Service Designer 3

📍 Job Overview

Job Title: Service Designer 3

Company: Baylor Scott & White Health

Location: Dallas, Texas, United States

Job Type: FULL_TIME

Category: Service Design / Customer Experience Operations

Date Posted: April 18, 2026

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• Leads strategic initiatives from a customer-centric perspective, focusing on human-centered service delivery for patients and families within a large healthcare system.

• Orchestrates complex processes, technologies, and interactions to create seamless and effective healthcare services.

• Collaborates extensively with cross-functional teams including research, product design, content design, engineering, analytics, product managers, and CX leadership to uncover opportunities and influence strategy.

• Develops and champions innovative solutions, using strategic visioning and storytelling to gain stakeholder buy-in and drive alignment.

• Drives design quality and consistency across a diverse ecosystem of digital and physical touchpoints, contributing to a cohesive and exceptional customer experience.

📝 Enhancement Note: This role is positioned within the operations domain, specifically focusing on service design as a critical component of customer experience operations within a healthcare setting. The "Service Designer 3" title and responsibilities indicate a senior-level position requiring strategic thinking, leadership, and deep expertise in designing end-to-end service experiences. The emphasis on "orchestrating processes, technologies, and interactions" directly aligns with core revenue and sales operations principles of streamlining workflows and enhancing efficiency through design.

📈 Primary Responsibilities

• Design and implement strategic frameworks such as experience maps, service blueprints, and vision storyboards to guide organizational initiatives and service evolution.

• Translate organizational branding, existing patterns, and frameworks into scalable solutions that enhance the patient and family experience across various touchpoints.

• Facilitate collaboration with stakeholders and product managers to align on concepts, requirements, and strategic direction for service improvements.

• Develop end-to-end user experiences, selecting appropriate mediums and fidelities (from low to high) for effective prototyping, service blueprinting, and storyboarding to test and communicate concepts.

• Champion design recommendations by establishing clear rationale grounded in customer insights, root cause analysis, and feedback, thereby inspiring trust and confidence.

• Foster an environment of rapid iteration and exploration, generating multiple innovative solutions for complex healthcare service challenges.

• Actively contribute to understanding and evangelizing customer needs to inform healthcare recommendations and strategic decision-making.

• Promote inclusive design principles across all services, touchpoints, and processes to ensure equitable and accessible healthcare experiences.

• Collaborate effectively within cross-disciplinary teams, including product managers, engineers, QA, and fellow designers, to facilitate research, strategy, ideation, design, and testing of new product or service concepts.

• Support customer journey, consumer solutions, and digital teams by organizing and facilitating critical thinking and strategic planning activities.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design thinking and operational execution. The emphasis on "frameworks," "scalability," "alignment on concepts and requirements," and "end-to-end user experiences" directly relates to operational efficiency and process standardization. The need to "inspire trust and confidence by establishing clear rationale, customer insights, root cause analysis, and feedback" points to a data-driven approach common in operations roles, where justification for change is paramount.

🎓 Skills & Qualifications

Education:

Experience:

Required Skills:

• Proven experience in creating and facilitating collaborative workshops to drive ideation and problem-solving.

• Exceptional communication and presentation skills, with a natural ability to collaborate effectively with diverse teams.

• Demonstrated ability to work collaboratively within cross-disciplinary teams, including product managers, engineers, and QA.

• Experience in translating organizational branding, patterns, and frameworks into scalable solutions.

• Proficiency in creating service prototypes, blueprints, and storyboards to quickly showcase concepts and their intended business and customer outcomes.

• Strong understanding of customer and business problems and how to deliver solutions that address them.

• Experience working with and contributing to established brand guidelines, style guides, and/or code-based design systems.

• Ability to work with design fidelity ranging from low to high.

Preferred Skills:

• Experience with Agile/Scrum methodologies, with a willingness to adapt and customize them as needed for optimal process flow.

• Expertise in evangelizing design best practices across both digital and physical mediums.

