As a Service Design Analyst you will be responsible for optimizing and monitoring Collective Health’s service offerings and workflows to optimize for the end user’s experience in a way that is scalable and sustainable. You will work closely with the various enabling business partners to ensure operational readiness, optimize current workflows and processes, as well as create and roll out new service offerings that will exceed our member’s and client’s needs.

What you’ll do:

• Provide key support in the rollout and implementation of new Service Offerings for Collective Health’s Customer Experience teams, including developing and gathering requirements and ensuring solutions meet business needs.
• Ensure Operational readiness by partnering with critical support functions, KM, Learning, Prod Ops, and WFO.
• Evaluate business processes and workflows, anticipate requirements, uncover areas for improvement, and develop and implement solutions.
• Conduct meetings and presentations to share ideas and findings across all levels.
• Document and clarify departmental processes and procedures to ensure accurate operational efficiency within departments and across departments.
• Must be able to communicate effectively and clearly express ideas to business partners and represent the interests of the business.
• Participate in design, development, and implementation of large and complex enterprise wide applications.
• Must be able to manage multiple projects, develop project plans, and monitor performance.
• Partner with enabling stakeholders to drive projects within department, from conception to completion with minimal guidance; identify and communicate conflicting needs; handle bottlenecks expeditiously and proactively; track and facilitate follow-through.
• Must demonstrate leadership; earn and maintain credibility, trust and support.
• Assist in training new team members.
• Mentor new and existing team members.
• Operate as an escalation point for team members regarding questions.
• Assist in peer reviewing work and providing feedback to team members.
• Maintain expert level SD industry best practices and share best practices with the team.
• Act as a lead for the major projects that the full team is supporting.
• Represent SD team for the business during change management efforts.
• Assist in reviewing, documenting, and building team processes and training.
• Cover for manager in business partner meetings and sending team status updates as needed.

To be successful in this role, you’ll need:

• Three or more years of professional business experience
• Three or more years of experience in a project leadership role; with proven success in role
• Experience working in a service or operations environment required, healthcare experience preferred
• Exceptional analytical and conceptual thinking skills
• Excellent verbal and written communication skills
• Ability to complete tasks with minimal guidance
• Ability to manage multiple priorities and projects daily
• Advanced technical skills
• Excellent documentation skills
• Experience creating detailed reports and giving presentations
• A track record of following through on commitments
• Excellent planning, organizational, and time management skills
• A history of leading and supporting successful projects
• Ability to lead through change and mitigate risks associated with change
• Ability to mentor and provide meaningful feedback to peers
• Ability to lead peers through team projects
• Maintain a high level of professionalism and performance with minimal coaching or guidance from leader.
• Successful track record of implementing impactful service design changes while meeting high quality standards, project timelines and commitments, and with minimal coaching or guidance from manager.

Pay Transparency Statement

This is a hybrid position based out of one of our offices: Plano, TX, or Lehi, UT. Hybrid employees are expected to be in the office two days per week. #LI-hybrid

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/benefits/.