Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Noora Health

Location: Jakarta, Indonesia

Job Type: Full-Time

Category: Service Design & Program Development

Date Posted: March 02, 2026

Experience Level: Mid-level (5-10 years)

Remote Status: Hybrid

🚀 Role Summary

• Drive the strategic design and iterative improvement of health system strengthening programs, focusing on family caregiver training within Indonesia.

• Champion the voice of the end-user and stakeholders, translating insights into actionable service design frameworks and blueprints.

• Facilitate collaborative processes for needs assessment, service prototyping, and innovation across existing and new program initiatives.

• Ensure seamless integration of user experience across digital and physical touchpoints to enhance program delivery and impact.

📝 Enhancement Note: This role is classified under "Program Design & Development" and requires a mid-level professional with a strong foundation in service design methodologies, user-centric approaches, and a deep understanding of the Indonesian healthcare context. The hybrid work arrangement suggests a need for adaptability and effective remote collaboration alongside in-office engagement.

📈 Primary Responsibilities

• User & Stakeholder Representation: Act as the primary advocate for user (patients, caregivers) and stakeholder needs within the Indonesian context, informing program strategy and design decisions.

• Needs Assessment Facilitation: Lead collaborative workshops and sessions to identify critical needs and opportunities for strengthening the Care Companion Program (CCP) and developing new health system interventions.

• Service Design & Blueprinting: Design, develop, and iterate on service design frameworks and detailed service blueprints for both established programs (like CCP implementation, Sesi Keluarga Sehat, Pendamping Keluarga) and new initiatives (e.g., collaborations with BPJS, local district programs).

• Program Iteration & Innovation: Analyze existing services and user experiences across programs and products to identify areas for improvement, iteration, and innovation in collaboration with the Strategic & Acceleration Team.

• Project Scoping & Objective Setting: Provide critical input during new program development phases, defining project needs, high-level objectives, scope, and desired outcomes.

• Touchpoint & Systems Mapping: Assess and map key patient and caregiver touchpoints that are critical for achieving intended health outcomes, and develop systems maps to strengthen program delivery and platform interactions.

• Prototyping & Testing: Plan and lead end-to-end service and experience prototyping, including the creation and testing of supporting tools and artifacts to ensure alignment with user needs and envisioned service design.

• Cross-Functional Collaboration: Work closely with Creative Design, Content Management, Health & Medical Strategy, Implementation, Training, Technology, and Digital Health teams to ensure program consistency, alignment with the theory of change, and a cohesive user experience.

• Backstage Process Support: Equip delivery teams with tools and insights (e.g., flowcharts, implementation suggestions) to improve program delivery and platform interactions.

• Communication & Alignment: Ensure clear understanding and alignment of the service design across all relevant stakeholders through the creation of flowcharts, maps, walkthroughs, decks, and storyboards.

📝 Enhancement Note: The responsibilities highlight a hands-on role requiring strong facilitation skills, strategic thinking, and a deep understanding of the entire service design lifecycle, from discovery and ideation to prototyping and implementation support. Emphasis is placed on collaborative work and translating complex needs into tangible service designs.

🎓 Skills & Qualifications

Education:

• Master’s degree in Design, with a specialized focus on Service Design, UX, or a related field, followed by 3-5 years of relevant professional experience.

Experience:

• Proven experience in designing, developing, and iterating on complex service models, journey maps, and service blueprints within a healthcare or social impact context.

• Demonstrated ability to conduct needs assessments, map user journeys, and identify critical touchpoints for program improvement.

• Experience in facilitating collaborative design workshops and engaging diverse stakeholders.

Required Skills:

• Service Design Expertise: Deep understanding and practical application of service design principles, methodologies, and tools.

• User-Centricity: Strong ability to empathize with and represent the voice of users (patients, caregivers) and stakeholders.

• Visualization Tools: Proficiency in using tools like Miro, Figjam, or similar for service modeling, journey mapping, and blueprint creation.

• Facilitation Skills: Proven ability to lead and facilitate collaborative workshops, needs assessments, and design thinking sessions.