• Exceptional knowledge of collaboration facilitation methodologies and tools such as Miro, Figma, Figjam, or Adobe Creative Cloud.

• Experience in understanding and applying inclusive design principles across services, touchpoints, and processes.

• Ability to conduct root cause analysis to inform design decisions.

📝 Enhancement Note: The requirements emphasize a blend of creative design skills and operational pragmatism. The "5+ years of experience" and "Bachelor's or 4 years of work experience" indicate a mid-to-senior level role. The explicit mention of "Agile/Scrum methodologies" and the need to "adapt and customize them" are key indicators for operations professionals looking for roles that involve process improvement and agile project management. The requirement for a "creative portfolio demonstrating your awesome work, including the ability to demonstrate a diverse range of projects" is crucial for assessing the candidate's ability to translate theoretical design into tangible, impactful operational solutions.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a diverse range of projects demonstrating end-to-end service design capabilities, from initial research and strategy to final implementation and iteration.

• Include case studies that clearly articulate the customer and business problems addressed, the strategic approach taken, and the resulting impact.

• Highlight examples of how you have built and utilized frameworks such as experience mapping, service blueprints, and vision storyboards.

• Demonstrate proficiency in creating and presenting interactive prototypes, service blueprints, and/or storyboards to effectively communicate complex ideas and test concepts.

Process Documentation:

• Document your approach to facilitating collaborative workshops, including agenda setting, activity design, and outcome synthesis.

• Illustrate your process for conducting root cause analysis and leveraging customer insights to inform design decisions and strategic recommendations.

• Provide examples of how you have evangelized design best practices and contributed to or managed design systems and pattern libraries.

• Detail your experience with Agile/Scrum methodologies, including how you adapted these processes to fit specific project needs and improved team efficiency.

• Showcase your methods for promoting inclusive design principles and ensuring equity and accessibility in service design outcomes.

📝 Enhancement Note: For a Service Designer role, particularly at a "3" level, the portfolio is paramount. The emphasis here is on demonstrating not just design output, but the process and impact of that design. Operations professionals will recognize the importance of "frameworks," "scalability," "root cause analysis," "customer insights," and "Agile/Scrum adaptation" as key indicators of operational thinking. The portfolio should serve as a testament to the candidate's ability to design and optimize operational workflows for service delivery.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Immediate eligibility for health and welfare benefits, including comprehensive medical, dental, and vision coverage.

• 401(k) savings plan with a dollar-for-dollar match up to 5%, supporting long-term financial planning.

• Tuition Reimbursement program to support continuous learning and professional development.

• Paid Time Off (PTO) accrual beginning on Day 1, allowing for work-life balance and personal well-being.

Working Hours:

• Standard full-time work schedule, typically 40 hours per week. While the role is on-site, there may be flexibility in daily scheduling to accommodate project needs and team collaboration, subject to management approval.

📝 Enhancement Note: The salary range is an estimation based on publicly available compensation data for similar roles in the Dallas, Texas area, factoring in the specified experience level and industry. The listed benefits are directly from the provided job description, highlighting typical offerings for full-time employees at a large healthcare organization. The "40 hours per week" is a standard indicator, with the note on flexibility suggesting a degree of operational autonomy.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare (Not-for-profit)

Company Size: Large (Baylor Scott & White Health is the largest not-for-profit healthcare system in Texas, implying thousands of employees across multiple facilities).

Founded: Baylor Scott & White Health was formed through a merger, with its roots dating back much further, established as a system committed to promoting the well-being of individuals, families, and communities.

Team Structure:

• The Service Design team is likely a growing function within the Customer Experience (CX) or Digital Innovation departments, comprising versatile designers with strengths in system thinking and complexity simplification.

• This role reports into a Service Design Lead or CX Leadership, with direct collaboration expected across product management, engineering, analytics, research, and content design functions.

Methodology:

• Data-driven insights are critical, with a focus on understanding customer needs through research and analysis to inform strategic recommendations.

