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 / User Experience Operations

Date Posted: 2026-06-02T00:00:00

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• Orchestrates human-centered services for patients and families by designing processes, technologies, and interactions from a customer's perspective.

• Leads strategic initiatives with a focus on system thinking, simplifying complexity, and fostering creativity within cross-functional teams.

• Influences stakeholders and drives alignment through compelling storytelling, strategic visions, and innovation in digital experiences.

• Coaches and mentors other designers, providing critical feedback and strategic direction to elevate the overall customer experience.

• Develops and directs design quality processes, pattern libraries, and frameworks to ensure consistency and scalability across multiple projects and teams.

📝 Enhancement Note: This role is positioned as a senior-level Service Designer (Service Designer 3), indicating a need for significant experience in leading complex design initiatives and influencing organizational strategy. The focus on "choreographing processes, technologies, and interactions" highlights a strong emphasis on operationalizing design thinking within a healthcare system, moving beyond purely aesthetic or user interface design to encompass the entire service delivery lifecycle. This aligns with a Revenue Operations/GTM focus by optimizing the patient journey for better experience, leading to potential improvements in patient retention, satisfaction, and downstream revenue.

📈 Primary Responsibilities

• Develop and implement frameworks such as experience mapping, service blueprints, and vision storyboards to support organizational evolution.

• Translate BSWH branding, existing patterns, and frameworks into scalable solutions across diverse customer experiences.

• Collaborate with stakeholders and product managers to align on concepts, requirements, and strategic direction.

• Design end-to-end user experiences, selecting appropriate mediums and fidelity levels for effective communication and testing.

• Create interactive prototypes, service blueprints, and storyboards to test ideas and communicate them internally and externally, ensuring clear rationale and customer insights.

• Conduct design critiques and reviews, providing constructive feedback and strategic direction to improve product and service quality.

• Evangelize design best practices across both digital and physical touchpoints, promoting inclusive design principles.

• Facilitate research, strategy, ideation, design, and testing of new product or service concepts within cross-disciplinary teams.

• Organize and facilitate activities to ensure critical and strategic thinking within product teams, assisting Customer Journey, Consumer Solutions, and Digital teams.

• Understand and champion customer needs to inform healthcare recommendations and drive informed decision-making for patients and their families.

📝 Enhancement Note: The responsibilities clearly indicate a senior role that bridges design strategy with operational execution. The emphasis on "translating BSWH branding and existing patterns and frameworks into solutions that scale" and "creating design cohesion across the ecosystem" points to a need for understanding how design impacts operational efficiency and customer acquisition/retention within a large healthcare system, aligning with GTM objectives.

🎓 Skills & Qualifications

Education:

• Bachelor's degree or 4 years of equivalent work experience. Experience:

• 5+ years of experience in applied service design, or a service design degree with cumulative parallel experience and service design certification. Required Skills:

• Proven experience in creating and facilitating collaborative workshops.

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

• Demonstrated experience with Agile/Scrum methodologies, and adaptability to customize them.

• Evangelization of design best practices across digital and physical mediums.

• Deep understanding of collaboration facilitation methodologies.

• Proficiency with essential design and collaboration tools such as Miro, Figma, Figjam, and Adobe Creative Cloud.

• Ability to create service prototypes, blueprints, and storyboards to quickly showcase concepts.

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

• Ability to work effectively from low fidelity to high fidelity design stages.

• Proven ability to work collaboratively within cross-disciplinary teams. Preferred Skills:

• A dedicated desire for continuous learning and staying informed on industry trends.

• Experience in understanding customer and business problems and delivering solutions.

• Experience in root cause analysis to support design recommendations.

📝 Enhancement Note: The requirement for 5+ years of experience, combined with the emphasis on "leading BSWH strategic initiatives" and "influencing stakeholders with storytelling," suggests this role is critical for driving operational improvements through design. The specific mention of tools like Miro and Figma, alongside Agile/Scrum, indicates a need for candidates who can not only conceptualize but also execute and manage design processes within a fast-paced, collaborative environment, directly impacting GTM efficiency.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A creative portfolio demonstrating a diverse range of projects and applied service design work.

• Evidence of ability to lead strategic initiatives from a customer's perspective.

• Examples of experience mapping, service blueprints, or vision storyboards developed and utilized.

• Case studies showcasing the translation of branding and frameworks into scalable solutions.