• Analytical Thinking: Solid understanding of both Quantitative and Qualitative data analysis to inform design decisions and measure impact.

• Language Proficiency: Fluency in both English and Bahasa Indonesia (written and spoken) is essential for effective communication and stakeholder engagement.

• Attention to Detail: Meticulous approach to process documentation, service blueprint accuracy, and project execution.

Preferred Skills:

• Prototyping: Experience in planning and executing end-to-end service and experience prototyping.

• Systems Thinking: Ability to map and understand complex systems and their interdependencies within a health ecosystem.

• Agile & Project Management: Basic project management skills and familiarity with agile frameworks for iterative development.

• Creative Skills: Ability to sketch and create quick storyboards to visualize concepts and user flows.

• Improv/Theater Experience: Background in theater or improvisation, which can enhance facilitation, communication, and adaptive problem-solving skills.

• Digital Health Integration: Understanding of how digital tools and platforms can be integrated into service delivery to enhance user experience.

📝 Enhancement Note: The experience requirements clearly delineate between a Master's degree with less experience and an undergraduate degree with more extensive experience, indicating a strong emphasis on practical, hands-on service design expertise. The preference for theater/improv experience suggests a value placed on dynamic facilitation and creative problem-solving.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase 2-3 detailed case studies demonstrating end-to-end service design projects, highlighting problem definition, user research, ideation, service blueprinting, prototyping, and outcomes.

• Visual Artifacts: Include examples of service blueprints, user journey maps, systems maps, and wireframes/storyboards developed for previous projects.

• Process Documentation: Evidence of structured documentation of design processes, methodologies used, and decision-making rationale.

• Impact & Metrics: Clearly articulate the impact of your design interventions, supported by relevant metrics and quantifiable improvements (e.g., user satisfaction, efficiency gains, health outcome correlations).

• Collaboration Examples: Demonstrate how you have collaborated with cross-functional teams (e.g., product, engineering, research, operations) to bring service designs to life.

Process Documentation:

• Demonstrate a structured approach to documenting service design processes, from initial research and concept development to implementation and iteration.

• Provide examples of how you have created clear, concise, and actionable documentation (e.g., process flows, guidelines, user manuals) for internal teams and stakeholders.

• Showcase how you track and measure the effectiveness of implemented processes and iterate based on feedback and performance data.

📝 Enhancement Note: For a Senior Service Designer role, a robust portfolio is crucial. It should not just display finished work but also the candidate's strategic thinking, problem-solving process, and ability to articulate the impact of their design interventions, particularly within complex systems like healthcare.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Health Insurance: Comprehensive health insurance coverage for employees and potentially dependents.

• Professional Development: Opportunities for training, workshops, and conferences to enhance skills in service design, UX, and health systems.

• Paid Time Off: Generous annual leave, sick leave, and public holiday allowances.

• Hybrid Work Flexibility: Structured hybrid work model allowing for a balance between in-office collaboration and remote work.

• Impactful Work: Opportunity to contribute to a mission-driven organization with a tangible impact on health systems and patient care in Indonesia.

• Team Collaboration: A supportive and collaborative work environment with diverse and passionate colleagues.

Working Hours:

• Standard full-time work hours are estimated at 40 hours per week, with flexibility often provided within the hybrid model. Core working hours may be established for team collaboration and meetings.

📝 Enhancement Note: Salary estimates are based on available salary data for similar roles in Jakarta from sources like Glassdoor, LinkedIn Salary, and local recruitment agencies, adjusted for the specified experience level and industry. Benefits are typical for mid-to-senior level roles in international NGOs/non-profits operating in Indonesia.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare, Non-Profit, Social Innovation

Company Size: 50-200 Employees (estimated based on typical NGO structures and growth phases)

Founded: 2014 (Noora Health's global founding)

Team Structure:

• The role sits within the "Program Design & Development" department, indicating a strategic focus on creating and refining health interventions.

• The Senior Service Designer will likely report to a Head of Program Design, Director of Strategy, or a similar senior leadership position.