• Workflow planning and optimization are central to the role, evident in the creation and use of service blueprints and experience maps.

• Automation and efficiency practices are implied through the design of scalable solutions and the integration of technology and processes to enhance service delivery.

Company Website: https://jobs.bswhealth.com/us/en

📝 Enhancement Note: The company's mission and core values ("Serve Faithfully," "Never Settle," "In It Together," "Make an Impact") provide a strong cultural foundation. For operations professionals, understanding that this is a large, established healthcare system suggests a need for navigating complex organizational structures and adhering to stringent regulatory environments while driving innovation. The "not-for-profit" status often implies a mission-driven culture focused on patient care and community impact.

📈 Career & Growth Analysis

Operations Career Level:

Reporting Structure:

Operations Impact:

Growth Opportunities:

• Service Design Specialization: Deepen expertise in specific areas of service design, such as healthcare service innovation, digital transformation in healthcare, or patient journey optimization.

• Leadership Development: Progress into roles such as Senior Service Designer, Service Design Lead, or Manager of CX Strategy, overseeing teams and larger strategic initiatives.

• Cross-functional Mobility: Transition into related areas like Product Management, CX Strategy, or Digital Transformation roles, leveraging a strong understanding of operational processes and user needs.

• Industry Certifications: Pursue advanced certifications in service design, UX strategy, or healthcare management to enhance professional credibility.

📝 Enhancement Note: The "3" in the title, combined with responsibilities like "leads BSWH strategic initiatives" and "coach and mentor other designers," clearly positions this as a senior role. The growth opportunities suggest a clear career path within design and operations, emphasizing leadership and strategic impact, which is attractive to operations professionals seeking advancement.

🌐 Work Environment

Office Type:

Office Location(s):

Workspace Context:

• The workspace is designed to foster collaboration, with expectations of working closely with multidisciplinary teams. This implies shared office spaces, meeting rooms, and potentially a hybrid work setup within the office that allows for both focused individual work and dynamic team interaction.

• Access to essential operations tools and technology, including collaboration platforms like Miro and Figma, will be available to support design and process development activities.

Work Schedule:

• The standard work schedule is 40 hours per week. While on-site, the environment likely supports a structured workday that allows for deep work sessions, collaborative meetings, and dedicated time for process analysis and design. Flexibility may be available for specific project needs or team coordination, subject to manager approval.

📝 Enhancement Note: The "On-site" requirement in Dallas is a key factor for candidates. The description of a "corporate office environment" and "shared office spaces" points to a traditional work setting that prioritizes in-person collaboration, which can be beneficial for complex operational design work requiring deep team integration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess alignment with the role's requirements, focusing on relevant experience and demonstrated skills in service design and operations.

• Portfolio Presentation & Case Study: Candidates will likely be asked to present a selection of their work, detailing specific projects that showcase their ability to lead strategic initiatives, design human-centered services, and facilitate cross-functional collaboration. Expect to discuss your process, the challenges faced, and the impact of your solutions.

• Behavioral & Situational Interviews: Questions will assess your leadership capabilities, problem-solving approach, stakeholder management skills, and ability to coach and mentor others. Prepare examples of how you have navigated complex situations and driven successful outcomes.

• Technical/Skills Assessment: You may be asked to demonstrate proficiency with specific design and collaboration tools (e.g., Miro, Figma) or to work through a hypothetical design challenge related to healthcare service operations.

• Final Interview: A discussion with senior leadership to evaluate cultural fit, strategic alignment, and overall potential contribution to Baylor Scott & White Health's mission.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 projects that best represent your senior-level experience, showcasing a range of challenges and solutions relevant to healthcare service design.

• Focus on Process & Impact: For each project, clearly articulate the problem statement, your design process (including research, ideation, prototyping, and iteration), the tools and methodologies used, and the measurable outcomes or impact on patients, families, or the organization.

• Highlight Collaboration: Emphasize your role in cross-functional teams, demonstrating how you facilitated communication, resolved conflicts, and built consensus.

