Service Design Manager (Manager Design Center - 25041799)

The Design Center Manager (DCM) is responsible for leading a team of designers to ensure effective, executive facilitation of innovation labs and solutions are identified. The DCM will ensure the team is constantly learning and testing new techniques to increase the effectiveness of the Design Center. The DCM is responsible for leading and developing consumer personas, journey maps, service blue-prints, and overall storytelling. The DCM will utilize a human-centered, design-based approach when coordinating all innovation labs at the Design Center integrating empathy research, co-creation, and iterative prototyping. The DCM will participate in and lead design thinking and innovation focused educational events to support a culture of innovation at AHS. The DCM will work closely with other members of the team to ensure the overall success of the innovation strategy at AdventHealth.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:
• Participate in the initial and ongoing development of guiding principles, internal philosophy on innovation and strategies for design center to ensure success.
• As requested by the Executive Director of Strategic Design, participate in formal and informal presentations across the company (executives to front line staff) on design thinking, innovation and like topics.
• Provide management to the design of innovation labs and ensure effective and professional facilitation.
• Provide inspiring leadership to the designers, cultivating a learning, creative and highly productive work environment.
• Provide data and/or reports on innovation labs to leadership as requested to research effectiveness of projects.
• Ensure solutions are co-created within parameters established by the Executive Director of Strategic Design.
• Work closely with leadership to ensure an inspiring, open and productive environment for AdventHealth executives and teams that participate in labs/events/tours at the AdevnetHealth Design Center.
• Collaborate with consumer intel/mkt research, marketing, user experience and other internal teams as appropriate to ensure the voice of the customer directly or indirectly influences solutions.
• Collaborate with the strategic alliance and information technology teams to ensure they are incorporated into the co-creation process as appropriate.
• Lead design projects with a team of researchers, designers, service designers, and strategists.
• Development of detailed service design playbooks, processes, and technology requirements to bring the experience to life as well as key performance indicators and performance measurement processes and analytics.
• Build trusting relationships with key partners and stakeholders, inspiring change
• Maintain a deep knowledge of the changing healthcare market trends and adjacent industry competitors

KNOWLEDGE AND SKILLS REQUIRED:
• Deep knowledge of design thinking/human centered design
• Deep knowledge and proven experience in service design; Storytelling, Problem-Solving, Journey Mapping, Service Blueprint, Prototyping Usability Testing and Data Visualization.
• Deep knowledge of design research and application for service development.
• Deep knowledge of innovative technology and technology application in healthcare.
• Skilled at leading innovation/design thinking teams
• Exceptional facilitation skills
• Creative, strategic approach to problem resolution; Adaptable to current research in innovation and creative tools
• Excellent verbal and written communication skills
• Ability to share and receive information and ideas from all levels of the organization in order to achieve desired results
• Ability to think quickly and adapt to changing situations; self-motivated and resourceful
• Analytical, creative, and strong interpersonal skills
• Skilled in designing highly effective innovation labs
• Knowledge of design thinking/human centered design
• Demonstrated ability to meet/exceed deadlines
• General business knowledge

KNOWLEDGE AND SKILLS PREFERRED:
• Dynamic presenter and educator in design thinking and innovation
• Knowledge of Theory U (work by C. Otto Scharmer)
• Knowledge of healthcare administration
• Highly skilled in design thinking and/or innovation

EDUCATION AND EXPERIENCE REQUIRED:
• Bachelor’s degree in Business, Communications, Design Thinking, Human Centered Design, Innovation, Sociology, Psychology or like degree
• Experience facilitating design labs to co-create solutions to complex problems/possibilities
• 3+ years’ experience in immersive, human-centered design in a professional setting
• Experience leading teams
• Experience working with executive leadership

EDUCATION AND EXPERIENCE PREFERRED:
• Experience in consumer product or service design
• Experience in a leadership role in user experience
• Master’s in Design Thinking, Human Centered Design, Innovation, or like degree
• 5+ years of experience in a design and/or innovation lab
• Experience in healthcare
• Experience planning and executing a design and/or innovation center from the ground up
• Received education/training from IDEO and/or the Stanford’s D school
• Invited presenter on innovation and/or design thinking at local or regional society/industry meetings
• Experience in improvisation