Methodology:

• Human-Centered Design: A core methodology emphasizing deep understanding of user needs through research and iterative design.

• Data-Driven Decision Making: Utilizing both quantitative and qualitative data to inform program strategy, design choices, and impact measurement.

• Systems Thinking: Approaching health challenges as complex systems, designing interventions that consider the interconnectedness of various components.

• Collaborative Innovation: Fostering an environment where diverse perspectives are valued and integrated to drive creative solutions.

Company Website: noorahealth.org

📝 Enhancement Note: Noora Health's mission to strengthen health systems through family caregiver training is central to its culture. The organization emphasizes impact, innovation, and a user-centric approach, likely translating into a dynamic, collaborative, and mission-driven work environment.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a "Senior" level within the Service Design and Program Development function. It implies significant autonomy, the ability to lead complex projects, and a mentorship capacity for more junior team members. The focus is on strategic design and program iteration rather than day-to-day operational execution.

Reporting Structure: The Senior Service Designer will likely report to a Director or Head of Department within Program Design & Development, with direct collaboration across various functional teams (Implementation, Digital Health, Content, Medical, etc.) and potentially with country-level leadership in Indonesia.

Operations Impact: The core impact of this role is on improving the effectiveness, efficiency, and user experience of Noora Health's programs, particularly the Care Companion Program. By designing and refining services, the Senior Service Designer directly contributes to better health outcomes for patients and caregivers, strengthening the overall health system and the organization's mission. This role bridges strategic design with practical program implementation.

Growth Opportunities:

• Leadership in Design: Potential to lead the service design function for Noora Health in Indonesia, shaping its strategic direction and methodology.

• Program Expansion: Opportunity to spearhead the design and development of new, innovative health interventions and partnerships.

• Cross-Cultural Expertise: Deepening expertise in designing for diverse cultural contexts within the Indonesian healthcare landscape.

• Mentorship: Guiding and mentoring junior designers or program staff in design thinking and user-centered approaches.

• Strategic Influence: Increased influence on organizational strategy and the adoption of best practices in service design and health systems strengthening.

📝 Enhancement Note: The "Senior" title suggests a pathway towards leadership, either through managing a design team, leading major strategic initiatives, or becoming a subject matter expert in a specific area of health systems design.

🌐 Work Environment

Office Type: Hybrid work model, indicating a mix of remote work and in-office presence at a designated office location in Jakarta. This suggests a need for both self-discipline in remote settings and strong interpersonal skills for in-office collaboration.

Office Location(s): Jakarta, Indonesia. Specific office details would need to be confirmed, but it implies an operational base within a major urban center, facilitating access to stakeholders and talent.

Workspace Context:

• Collaborative Spaces: The hybrid nature suggests office spaces designed to foster collaboration, team meetings, and workshops.

• Technology Enabled: Access to necessary technology and tools for design, communication, and project management, both in-office and remotely.

• Cross-Functional Interaction: Ample opportunities to interact with diverse teams, promoting knowledge sharing and a holistic understanding of program delivery.

Work Schedule: A standard 40-hour work week is typical, with the hybrid arrangement allowing for some flexibility in managing personal and professional commitments. Core hours will likely be established to ensure team availability for meetings and collaborative sessions.

📝 Enhancement Note: The hybrid arrangement is a key feature, requiring candidates to be comfortable with both independent work and in-person team engagement. The focus on collaboration suggests an environment where design thinking is actively integrated into team workflows.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and portfolio to assess qualifications, experience, and alignment with role requirements.

• Hiring Manager Interview: Discussion focused on experience, motivations, understanding of Noora Health's mission, and initial assessment of fit.

• Skills Assessment/Case Study: A practical exercise or case study presentation where candidates demonstrate their service design process, problem-solving skills, and ability to articulate design rationale and impact. This might involve presenting a portfolio case study or responding to a hypothetical design challenge.

• Team/Cross-Functional Interview: Meeting with potential colleagues and stakeholders from other departments to assess collaboration style, communication skills, and cultural fit.

