Service Design Strategist (US) at Elevance Health in Chicago, Illinois

Job Description:

Service Design Strategist




Location: Elevance Health operates in a Hybrid Workforce Strategy, providing various levels of flexibility while also ensuring that associates have opportunities to connect in-person. Unless in a designated virtual-eligible role and specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process.


The Service Design Strategist is responsible for generating and synthesizing consumer insights to drive the development of the consumer strategy and the design process.



How You Will Make an Impact



Primary duties may include, but are not limited to:

• Partners with research team and the business to understand needs and opportunities, existing research and insights available, provides analytical work, and brings a business and design thinking insights.


• Identifies opportunities to address business and consumer needs based on insights and developing ideas into concepts.


• Synthesizes customer research into actionable "insights canvas" document. Supports aggregation of customer data (research, call center, digital, marketing, etc.) for the purpose of generating new insights.


• Creates and executes rapid turn customer research plans (plan, discussion guides, surveys, exercises/activities, conduct interviews, synthesize findings).


• Supports facilitation of co-creation workshops


• Creates outputs including, but not limited to: quick turn research plans, discussion guides (consumer and stakeholder), surveys, summary of findings, personas, journey maps, executive-level decks, presentations and lo-fi concept testing.

Minimum Requirements:



Requires an BA/BS degree in Information Technology, Computer Science or related field of study and a minimum of 6 years of experience within Innovation, Customer Experience, or Service Design; experience in human centered design research: creating research plans, drafting discussion or field guides, conducting interviews or focus groups, conducting analysis, and synthesizing data from sources into concise summaries; Experience conducting qualitative research that focuses on both generative and evaluative objectives; and/or Project planning experience; experience applying critical thinking and creative problem-solving skills on project; experience designing researching, sense-making and pattern recognition; or any combination of education and experience, which would provide an equivalent background.



Preferred Skills, Capabilities and Experiences:

• Consulting or agency experience a plus.

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities - and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact elevancehealthjobssupport@elevancehealth.com for assistance. Apply Now