Job Description

Title: Senior Service Designer

Location: Remote, Contiguous US

Alma is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. When a provider joins Alma, they gain access to a suite of tools that not only help them better run their business, but also grow it sustainably and develop as a provider. Alma is available in all 50 states, with over 11,000 therapists in our growing network. Anyone looking for a therapist can browse Alma’s free directory. Alma has raised $220.5M in funding from Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, Cigna Ventures, and Rainfall Ventures. Alma was also named one of Inc’s Best Workplaces in 2022.

Senior Service Designer

Alma is seeking a mission-driven Senior Service Designer to join our team. You will be focused on designing services and workflows that support mental health providers in growing a thriving private practice and people seeking high-quality, affordable care. The ideal candidate is someone who believes that great design requires collaboration, curiosity, and comfort with complexity, and is excited to evangelize a new Service Design practice at Alma.

What you’ll do:

  • Use human-centered and participatory design methods to build a strong understanding of current-state processes and articulate a future vision for our services.
  • Build service design and design thinking artifacts (eg., service blueprints, user journeys, flows, and process maps) to achieve buy-in on the problem and solution
  • Collaborate with partners in Operations, Product, Marketing, Sales, and Legal to drive progress on key company-level initiatives and improvements to our policies and services
  • Understand and advocate for user needs by leading foundational research studies (interviews, surveys, ethnographic research) and testing service concepts
  • Facilitate workshops and co-design sessions
  • Gather and incorporate feedback from teammates and stakeholders
  • Help establish Service Design as a function within our Product Design team by establishing processes, defining an engagement model, and educating stakeholders

Who you are:

  • You have 5+ years of experience in service design, design strategy, human-centered design, ideally in a complex industry (eg., healthcare, government, finance, education) or a two-sided marketplace
  • You have a portfolio with case studies that demonstrate a deep understanding of user needs and your creative problem-solving skills
  • You are a curious, ambitious, empathetic, and strategic designer. You’re a total pro in Human-centered and Service Design methodologies and deliverables.
  • You use digital design tools (Figma, Sketch, Framer, React) to articulate your ideas and produce artifacts (eg., Service Blueprints, flows)
  • You have demonstrated experience in user research, including planning studies, moderating sessions, and synthesizing insights into actionable recommendations
  • You are highly autonomous in your work. You’re comfortable working in a fast-paced startup environment, making decisions without all of the answers in front of you, and evangelizing the practice of Service Design to those unfamiliar with it.
  • You believe that well-designed products and services are accessible and usable for all. Your work reflects that philosophy.
  • You are passionate about Alma’s mission and the future of mental health care