Strategic Thinking: Show how you balance user needs with business objectives, operational feasibility, and regulatory requirements.
• Prepare to Discuss Data: Be ready to discuss how you would use data to inform your design decisions and measure success.

📝 Enhancement Note: The interview process is designed to assess not only design skills but also strategic thinking, collaboration abilities, and alignment with Reema Health's mission. A strong portfolio that clearly articulates process, impact, and the ability to handle complex, regulated environments will be critical for advancing.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), Miro, Mural (for collaboration and ideation).
• Workflow Mapping & Documentation: Lucidchart, Visio, Draw.io, or specialized service design tools.
• User Research Platforms: UserTesting.com, Lookback, or similar tools for remote usability testing and participant recruitment.
• Data Analysis & Visualization: Potentially tools like Tableau, Power BI, Google Analytics, or advanced Excel for analyzing user data, outcomes, and operational metrics.

Analytics & Reporting:

• CRM/Health Platforms: While not explicitly mentioned, understanding how to work with or design for systems like Salesforce (for operational tracking) or EHR/patient management systems (for healthcare context) could be beneficial.
• Business Intelligence Tools: Experience with BI platforms for generating reports and dashboards on service performance.

CRM & Automation:

• Workflow Automation Tools: Familiarity with tools that could support process automation within a service context (e.g., Zapier, Make, or internal custom solutions) would be advantageous.
• Project Management Software: Tools like Jira, Asana, or Trello for managing design projects and tracking progress.

📝 Enhancement Note: While specific tool requirements are not detailed, a Principal Service Designer is expected to be proficient in a range of design, collaboration, and analytical tools. The ability to adapt to new technologies and integrate them into service design processes is key.

👥 Team Culture & Values

Operations Values:

• Member-Centricity: A deep commitment to understanding and serving the needs of Reema Health's members, especially those facing challenges in accessing care.
• Impact-Driven: A focus on creating tangible, positive outcomes for members and the communities served. Every design decision should be tied to improving health and well-being.
• Collaboration & Transparency: Working openly and cooperatively across teams (Product, Operations, Technology) to achieve shared goals.
• Data-Informed Decision-Making: Utilizing data and evidence to guide design choices and measure the effectiveness of services.
• Adaptability & Innovation: Embracing a startup mindset, being agile, and continuously seeking innovative solutions to complex problems in healthcare.
• Integrity & Compliance: Upholding the highest standards of ethical conduct and ensuring all services meet regulatory requirements.

Collaboration Style:

• Cross-Functional Partnership: Actively seeking input and collaborating with Program Operations, Product Management, and Engineering to ensure holistic service design and successful implementation.
• Constructive Feedback: Engaging in open, honest, and constructive dialogue to refine designs and processes.
• Shared Ownership: Fostering a sense of shared responsibility for the success of Reema Health's services and member outcomes.
• Proactive Communication: Maintaining clear and consistent communication with all stakeholders to ensure alignment and manage expectations.

📝 Enhancement Note: The company's values are strongly aligned with its mission. Candidates should demonstrate a genuine passion for social impact and healthcare improvement, coupled with a collaborative and data-driven approach to their work.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Complex Needs: Designing services that effectively cater to diverse member needs (including vulnerable populations) while meeting stringent regulatory requirements and operational constraints.
• System Integration: Ensuring seamless integration between human-led service delivery (community guides) and technology platforms, and across different clinical and operational systems.
• Measuring Impact in Healthcare: Defining and measuring success in a complex healthcare ecosystem where outcomes can be long-term and influenced by many factors.
• Scaling Services: Developing service models that can be reliably scaled to reach a growing member base without sacrificing quality or personalization.
• Change Management: Driving adoption of new processes and service designs among internal teams and external partners.