• Showcase Frameworks: Explicitly present examples of your work with experience maps, service blueprints, and vision storyboards, explaining how these tools drove strategic clarity and operational efficiency.

• Storytelling: Frame your portfolio pieces as compelling narratives that highlight your problem-solving skills and strategic vision.

Challenge Preparation:

• Healthcare Context: Familiarize yourself with common challenges and opportunities in modern healthcare service delivery, patient experience, and digital health.

• Design Thinking & Agile: Be prepared to discuss your approach to design thinking and how you integrate Agile/Scrum principles into your workflow for iterative development and operational efficiency.

• Problem Decomposition: Practice breaking down complex service design problems into manageable components, identifying root causes, and proposing innovative, customer-centric solutions.

• Tool Proficiency: Be ready to discuss your experience with collaboration tools like Miro and Figma, and potentially demonstrate basic functionality if asked.

📝 Enhancement Note: The interview process description is structured to guide candidates on what to expect and how to prepare, with a strong emphasis on the portfolio. For operations professionals, the "process and impact" focus in portfolio review and the mention of "Agile/Scrum principles" are critical takeaways, signaling that the company values demonstrable results and efficient methodologies.

🛠 Tools & Technology Stack

Primary Tools:

• Collaboration & Design: Miro, Figma, Figjam (or similar digital whiteboarding and design tools) are essential for facilitating workshops, ideation, prototyping, and creating service blueprints.

• Creative Suite: Adobe Creative Cloud (e.g., Photoshop, Illustrator) may be utilized for visual asset creation and refinement.

• Prototyping Tools: Experience with various fidelity prototyping tools to bring concepts to life and test user flows.

Analytics & Reporting:

CRM & Automation:

• Experience with CRM systems (e.g., Salesforce, Microsoft Dynamics) and workflow automation tools may be advantageous for understanding how service design integrates with broader customer relationship management and operational efficiency initiatives. Knowledge of how digital patient portals or health management platforms function would also be relevant.

📝 Enhancement Note: The explicit mention of Miro, Figma, and Figjam is a strong indicator of the collaborative and digital-first approach to service design. For operations roles, knowing these tools is often a prerequisite for process mapping, workflow design, and cross-functional collaboration. The inference about analytics and CRM tools is based on the nature of service design within a large organization that relies on data for decision-making and customer management.

👥 Team Culture & Values

Operations Values:

• Serve Faithfully: A commitment to doing what's right with a joyful heart, emphasizing ethical conduct and a positive attitude in all service design and operational efforts.

• Never Settle: A drive for continuous improvement and constant striving for better outcomes, encouraging innovation and proactive problem-solving in service design.

• In It Together: A spirit of mutual support and collaboration, fostering a team environment where designers and cross-functional partners work cohesively to achieve shared goals in service delivery.

• Make an Impact: A focus on taking initiative and delivering exceptional experiences, linking design efforts directly to tangible positive outcomes for patients, families, and the organization.

Collaboration Style:

• Cross-functional Integration: Designers are expected to be active collaborators, working closely with product managers, engineers, researchers, and CX leadership to ensure service designs are holistic and well-integrated across the ecosystem.

• Process Review & Feedback: A culture that invites and conducts design critiques and reviews, encouraging open feedback exchange to refine solutions and elevate design quality across multiple projects.

• Knowledge Sharing: A proactive approach to sharing best practices in design, process facilitation, and innovation across mediums (digital and physical) to foster a learning organization.

📝 Enhancement Note: The company's stated core values are directly integrated into the "Operations Values" section. For operations professionals, understanding these values is key to assessing cultural fit. The emphasis on "collaboration," "feedback," and "continuous improvement" aligns perfectly with the collaborative and iterative nature of effective operations teams.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Healthcare Systems: Designing services within a large, established healthcare organization requires understanding intricate workflows, regulatory compliance, and diverse stakeholder needs. The challenge lies in simplifying complexity while ensuring adherence to standards.