• Demonstrations of end-to-end user experience design, including appropriate fidelity and medium selection. Process Documentation:

• Examples of interactive prototypes, service blueprints, and/or storyboards used for testing and internal/external communication.

• Documentation of how design recommendations were supported by clear rationale, customer insights, root cause analysis, and feedback.

• Evidence of iterating quickly and exploring multiple solutions for given problems.

• Documentation of contributions to or creation of design quality processes, pattern libraries, and frameworks.

• Examples of facilitating research, strategy, ideation, design, and testing within cross-disciplinary teams.

📝 Enhancement Note: The emphasis on a "creative portfolio demonstrating your awesome work, including the ability to demonstrate a diverse range of projects" and the requirement to "Build interactive prototypes, service blueprints, and/or storyboards to test ideas and communicate them internally and externally" signifies a strong need for candidates who can quantitatively and qualitatively demonstrate the impact of their design work on service delivery and customer experience. This is crucial for evaluating an operations candidate's ability to drive tangible improvements and ROI.

💵 Compensation & Benefits

Salary Range:

• Estimate: $100,000 - $140,000 annually.

• Rationale: Based on industry benchmarks for Service Designers with 5-10 years of experience in major metropolitan areas like Dallas, Texas. This range reflects the senior level (Service Designer 3), the specialized skills in service design and cross-functional leadership, and the demanding environment of a large healthcare system. Factors influencing placement within this range include the depth and breadth of experience, portfolio strength, and specific impact demonstrated in previous roles.

• Research Methodology: Data aggregated from reputable sources such as Glassdoor, LinkedIn Salary, Salary.com, and industry-specific compensation reports for UX/Service Design roles in Texas, adjusted for the size and industry of Baylor Scott & White Health.

Benefits:

• Immediate eligibility for health and welfare benefits.

• 401(k) savings plan with a dollar-for-dollar match up to 5%.

• Tuition Reimbursement for continued education and professional development.

• Paid Time Off (PTO) accrual beginning Day 1, offering flexibility and work-life balance.

• Potential for other benefits that may vary based upon position type and/or level. Working Hours:

• Standard full-time hours, estimated at 40 hours per week.

• While the role is on-site, flexibility in work schedule may be available, subject to team and departmental needs, to accommodate critical project deadlines and collaborative sessions.

📝 Enhancement Note: The salary estimate is based on typical compensation for senior-level design roles in a major Texas city, considering the healthcare industry's competitive landscape. The benefits are directly pulled from the job description, highlighting aspects attractive to professionals seeking stability and growth. The emphasis on "choreographing processes, technologies, and interactions" implies that while hours are standard, the ability to manage complex projects might necessitate flexible work patterns within the on-site framework.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare Services

Company Size: Large (Baylor Scott & White Health is the largest not-for-profit healthcare system in Texas, employing thousands). This size implies a complex organizational structure, numerous departments, and a broad scope of potential service design impact, requiring strong navigational and collaboration skills.

Founded: Baylor Scott & White Health was formed in 2013 through the merger of Baylor Health Care System and Scott & White Healthcare. This history suggests a culture that values both established traditions and forward-thinking integration, aiming to combine the strengths of two large entities.

Team Structure:

• The Service Designer 3 will be part of a versatile design team with strengths in system thinking, complexity simplification, and creativity facilitation.

• This team likely includes other designers, researchers, content strategists, and potentially product managers.

• Collaboration is expected with a wide array of stakeholders including research, product design, content design, engineering, analytics, product managers, and CX leadership.

• The reporting structure will likely place the Service Designer 3 within a design or innovation department, reporting to a design lead or manager. Methodology:

• The team emphasizes a customer-centric approach, focusing on human-centered service delivery for patients and families.

• Data-driven decision-making is implied, with collaboration with analytics teams and the need to inspire trust via "customer insights, root cause analysis, and feedback."

• Workflow planning and optimization are core to the role, evidenced by the creation of "service blueprints, experience mapping, and vision storyboards."

• Automation and efficiency practices are likely integrated through the design of scalable solutions and the use of efficient design tools.

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

📝 Enhancement Note: The company's status as the largest not-for-profit healthcare system in Texas suggests a significant opportunity for impact and a complex, multi-faceted environment. The core values (Serve Faithfully, Never Settle, In It Together, Make an Impact) provide insight into the expected professional behaviors and organizational priorities, which are crucial for understanding how design initiatives are perceived and integrated.

