Senior Service Designer, Member Experience

Homeward is rearchitecting the delivery of health and care in partnership with communities everywhere, starting in rural America. Today, 60 million Americans living in rural communities are facing a crisis of access to care. In the U.S. healthcare system, rural Americans experience significantly poorer clinical outcomes. This trend is rapidly accelerating as rural hospitals close and physician shortages increase, exacerbating health disparities. In fact, Americans living in rural communities suffer a mortality rate 23 percent higher than those in urban communities, in part because of the lack of access to quality care.

Our vision is care that enables everyone to achieve their best health. So, we’re creating a new healthcare delivery model that is purpose-built for rural America and directly addresses the issues that have historically limited access and quality. Homeward supports Medicare-eligible beneficiaries by partnering with health plans, providers, and communities to align incentives – taking full financial accountability for clinical outcomes and the total cost of care across rural counties.

As a public benefit corporation and Certified B Corp™, Homeward’s mission and business model are aligned to address the healthcare, economic, and demographic challenges that make it challenging for rural Americans to stay healthy. Our Homeward Navigation™ platform uses advanced analytics to connect members to the right care and local resources that address social determinants of health and improve holistic health outcomes. Since many rural communities lack adequate clinical capacity, Homeward also employs care teams that supplement local practices and reach people who cannot otherwise access care.

Homeward is co-founded by a leadership team that defined and delivered Livongo’s products, and backed most recently by a $50 million series B co-led by Arch Ventures and Human Capital, with participation from General Catalyst for a total of $70 million in funding. With this leadership team and funding, Homeward is committed to bringing high-quality healthcare to rural communities in need.

Join us in tackling healthcare for rural America! We’re seeking a Senior Service Designer who is passionate about having positive societal impact, and for using technology for good – solving issues of health inequity for communities who have been perennially underserved. As a member of our Member Experience team, you’ll work cross-functionally with engineering, product, user research, operations, and clinical teams to define, deliver, and implement our core experiences. This role is based in San Mateo, CA and requires 3 days per week in office. 

What you’ll do:

• Lead the design and implementation of healthcare services for older adults in rural America, ensuring a seamless end-to-end experience enabled through technology and human touch points.
• Work closely with leadership to develop and execute a service design strategy that continuously improves the member experience.
• Lead ideation and concept development to simplify and improve the care experience, ensuring solutions are designed for adoption and operational feasibility.
• Design and communicate proposed concepts through service blueprints, journey maps, and prototypes—not just as artifacts, but as living documents that drive real change.
• Plan and facilitate design sprints and workshops that move ideas from concept to execution.
• Translate insights into action. Implement service improvements, collaborating with operations, clinical teams, and engineering to ensure real-world execution.
• Own the service rollout process. Partner with cross-functional teams to pilot and scale solutions, identifying key success metrics and iterating based on feedback.
• Advocate for human-centered design practices that lead to measurable improvements in member satisfaction and health outcomes.

What you bring:

• A portfolio that demonstrates 5+ years of hands-on service and strategic design experience, defining and shipping products and services that consumers use. We’re especially interested in demonstrated experience designing products and services that combine human and software touch points to change or support user behavior over time.
• A track record of moving beyond research and journey mapping to deliver and launch solutions that drive measurable impact.
• Experience leading service design at both the strategic and execution levels. Your work highlights your ability to translate service blueprints into implemented workflows.
• Strong cross-functional collaboration skills, with experience partnering across engineering, product, research, operations, and clinical teams to bring designs to life.
• Expertise in documenting and deploying service experiences through blueprints, journey maps, wireframes, digital prototypes, and other design artifacts.
• Experience planning and leading design sprints, pilots, and iterative testing cycles to refine services before full-scale rollout.
• Comfort with and excitement for translating messy, complex experiences into a delightful service.
• Proficiency with Figma, Adobe CS, Google Suite.

Impress us even more:

• Experience working on a small fast-paced team and defining a product from scratch.
• Experience working in healthcare, home services, rural markets and/or with older adults.

What shapes our company:

• Deep commitment to one another, the people and communities we serve, and to care that enables everyone to achieve their best health
• Compassion and empathy
• Curiosity, and an eagerness to listen
• Drive to deliver high-quality experiences, clinical care, and cost-effectiveness
• Strong focus on sustainability of our business and scalability of our services, to maximize our reach and impact
• Nurturing a diverse workforce, with a wide range of backgrounds, experiences, and points of view
• Taking our mission and business seriously, but not taking ourselves too seriously– having fun as we build!

Benefits:

• Competitive salary, equity grant, generous paid time off.
• Comprehensive benefits package including medical, dental & vision insurance with 100% of monthly premium covered for employees.
• Company-sponsored 401k plan.
• Flexible working arrangement with an office in the Bay Area.

The base salary range for this position is $135,000-$165,000. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, location, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Homeward Health. This role is eligible for an annual bonus, stock options, as well as a comprehensive benefits package.

At Homeward, a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you have yet to gain experience in the areas detailed above, we hope you will share your unique background with us in your application and how it can be additive to our teams.

Homeward is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Homeward is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.