• Final Interview: Potentially with senior leadership to discuss strategic vision, long-term contributions, and final offer negotiation.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best showcase your end-to-end service design capabilities, problem-solving skills, and impact, particularly in healthcare or social impact contexts.

• Tell a Story: For each case study, clearly articulate the problem, your role, the process followed, the key insights derived, the solutions designed, and the measurable outcomes. Use visuals effectively.

• Highlight Process: Emphasize how you arrived at your solutions – your research methods, ideation techniques, collaboration strategies, and iterative testing.

• Showcase Tools: Demonstrate proficiency with relevant visualization tools (Miro, Figjam, etc.) and explain why specific tools were chosen.

• Quantify Impact: Where possible, use data and metrics to demonstrate the effectiveness of your designs. If direct metrics are unavailable, explain the intended impact and how it would be measured.

• Tailor to Noora Health: If possible, subtly tailor your presentation to reflect an understanding of Noora Health's mission and the Indonesian context.

Challenge Preparation:

• Understand the Context: Research Noora Health's work, the Care Companion Program, and the Indonesian healthcare landscape.

• Service Design Frameworks: Be prepared to discuss and apply common service design frameworks (e.g., Double Diamond, Design Thinking) and specific tools (journey maps, blueprints, systems maps).

• User Research: Be ready to discuss your approach to user research, stakeholder engagement, and synthesizing findings.

• Communication: Practice articulating complex design concepts clearly and concisely, both verbally and visually.

• Problem-Solving: Anticipate potential design challenges related to implementing health programs in resource-constrained environments or within complex bureaucratic systems.

📝 Enhancement Note: The interview process likely emphasizes practical application of service design skills and the ability to collaborate effectively within a mission-driven organization. A well-prepared portfolio is paramount.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Collaboration: Miro, Figjam (explicitly mentioned as a plus), potentially Adobe Creative Suite (Illustrator, Photoshop) for more advanced visual asset creation.

• Prototyping: Tools like Figma, Sketch, or Adobe XD might be used for creating detailed prototypes or mockups of digital touchpoints.

• Project Management: Tools such as Asana, Trello, Jira, or Monday.com for managing project timelines, tasks, and collaboration.

Analytics & Reporting:

• Data Analysis Software: Proficiency in tools for quantitative and qualitative data analysis, potentially including Excel/Google Sheets for basic analysis, SPSS or R for statistical analysis, and qualitative analysis software if applicable.

• Visualization Tools: Tools for creating dashboards and reports (e.g., Tableau, Power BI, Google Data Studio) may be used by the broader team, and the designer should be able to interpret and contribute data visualizations.

CRM & Automation:

• While not directly managed by this role, an understanding of how CRM systems (e.g., Salesforce) and automation platforms integrate with user experience and service delivery can be beneficial, especially when collaborating with digital health teams.

📝 Enhancement Note: The emphasis on Miro/Figjam suggests a strong preference for collaborative digital whiteboarding and ideation tools. The role requires a blend of design software proficiency and analytical tool familiarity.

👥 Team Culture & Values

Operations Values:

• Impact-Driven: A strong commitment to achieving measurable improvements in health outcomes and strengthening health systems.

• User-Centricity: Placing the needs and experiences of patients and caregivers at the forefront of all design and program decisions.

• Collaboration: Valuing teamwork, cross-functional partnerships, and open communication to achieve shared goals.

• Innovation: Encouraging creative problem-solving, iterative design, and the exploration of new approaches to healthcare delivery.

• Equity & Inclusion: A deep commitment to diversity, equity, and inclusion, ensuring programs are accessible and beneficial to all.

• Continuous Learning: Fostering a culture of curiosity, learning from experiences, and adapting to new insights and challenges.

Collaboration Style:

• Cross-Functional Integration: Actively seeking and fostering collaboration with diverse teams (strategy, implementation, digital, medical) to ensure holistic program design and execution.

• Participatory Design: Engaging stakeholders and users throughout the design process to co-create solutions.

• Feedback-Oriented: Openness to receiving and providing constructive feedback to refine designs and processes.