📈 Career & Growth Analysis

Operations Career Level: This role is classified as a "Service Designer 3," indicating a senior-level position. It's beyond an entry-level or mid-level designer, suggesting significant autonomy, leadership responsibilities, and the expectation of driving strategic initiatives. The scope includes influencing organizational strategy through a customer-centric lens.

Reporting Structure: The Service Designer 3 will collaborate extensively with various product teams, CX leadership, engineering, analytics, and product managers. They are expected to serve as a "key advisor across product teams" and "coach and mentor other designers and team members." This indicates a matrixed reporting structure where functional reporting might be to a design manager, but project-based influence and collaboration are broad.

Operations Impact: The Service Designer 3's impact is directly tied to improving the patient and family experience, which in turn influences patient satisfaction, loyalty, and potentially downstream revenue through repeat visits, positive word-of-mouth, and efficient service delivery. By "choreographing processes, technologies, and interactions," they optimize the operational flow of services, directly contributing to the efficiency and effectiveness of the healthcare system's GTM strategy by ensuring a smooth and positive customer journey.

Growth Opportunities:

• Operations Skill Advancement: Opportunity to deepen expertise in service design methodologies, system thinking, and complex problem-solving within the healthcare sector, a highly specialized domain.

• Leadership Development: Potential to move into management roles (e.g., Design Lead, Manager of Service Design) or become a principal/staff designer, leading larger strategic initiatives and mentoring more junior team members.

• Cross-Functional Expertise: Gaining deep insights into healthcare operations, product development, and customer experience management, broadening professional capabilities beyond pure design.

• Specialization: Opportunity to specialize in specific areas of healthcare service design, such as digital patient portals, care navigation, or patient engagement strategies.

📝 Enhancement Note: The "Service Designer 3" title signifies a path towards leadership and strategic influence within the operations of a large healthcare organization. The role's focus on process and system design directly impacts operational efficiency and the customer journey, making it a critical component of the GTM strategy. Growth opportunities are plentiful for those who can demonstrate impact in improving service delivery and patient outcomes.

🌐 Work Environment

Office Type: The role is designated as "On-site," implying a primary work location within a Baylor Scott & White Health facility. This setting is likely a professional office environment, possibly within an administrative building or a dedicated design/innovation hub.

Office Location(s): The primary location specified is Dallas, Texas, at the Administrative Building. Baylor Scott & White Health operates numerous facilities across Texas, so while this role is based in Dallas, the impact and collaboration might extend across the system.

Workspace Context:

• Collaborative Environment: The role requires extensive collaboration with diverse teams (research, product, engineering, analytics, etc.). The workspace is expected to facilitate this through meeting rooms, whiteboarding areas, and open-plan spaces.

• Operations Tools & Technology: Access to industry-standard design and collaboration tools such as Figma, Miro, Figjam, and Adobe Creative Cloud is essential and will be provided. The environment will support digital workflow and communication.

• Team Interaction: Opportunities for frequent interaction with design peers, product managers, and stakeholders are inherent to the role, fostering knowledge sharing and collective problem-solving.

Work Schedule:

• Standard full-time hours (approximately 40 hours per week) are expected.

• While on-site, the nature of service design, especially in a healthcare context, may require flexibility to accommodate project deadlines, stakeholder availability, and critical problem-solving sessions. This could involve occasional extended hours or adjusted schedules to ensure project success.

📝 Enhancement Note: The on-site requirement is significant for a service design role, emphasizing the need for in-person collaboration, facilitation, and direct engagement with the organizational environment. This likely supports the "choreographing processes, technologies, and interactions" aspect by allowing for deeper immersion in the operational realities of the healthcare system.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess qualifications and experience alignment.

• Phone/Video Interview: An introductory conversation with a recruiter or hiring manager to discuss your background, interest in the role, and initial fit.

• Portfolio Review & Design Challenge: A deep dive into your portfolio, potentially including a presentation of specific case studies. You may be given a design challenge to assess your problem-solving skills, strategic thinking, and ability to apply service design principles to healthcare scenarios.

• On-site Interviews: Interviews with cross-functional team members, including designers, product managers, engineers, and CX leadership, to evaluate collaboration skills, strategic thinking, and cultural fit.

• Final Interview: Possibly with senior leadership for final approval.

Portfolio Review Tips:

• Showcase Strategy & Impact: Clearly articulate the problem, your role, the process you followed, the solutions you designed, and, most importantly, the impact (quantitative and qualitative) of your work on users and the business. For this role, focus on how your designs improved patient experience, operational efficiency, or stakeholder alignment.

