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Senior Director, Service Design, AI Transformation

3 hours ago
Anywhere
Full-time
Lead
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
Machine Learning Prototyping
Apply Now
Spring Health

Spring Health

Spring Health is a company that offers a comprehensive and personalized mental healthcare solution for teams and families. They provide clinically proven technology and world-class providers to deliver precise care tailored to individual needs, elimina...

Health Care Providers & Services
1K-5K
Founded 2016
$366M raised
View All Jobs 50

Description

  • Design and improve end-to-end customer journeys across digital, human, and operational channels.
  • Create and maintain service blueprints, journey maps, and ecosystem maps for current and future states.
  • Conduct user research, stakeholder interviews, and behavioral data analysis to identify unmet needs and root causes.
  • Redesign workflows and handoffs to reduce complexity, eliminate manual work, and lower cost to serve.
  • Apply AI and automation strategies to improve efficiency, productivity, and operational performance.
  • Identify, prioritize, and operationalize high-value AI use cases across service delivery and decision making.
  • Partner with Product, Engineering, Data Science, and Operations to embed AI capabilities into core workflows.
  • Lead cross-functional alignment through workshops, working sessions, and executive-level storytelling.
  • Translate insights into strategic recommendations, prototypes, and validated implementations.
  • Define, track, and report on success metrics for adoption, efficiency, cost reduction, and service performance.

Requirements

  • 10+ years of experience across service design, operations, product, or experience design in complex systems.
  • Deep systems thinking and expertise in service blueprinting across multi-team environments.
  • Strong user research and insight synthesis skills with the ability to connect qualitative and quantitative data.
  • Advanced facilitation and stakeholder alignment experience, including senior and executive-level stakeholders.
  • Expertise in journey mapping, process design, and service-level problem solving across digital and operational systems.
  • Strong AI literacy, including automation and machine learning use cases translated into operational applications.
  • Strategic thinking and business acumen with the ability to connect design decisions to cost, efficiency, and performance.
  • Prototyping and concept development skills, with a bias toward testing and validating ideas in real environments.
  • Data-informed decision making experience, including defining metrics, measuring impact, and driving continuous improvement.
  • Experience operating in complex, cross-functional environments and influencing without authority.

Benefits

  • Target base salary of $160,000 - $180,000.
  • Competitive total rewards package including equity and benefits.
  • Health, dental, and vision insurance starting on day one.
  • HSA and FSA plans, with Spring contributing up to $1K to HSAs depending on plan type.
  • Employer-sponsored 401(k) match of up to 2%.
  • Yearly allotment of no-cost visits to Spring Health therapists, coaches, and medication management providers for employees and dependents.
  • Competitive paid time off, including vacation, sick leave, and company holidays.
  • Parental leave after 6 months of tenure: 18 weeks for birthing parents and 16 weeks for non-birthing parents.
  • Access to fertility care support through Carrot, plus $4,000 reimbursement for related fertility expenses.
  • Access to Wellhub, BrightHorizons, Noom, up to $1,000 in annual professional development reimbursement, and $200 in yearly donation matching.

Interested in this position?

Apply directly on the company website

Apply Now

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