Service Design Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Design Lead based in Mexico.

Join a mission-driven organization transforming the healthcare experience for older adults through innovative, human-centered solutions. In this strategic role, you will lead service design and research initiatives that shape the end-to-end experience of members across healthcare, wellness, and support services. Working at the intersection of user needs, operational excellence, and business objectives, you will uncover insights that drive meaningful improvements and long-term impact. This is an opportunity to influence key organizational decisions, collaborate with multidisciplinary teams, and champion a culture of evidence-based innovation. If you are passionate about service design, systems thinking, and creating better experiences for people, this role offers a unique platform to make a difference at scale.

• Lead strategic research initiatives to deeply understand user needs, behaviors, pain points, and opportunities across the member journey.
• Design and execute qualitative and quantitative research programs, transforming complex findings into actionable insights for multiple business functions.
• Develop and evolve end-to-end service experiences that align user expectations, operational processes, and organizational goals.
• Create and maintain key service design artifacts, including customer journey maps, service blueprints, ecosystem maps, and operating models.
• Facilitate workshops, co-creation sessions, and stakeholder alignment activities to drive innovation and cross-functional collaboration.
• Manage strategic experience improvement projects from discovery through implementation and impact measurement.
• Identify, prioritize, and recommend high-value opportunities based on research evidence and business objectives.
• Collaborate closely with Product, Operations, Customer Experience, Commercial, and Leadership teams to ensure scalable and consistent service delivery.
• Promote research and service design best practices across the organization, helping elevate decision-making processes and customer-centric thinking.

Requirements

• Proven experience in Service Design, User Research, Customer Experience, Design Strategy, or a related discipline.
• Strong expertise in qualitative and quantitative research methodologies, including planning, execution, synthesis, and insight generation.
• Demonstrated ability to design and optimize complex end-to-end services across multiple touchpoints and stakeholder groups.
• Experience creating and leveraging service design frameworks such as customer journeys, service blueprints, ecosystem maps, and systems models.
• Strong analytical thinking with the ability to translate ambiguity into clear opportunities and strategic recommendations.
• Excellent facilitation, communication, and stakeholder management skills, with the ability to influence decisions through evidence and structured thinking.
• Ability to work autonomously, lead initiatives from concept to implementation, and manage multiple priorities simultaneously.
• Systems-thinking mindset with a strong understanding of how user, business, and operational needs intersect.
• Passion for designing inclusive, meaningful experiences, particularly within healthcare, wellness, or services supporting older adults.

Benefits

• Fully remote work environment based in Mexico.
• Additional vacation days beyond statutory requirements.
• Comprehensive private health insurance coverage.
• Unlimited virtual healthcare support, including general medicine, nutrition, and psychological assistance for you and eligible family members.
• Access to wellness and fitness programs.
• Professional development support, including courses, workshops, books, and learning resources.
• Home office equipment and tools required to perform your role effectively.
• Monthly work-from-home allowance.
• One-time ergonomic workspace allowance to help optimize your remote working environment.
• Opportunity to contribute to a fast-growing, purpose-driven organization making a meaningful social impact.