Baylor Scott & White Health · 19 hours ago
Service Design Manager
Dallas, TX
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expBaylor Scott & White Health is seeking a Service Design Manager to shape patient and caregiver experiences within their healthcare system. This role involves leading a team of service design practitioners, ensuring quality and consistency in service design methods, and translating strategic initiatives into actionable projects.
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Responsibilities
Lead, coach, and develop a team of 4–5 service design individual contributors
Conduct regular coaching sessions, performance feedback, and career development planning
Foster a collaborative, inclusive, and psychologically safe team culture
Support recruiting, onboarding, and mentoring of new team members
Ensure consistency and rigor across service design methods, artifacts, blueprinting, journey mapping, and service standards
Develop and maintain templates, playbooks, and guidance for repeatable engagements
Provide quality oversight and critique on deliverables to improve clarity, insight generation, and stakeholder alignment
Evolve methods to support both digital and physical channels in a healthcare context
Translate strategic initiatives into actionable project assignments
Partner with Design Operations to support intake, prioritization, capacity planning, and project tracking
Help define engagement models, rituals, and workflows that support cross-functional collaboration
Establish visibility and traceability of service design artifacts across the organization
Build strong relationships with Product, Clinical Operations, Digital Platform teams, Marketing, Customer Research, and other key partners
Collaborate fluidly with UX Design Managers, Research Managers, and Design Operations peers to align scope, timelines, and deliverables
Advocate for human-centered decision-making and service standards in cross-disciplinary settings
Communicate project status, risks, opportunities, and practice maturity updates to executive leadership
Adjust communication style to meet the needs of executives, managers, and frontline contributors
Represent the service design practice in cross-functional planning forums
Qualification
Required
EDUCATION - Bachelor's or 11 years of work experience
7+ years of hands-on Service Design (preferred), Experience Design, or Design Strategy experience, with a strong portfolio demonstrating system thinking, service design artifacts, and end-to-end design methods
10–12 years of total professional experience reflecting a blend of design leadership, strategy, and/or cross-functional collaboration
Demonstrated experience leading design engagements in complex organizations
Proven ability to coach designers and elevate the quality of their work
Experience leading cross-functional teams through ambiguity and complexity
Excellent facilitation, storytelling, and communication skills
Preferred
Prior experience in healthcare, clinical services, or regulated industries
Experience influencing without authority across multiple business units
Familiarity with service design operations, toolkits, and artifact governance
Experience operationalizing design methods at scale
Benefits
Immediate eligibility for health and welfare benefits
401(k) savings plan with dollar-for-dollar match up to 5%
Tuition Reimbursement
PTO accrual beginning Day 1
Company
Baylor Scott & White Health
Baylor Scott & White Health is a non-profit health care system that research about the outpatient, and emergency treatment services.
10001+ employees
H1B Sponsorship
Baylor Scott & White Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (17)
2024 (9)
2023 (6)
2022 (5)
2021 (4)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
J
Jennifer Mitzner
Executive Vice President & CFO
Recent News
2025-12-09
Company data provided by crunchbase