• Diverse Projects: Include a variety of projects that demonstrate your ability to handle different types of service design challenges, from digital to physical touchpoints, and across different fidelities.

• Process Clarity: For each project, clearly explain your design process, including research methodologies, ideation techniques, prototyping methods, and how you incorporated feedback.

• Tool Proficiency: Highlight your mastery of tools like Figma, Miro, and Adobe Creative Cloud, demonstrating how they were instrumental in your process and deliverables.

• Healthcare Context: If possible, include projects with healthcare or complex service environments to demonstrate relevant domain understanding.

Challenge Preparation:

• Understand BSWH: Research Baylor Scott & White Health's mission, values, services, and current initiatives. Understand their patient demographics and the general healthcare landscape in Texas.

• Service Design Fundamentals: Be prepared to discuss core service design principles, methodologies (e.g., double diamond, journey mapping, blueprinting), and their application in complex organizations.

• Problem-Solving: Practice articulating how you would approach a given problem, breaking it down, identifying user needs, and proposing innovative, human-centered solutions.

• Collaboration & Facilitation: Be ready to discuss how you facilitate workshops, manage stakeholder expectations, and collaborate effectively with technical and non-technical teams.

📝 Enhancement Note: The interview process is designed to assess not only design skills but also strategic thinking, collaboration capabilities, and understanding of complex operational environments like healthcare. A strong portfolio demonstrating tangible impact and a well-articulated process is crucial for this senior-level role.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: For collaborative interface design, prototyping, and component-based design systems. Expected proficiency in creating high-fidelity mockups and interactive prototypes.

• Miro/Figjam: For collaborative whiteboarding, ideation, journey mapping, service blueprinting, and workshop facilitation. Essential for illustrating complex service flows and fostering team alignment.

• Adobe Creative Cloud (e.g., Illustrator, Photoshop, XD): For graphic design elements, image manipulation, and potentially creating visual assets or more complex prototypes.

Analytics & Reporting:

• While not explicitly listed as a primary tool for the designer, collaboration with analytics teams implies an understanding of how user behavior data informs design decisions and how design impact is measured. Familiarity with analytics platforms (e.g., Google Analytics, Adobe Analytics) would be beneficial for interpreting data provided by specialists. CRM & Automation:

• Understanding how CRM systems (e.g., Salesforce, though not specified) and marketing/service automation tools support customer journeys and operational processes would be advantageous. The role focuses on designing the customer experience that these systems support.

📝 Enhancement Note: The emphasis on Figma, Miro, and Adobe Creative Cloud highlights a modern, collaborative design workflow. Proficiency in these tools is non-negotiable for a Service Designer. The mention of collaboration with analytics and product managers suggests an expectation that designers understand how to integrate their work with data-driven insights and operational systems to achieve business objectives.

👥 Team Culture & Values

Operations Values:

• Serve Faithfully: Demonstrates a commitment to acting with integrity and doing what's right for patients, families, and the organization, with a joyful heart. This translates to ethical design practices and a focus on patient well-being.

• Never Settle: Encourages continuous improvement and a proactive approach to identifying opportunities for enhancing services and processes. This means always striving for better patient experiences and operational efficiencies.

• In It Together: Emphasizes teamwork, mutual support, and collaborative problem-solving. This value is critical for a role that requires extensive cross-functional interaction and seamless service delivery.

• Make an Impact: Drives initiative and a focus on delivering exceptional experiences. This means taking ownership, being results-oriented, and ensuring that design efforts lead to tangible positive outcomes for patients and the organization.

Collaboration Style:

• Cross-functional Integration: Expect a highly collaborative environment where designers work closely with product managers, engineers, researchers, content strategists, and CX leadership. The Service Designer 3 is expected to act as a bridge between these disciplines.

• Process Review & Feedback: A culture that likely encourages regular design critiques and feedback sessions to ensure quality, consistency, and continuous improvement of services and processes.

• Knowledge Sharing: Encouragement of sharing best practices, learnings, and insights across teams to foster a collective understanding of customer needs and design excellence.