• Knowledge Sharing: Proactively sharing insights, methodologies, and learnings across teams to build collective capacity.

📝 Enhancement Note: The company's stated values of diversity, equity, and inclusion are integral and should be reflected in how candidates approach their work and interactions. The collaborative style is essential for navigating a complex organization and mission.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Health Systems: Working within and seeking to improve fragmented or resource-constrained health systems in Indonesia requires adaptability and pragmatic design solutions.

• Cultural Nuances: Deeply understanding and respectfully integrating diverse cultural beliefs and practices related to health and caregiving into program design.

• Balancing Innovation with Scalability: Designing innovative interventions that are also feasible, scalable, and sustainable within the Indonesian context.

• Measuring Impact: Effectively quantifying the impact of service design interventions on health outcomes and system improvements, especially in a non-profit setting.

• Stakeholder Alignment: Achieving consensus and buy-in from diverse stakeholders with potentially competing priorities.

Learning & Development Opportunities:

• Deep Dive into Indonesian Healthcare: Gaining extensive knowledge of the Indonesian health system, its challenges, and opportunities for innovation.

• Specialization in Caregiver Training: Becoming an expert in designing and optimizing programs for family caregivers.

• Cross-Cultural Design Expertise: Developing advanced skills in designing for diverse socio-cultural contexts.

• Leadership Development: Opportunities to take on greater leadership responsibilities in program design and strategy.

• Exposure to Global Best Practices: Learning from Noora Health's international operations and partnerships.

📝 Enhancement Note: The challenges underscore the need for a resilient, adaptable, and culturally sensitive designer. The growth opportunities highlight the potential for significant professional development within a mission-critical domain.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to represent a user group whose needs were in conflict with stakeholder objectives. How did you navigate this?" (Assesses user advocacy, negotiation, and conflict resolution skills).

• "How would you approach designing a new caregiver support service for a remote community in Indonesia, considering limited digital access and diverse cultural practices?" (Tests application of service design methodology in a specific context, problem-solving).

Company & Culture Questions:

• "What interests you most about Noora Health's mission and our work in Indonesia?" (Assesses alignment with organizational mission and values).

• "How do you approach collaboration with teams that have different priorities or working styles, such as implementation or technical teams?" (Gauges collaboration skills and cross-functional understanding).

Portfolio Presentation Strategy:

• Structure: Begin with a brief overview of your design philosophy and approach. Then, present 2-3 curated case studies, dedicating sufficient time to each.

• Narrative: Frame each case study as a story: the challenge, your role, the process, the solution, and the impact. Use clear, concise language.

• Visuals: Utilize your service blueprints, journey maps, and prototypes as visual aids. Explain them clearly, highlighting key decisions and insights.

• Data & Metrics: Be prepared to discuss how you measured success and what the outcomes were. If quantitative data is limited, discuss qualitative feedback and intended impact.

• Q&A Readiness: Anticipate questions about your design choices, challenges faced, and how you would adapt your approach to Noora Health's specific context. Be ready to discuss your experience with Miro/Figjam and Bahasa Indonesia proficiency.

📝 Enhancement Note: Preparation should focus on demonstrating a strong understanding of service design principles, practical application in complex environments, and a genuine alignment with Noora Health's mission and values.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided BambooHR link: https://noorahealth.bamboohr.com/careers/123

• Tailor Your Resume: Highlight keywords related to service design, user research, health systems, Indonesia, English/Bahasa Indonesia proficiency, and specific tools mentioned (Miro, Figjam). Quantify achievements where possible.

• Curate Your Portfolio: Select case studies that best demonstrate your end-to-end service design process, your ability to work with complex systems, and your impact. Ensure it includes visual examples of service blueprints, journey maps, and prototypes.

• Prepare Your Narrative: Practice articulating your experience and motivations, focusing on how your skills align with Noora Health's mission and the specific requirements of this role. Be ready to discuss your experience with the Indonesian context.

• Research Noora Health: Understand their work, the Care Companion Program, their impact, and their values. This will be crucial for tailoring your application and demonstrating genuine interest.

⚠️ 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.

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