This role sits at the intersection of member experience, health plan operations, and call center delivery. You’ll design across our full omnichannel and digital ecosystem, using data and insights to ensure that engaging with Devoted feels seamless, proactive, and thoughtful.

You’ll lead service design work across the journeys where member confusion, operational friction, and business risk collide — especially around benefits, coverage, and care navigation.

We’re looking for someone who is member-centric and AI-forward. In addition to conducting and analyzing user research you will be able to (or eager to) use AI (including conversation design and automation) as tools to make complex clinical journeys more connected, intelligent, and scalable – without losing sight of the end-to-end member experience.

You’ll partner closely with clinical, member experience, and content teams to shape how we support members in moments of care — across phone, portal, SMS, and digital channels. Because so much of the Devoted experience is rooted in engagement, experience with communication or campaign platforms is a strong plus.

You will:

This role explores how human clinicians, service teams, and AI systems collaborate to deliver care that is trustworthy, compliant, and humane — especially when decisions are complex or emotionally charged.
Balance business scale with a hospitality-driven health plan experience, making Devoted feel almost “too good to be true.”
Use qualitative and quantitative data to build shared clarity across health plan teams, operations, and vendors.
Design, map, and refine omnichannel member journeys that reduce confusion and build trust.
Translate complexity into clear, compliant, and operationally feasible service improvements.

Your Responsibilities and Impact will include:

Lead end-to-end service design for high-priority health plan and care navigation journeys.
Create journey maps and service blueprints that drive shared understanding and alignment.
Prototype and test new service, campaign, and communication concepts.
Shape seamless care navigation and continuity across plan and clinical journeys, delivered through our omnichannel ecosystem (phone, portal, SMS, digital).
Apply AI and automation thoughtfully to connect siloed data, anticipate needs, and create more comprehensive journeys.
Partner deeply with health plan operations, call center leadership, and vendors to ensure solutions are feasible, compliant, and measurable.
Translate research and operational data into clear opportunity areas and executable recommendations.
Measure and present impact using operational data, analytics, and AI — using this intelligence to continuously evolve the experience.

Required skills and experience:

6–8+ years in service design, systems design, or experience strategy.
Strong fluency in qualitative and quantitative research and data synthesis.
Comfort designing within a complex, regulated environment and leading cross-functional initiatives.
A bias toward clarity, practicality, and momentum.
Comfort partnering with executive stakeholders.
Remote, with the ability to work east coast hours when needed

Desired skills and experience:

Demonstrated ability to design within CMS and compliance constraints.
Experience using AI or automation to enhance service design without losing sight of the end-to-end member journey.

#LI-Remote

Salary range: $104,000 - $155,000 annually

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

Employer sponsored health, dental and vision plan with low or no premium
Generous paid time off
$100 monthly mobile or internet stipend
Stock options for all employees
Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
Parental leave program
401K program
And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce.

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission!

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

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