Principal Service Designer (Remote/Flexible) at Insulet in Acton, Massachusetts

Job Description:

Company Overview

Insulet started in 2000 driven to achieve our mission of enabling our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients who have insulin-requiring diabetes, by using innovative technology that is wearable, waterproof, and lifestyle accommodating. We are on an exciting trajectory of significant growth and global expansion enabling us to reach more patients around the globe.

We are looking for highly motivated, performance driven individuals who want to be part of building our UX Center of Excellence and be at the forefront of our rapidly growing global footprint. We are looking to hire amazing people who are guided by shared values and desire to exceed customer expectations. Our continued success depends on it.

Position Overview

The Insulet UX team is seeking a customer-obsessed Principal Service Designer to join our team. You will lead high-impact service design initiatives that bridge strategy, technology, and customer experience, driving transformation in complex ecosystems. This role is for a hands-on leader who establishes a vision and strategy, scales their impact by empowering others, including them in the design thinking process and elevates the design quality of the entire team. You will develop strong relationships with fellow UX Leaders as well as Product, Engineering, and Business leaders throughout the organization to launch bar-raising user experiences for patients, care givers and health care providers around the world. As a creative leader, you have a passion for solving our customers' problems, always putting their needs first.

Responsibilities

• You will lead service design looking across our global product suites, starting with our digital customer experience team. You will partner closely with the product managers and lead engineers and others to ensure that we deeply understand the current experience and align on a future state.


• Influence UX design and product and leadership through the development of frameworks that help simplify the product user and customer experiences.

• Architect end-to-end service blueprints, aligning cross-functional teams to improve workflow efficiency, customer retention, and business outcomes

• Facilitate large-scale workshops and strategy sessions, turning ambiguous problems into actionable roadmaps for digital and service innovation

• Champion organizational change and service design maturity, embedding design thinking and research-back decision-making into company strategy.


• Mentor and grow design talent, fostering a culture of innovation, experimentation, and inclusive leadership across product, engineering , marketing and other teams

• Uplevel the overall UX team through modeling and critique and collaborative mentorship.


• Influence strategic product direction through your deep expertise and ability to communicate design rationale across teams with clarity and influence

Required Leadership/Interpersonal Skills & Behaviors

• Ability to present your ideas and work to partners and executive leadership in clear, concise manner


• Measure the success and effectiveness of service design initiatives


• Collaborate with product managers, and development leads and others to understand and co-create detailed requirements


• Extensive experience in using UX design standard methodologies to design solutions, and a deep understanding of mobile-first and adaptable design.


• To be a lead advocate for design thinking processes, ideas, and solutions clearly and effectively with our partners in product, design, engineering, marketing, customer care, and data science.


• Ability to lead and successfully drive impact in a matrixed organization

• The Principal Service Designer will elevate the entire UX team. You will inspire and mentor UX practitioners and partners, leading projects throughout the planning, design, and development cycle. You are expected to think like a strategist, lead as a servant, and always raise the quality of the UX while being a relentless advocate for customers. You will use your organization and positive communication skills to bring clarity to chaos, working strategically with other team leaders and team members across the organization. You love a juicy complex problem to solve!

Required Skills and Competencies

• Deep expertise in design tools such as Figma, Framer, FigJam, Adobe Creative Cloud, JIRA, Confluence, Miro


• Thoughtful online portfolio that shows proven tr ack record of innovation and strategy work within the mobile ecosystem and beyond digital.


• Ability to think systemically and holistically about product ecosystems and user needs


• Ability to navigate ambiguity and drive innovation across platforms


• Deep passion for user-centered design and advocacy for the customer experience, track record of using user research and data for decision making


• Have an extraordinary aesthetic sense for beautiful designs and pay attention to the details


• Expert storyteller and influencer


• Proven track record for providing and effectively communicating strategic and tactical. recommendations based on data to all levels of the organization


• Preferred qualification: Background in Consumer products design within large ecosystems


• Preferred qualification: Familiar with Medical Device development processes

Education and Experience

• BS in Design, Graphic Design, HCI, Computer Science and 8 years' experience in related fields.


• In lieu of a degree, must have 12 years of experience


• Experience in Global Consumer projects from design strategy through execution


• 10+ years of mobile app and service design experience


• 5 years working in an Agile environment

Additional Information

• The position can be remote.


• Travel is estimated at 10-15% but will flex depending on business need.

NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote

Additional Information:
The US base salary range for this full-time position is $167,550.00 - $251,325.00. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet's flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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