• Balancing Innovation with Established Practices: Introducing new service design methodologies and innovative solutions while respecting existing brand guidelines and operational constraints presents a continuous challenge.

• Measuring Impact in Healthcare: Quantifying the impact of service design on patient outcomes, operational efficiency, and organizational goals can be complex due to the multifaceted nature of healthcare.

• Evangelizing Design Thinking: Effectively communicating the value of service design and customer-centricity to stakeholders across different departments and levels of the organization requires strong advocacy and storytelling skills.

Learning & Development Opportunities:

• Specialized Healthcare Design Training: Opportunities to deepen expertise in designing for healthcare specific challenges, patient journeys, and regulatory environments.

• Leadership Workshops: Access to programs focused on developing leadership skills, strategic thinking, and team management for senior-level roles.

• Industry Conferences & Networking: Support for attending leading service design, CX, and healthcare innovation conferences to stay abreast of trends and network with peers.

• Mentorship Programs: Opportunities to be mentored by senior leaders within Baylor Scott & White Health or to mentor junior designers, fostering professional growth.

📝 Enhancement Note: Identifying these challenges and growth opportunities allows candidates to prepare for potential hurdles and align their career aspirations with the company's offerings. For operations professionals, understanding the "complexity" of healthcare and the "measurement of impact" are critical operational considerations.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a strategic initiative from a customer's perspective. What was your process, and what was the outcome?" - Preparation: Focus on your experience with experience mapping, service blueprints, and stakeholder influence. Quantify outcomes if possible.

• "How do you approach simplifying complexity in service design, especially within a large organization like ours?" - Preparation: Discuss your methods for decomposition, root cause analysis, and creating clear, actionable frameworks.

Company & Culture Questions:

• "How do your design principles align with our core values of Serving Faithfully, Never Settling, In It Together, and Making an Impact?" - Preparation: Research the company's mission and values thoroughly and prepare specific examples of how your work embodies these principles.

• "What are your thoughts on inclusive design, and how have you applied it in previous projects?" - Preparation: Be ready to discuss your understanding of inclusive design and demonstrate its practical application in creating equitable services.

Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, use a clear story arc: context/problem, your role/process, key decisions/iterations, and impact/results.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the tangible outcomes of your work (e.g., improved patient satisfaction scores, reduced wait times, increased adoption rates).

• Showcase Collaboration: Clearly articulate your interaction with cross-functional teams and how you facilitated their involvement and buy-in.

• Highlight Tools & Methods: Explicitly mention the frameworks (service blueprints, etc.) and tools (Miro, Figma) used and explain why they were the most effective for the given challenge.

• Practice Your Pitch: Rehearse your presentation to ensure it flows smoothly, stays within time limits, and effectively communicates your strategic thinking and operational impact.

📝 Enhancement Note: This section provides actionable advice for interview preparation. For operations-minded candidates, the emphasis on "quantifying impact," "stakeholder influence," and "process" is crucial. The strategy questions are designed to elicit responses that demonstrate operational thinking alongside design expertise.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided application link on the Baylor Scott & White Health careers portal.

• Curate Your Portfolio: Select 3-5 impactful projects that showcase your end-to-end service design capabilities, focusing on healthcare-relevant challenges, your strategic process, and quantifiable results. Ensure it highlights your experience with frameworks like service blueprints and your collaborative approach.

• Optimize Your Resume: Tailor your resume to highlight keywords from the job description, emphasizing your experience in service design, customer experience operations, strategic initiatives, cross-functional collaboration, and proficiency with relevant tools like Miro and Figma. Quantify achievements wherever possible.

• Prepare Your Presentation: Practice walking through your selected portfolio projects, focusing on clear storytelling, demonstrating your problem-solving methodology, and articulating the operational impact and business value of your work. Be ready to discuss your approach to Agile/Scrum.

• Research Baylor Scott & White Health: Familiarize yourself with the organization's mission, values, and recent initiatives in healthcare innovation and patient experience. Understand how your role contributes to their overarching goals.

⚠️ 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.