Learning & Development Opportunities:

• Deep Dive into Healthcare: Gaining in-depth knowledge of healthcare systems, patient journeys, and the nuances of serving underserved communities.
• Service Design Leadership: Developing strategic leadership skills in a growing organization, potentially shaping the future of service design within Reema Health.
• Cross-Disciplinary Skill Building: Enhancing skills in areas like product management, operational strategy, and data analytics through close collaboration.
• Industry Trends: Staying abreast of emerging trends in healthtech, service design, and patient engagement.
• Mentorship: Learning from senior leaders within the company and potentially external mentors in the healthtech or design fields.

📝 Enhancement Note: The challenges presented are typical for a senior role in a mission-driven healthtech startup. They offer significant opportunities for professional growth and the chance to make a substantial impact.

💡 Interview Preparation

Strategy Questions:

• "How would you approach designing a new onboarding workflow for a member who is experiencing homelessness and has limited access to technology?"
  • Preparation: Think about low-tech touchpoints, community-based outreach, and multi-channel communication strategies. Consider how to build trust and ensure accessibility at every step.
• "Describe a time you had to balance conflicting requirements from different stakeholders (e.g., operations, compliance, user needs). How did you resolve it?"
  • Preparation: Prepare a STAR method (Situation, Task, Action, Result) example that showcases your negotiation, communication, and problem-solving skills. Emphasize how you identified common ground or prioritized based on overarching goals.
• "How would you measure the success of a new community guide program aimed at improving chronic disease management for elderly members?"
  • Preparation: Focus on defining key metrics (e.g., adherence to care plans, health outcome improvements, member satisfaction, operational efficiency of guides). Discuss how to collect this data and iterate based on insights.

Company & Culture Questions:

• "What excites you about Reema Health's mission, and how does your experience align with serving vulnerable populations?"
  • Preparation: Research Reema Health's specific initiatives and values. Connect your past experiences and personal motivations to their mission.
• "How do you envision collaborating with our program operations team to ensure service designs are both user-friendly and operationally sound?"
  • Preparation: Discuss proactive engagement, early feedback loops, joint problem-solving, and understanding operational constraints from the outset.
• "How do you stay current with healthcare regulations and integrate them into your design process?"
  • Preparation: Mention resources you follow, how you approach understanding compliance requirements, and examples of integrating them without compromising user experience.

Portfolio Presentation Strategy:

• Prioritize Impact: Select 2-3 case studies that best demonstrate your ability to solve complex problems, drive operational improvements, and achieve measurable results, particularly in regulated or user-sensitive environments.
• Showcase the "Why": Clearly articulate the problem, the business or user need, and the strategic thinking behind your design choices.
• Detail Your Process: Walk through your methodology, including research, ideation, prototyping, testing, and collaboration with stakeholders.
• Highlight Operational Integration: For each case study, explain how your service design considered and integrated with operational realities and constraints.
• Quantify Outcomes: Present clear metrics and data that demonstrate the impact of your work on user experience, operational efficiency, or business objectives.
• Be Ready for Questions: Anticipate detailed questions about your decision-making, trade-offs, and how you would adapt your solutions to Reema Health's specific context.

📝 Enhancement Note: Tailor your preparation to Reema Health's specific mission in healthcare access and their focus on community-based care. Emphasize your ability to handle complexity, data, and cross-functional collaboration.

📌 Application Steps

To apply for this Principal Service Designer position:

• Submit your application through the Reema Health Careers Portal on Greenhouse.
• Portfolio Customization: Curate your portfolio to prominently feature case studies demonstrating your experience in designing complex service systems, improving operational workflows, and integrating compliance within regulated industries, ideally with examples related to healthcare or social services.
• Resume Optimization: Tailor your resume to highlight keywords from the job description, such as "Service Design," "User Experience Design," "Workflow Design," "Compliance," "Operational Processes," "Human-Centered Design," and "Healthcare." Quantify your achievements with specific metrics whenever possible.
• Interview Preparation: Practice articulating your design process, strategic thinking, and problem-solving approach, particularly for scenario-based questions related to healthcare access and operational efficiency. Be ready to present your portfolio with confidence.
• Company Research: Thoroughly research Reema Health's mission, values, target audience, and current initiatives. Understand their approach to community-based care and how your role as a Principal Service Designer can contribute to their success.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.