📝 Enhancement Note: The company's core values are deeply integrated into the professional expectations. For a Service Designer, "Serve Faithfully" means prioritizing patient well-being, "Never Settle" means driving innovation in service delivery, "In It Together" means fostering strong team collaboration, and "Make an Impact" means focusing on measurable improvements in the patient journey and operational efficiency.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Healthcare Complexity: The healthcare industry is highly regulated, complex, and often carries significant emotional weight for users. Designing effective services requires deep empathy and understanding of these unique challenges.

• Balancing Stakeholder Needs: Juggling the diverse and sometimes conflicting needs of patients, clinical staff, administrators, and regulatory bodies requires strong negotiation and communication skills.

• Driving Change in a Large Organization: Implementing new service designs and processes within a large, established organization like Baylor Scott & White Health can be slow and require significant change management efforts.

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

Learning & Development Opportunities:

• Operations Skill Advancement: Deepen expertise in healthcare operations, patient experience management, and the strategic application of service design in a critical sector.

• Industry Conferences & Certifications: Opportunities to attend leading service design, UX, and healthcare innovation conferences, and potentially pursue specialized certifications.

• Mentorship & Leadership: Access to mentorship from senior leaders within the organization and opportunities to develop leadership skills through coaching junior designers and leading strategic projects.

• Cross-Disciplinary Learning: Gaining in-depth knowledge of clinical workflows, technological systems, and business operations within a major healthcare provider.

📝 Enhancement Note: The challenges presented are inherent to senior roles in complex industries. The growth opportunities highlight pathways for professional development that are directly aligned with building a robust career in service design and operations, particularly within the healthcare domain.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you redesigned. What was the problem, your approach, and the impact on users and the organization?" (Focus on process, metrics, and stakeholder management.)

• "How do you facilitate workshops with diverse stakeholders (e.g., clinicians, administrators, patients) to achieve alignment on strategic visions?" (Highlight your facilitation methodologies and conflict resolution skills.)

• "Imagine we need to improve the patient onboarding process for a new specialist clinic. How would you approach this as a Service Designer, and what key elements would you focus on?" (Demonstrate your end-to-end design process and strategic thinking.) Company & Culture Questions:

• "How do Baylor Scott & White Health's core values (Serve Faithfully, Never Settle, In It Together, Make an Impact) align with your personal and professional approach to service design?" (Research values and provide specific examples.)

• "How do you ensure inclusive design practices are embedded in your work, especially within a diverse patient population?" (Showcase your understanding of inclusive design principles and their practical application.)

• "Describe a time you had to influence stakeholders who were resistant to a design recommendation. How did you build trust and achieve buy-in?" (Focus on your communication, storytelling, and rationale-building skills.) Portfolio Presentation Strategy:

• Storytelling is Key: Frame your case studies as narratives. Start with the challenge, introduce the stakeholders and users, detail your creative process, showcase your solutions, and conclude with the measurable impact and key learnings.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your designs (e.g., improved patient satisfaction scores, reduced wait times, increased task completion rates, operational cost savings).

• Show, Don't Just Tell: Use visuals (wireframes, prototypes, service blueprints, photos of workshops) to illustrate your work and process.

• Tailor to BSWH: Highlight projects that demonstrate experience in complex service environments, healthcare (if applicable), or large organizations, and connect your work to BSWH's mission and values.

📝 Enhancement Note: Preparing for these types of questions requires demonstrating a deep understanding of service design principles, strategic thinking, strong interpersonal skills, and the ability to articulate the value of design within a healthcare operations context.

📌 Application Steps

To apply for this operations position:

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

• Portfolio Customization: Curate your portfolio to prominently feature projects that demonstrate your experience in service design, system thinking, cross-functional collaboration, and driving tangible improvements in user experience, especially in complex environments. Highlight case studies involving process optimization, user journey mapping, and service blueprinting.

• Resume Optimization: Tailor your resume to highlight keywords from the job description such as "Service Design," "System Thinking," "Customer-Centric," "Human-Centered," "Process Choreography," "Workshop Facilitation," "Agile/Scrum," and proficiency with tools like "Figma" and "Miro." Quantify achievements with specific metrics whenever possible.

• Interview Preparation: Practice presenting your portfolio case studies, focusing on articulating your role, process, and the impact of your work. Prepare to discuss your approach to collaborative workshops, stakeholder management, and how you'd apply service design principles to BSWH's specific challenges.

• Company Research: Thoroughly research Baylor Scott & White Health's mission, values, services, and recent news. Understand their commitment to patient well-being and innovation, and be prepared to articulate how your skills and approach align with their organizational goals and culture.

⚠️ 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.