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Weill Cornell Medical College Service Designer in New York, New York

Position Summary

Under direction, works with an interdisciplinary team to enhance Information Technology & Services (ITS) service delivery through research, design and analysis. This role is focused on the end-to-end customer journey of ITS products, with special attention to the diverse touchpoints shared with our customers, collaborators and colleagues.

Job Responsibilities

  • Analyzes and provides a consistent approach for the definition of ITS Services.

  • Builds and maintains guidelines, standards, templates and capabilities for design and continual improvement of services, including review of service performance and business need.

  • Coordinates with service architects, service owners, portfolio managers, and ITS leadership to set standards and effectively communicate with the application managers, and provide guidance on communication to customers.

  • Participates in the end-to-end design process contributing to the generation, critique and iteration of services across various touch points and channels.

  • Plans and facilitates customer research with current and potential customers, in close collaboration with business owners and UX colleagues.

  • Synthesizes large bodies of research data to provide insights, identify opportunities, and generate conceptual frameworks. Translates and bridges research to tangible design opportunities and outputs.

  • Creates tailored artifacts such as presentations, reports, visual maps, service maps, journey maps, service blueprints, etc. to help service owners and stakeholders understand and drive actionable paths forward.

  • Works with service owners, operations management, aplication managers, and product owners to develop and maintain service metrics to help measure and report the health of IT services to ITS leadership.

Education

  • Bachelor's Degree

Experience

At least 3 years of experience in relevant/human-centered design.

Experience/familiarity with service design.

Experience in an Information and Technologies organization.

ITIL Certification or related certifications highly desired.

Experience in building and maintaining Service Roadmaps preferred.

Experience in analyzing IT Services and/or IT Service Design desired.

Knowledge, Skills and Abilities

  • Excellent communication skills (both verbal and written).

  • Strong customer service skills.

  • Ablility to construct a good artifact of a user journey, including where the pain points exist.

  • Demonstrated organization skills with ability to provide notes and quick annotations.

  • Demonstrated ability to multi-task and self-prioritize work.

  • Ability to facilitate workshops and ideation sessions and put together final artifacts (service blueprint, user journeys etc.).

  • Familiar enough with research and qualitative research to support and understand what makes a good research plan.

  • Demonstrated proficiency in MS Office (particularly Microsoft PowerPoint for presentations).

  • Ability to work on a Macintosh OS.

  • Demonstrated ability to take direction/critique well.

Licenses and Certifications

Working Conditions/Physical Demands

Position requires working in an off-site capacity until otherwise notified by Weill Cornell Medicine. Employee is responsible for ensuring proper remote work environment to perform all work duties in a professional manner, including adequate network connectivity.

Occasional meetings or clinical staff interactions in typical patient care areas may be required through direct patient exposure is not expected.

Occasional moving of computer equipment or similar objects may be required to expedite projects.

Ability to work off-hours and weekends for critical project efforts and tasks, as well as light travel between office locations within NYC may be required.

As a member of the Information Technologies and Service Department, you may have exposure and/or access to protected health information (PHI) as part of your normal duties. Access to data within systems that contain significant portions of confidential medical records may be necessary to do your job, however, viewing of that information is uncommon and generally incidental.

With regards to HIPAA and protection of patient's privacy, it is the responsibility of each Information and Technology Services employee to limit viewing of PHI to the absolute minimum as necessary to perform assigned duties.

Weill Cornell Medicine is a comprehensive academic medical center that's committed to excellence in patient care, scientific discovery, and the education of future physicians in New York City and around the world. Our doctors and scientists-faculty from Weill Cornell Medical College, Weill Cornell Graduate School of Medical Sciences, and the Weill Cornell Physician Organization-are engaged in world-class clinical care and cutting-edge research that connect patients to the latest treatment innovations and prevention strategies. Located in the heart of the Upper East Side's scientific corridor, Weill Cornell Medicine's powerful network of collaborators extends to its parent university Cornell University; to Qatar, where an international campus offers a U.S. medical degree; and to programs in Tanzania, Haiti, Brazil, Austria and Turkey. Our medical practices serve communities throughout New York City, and our faculty provide comprehensive care at NewYork-Presbyterian Hospital/Weill Cornell Medical Center, NewYork-Presbyterian/Lower Manhattan Hospital, and NewYork-Presbyterian/Queens. At Weill Cornell Medicine, we work together to treat each individual, not just their conditions or illnesses, as we strive to deliver the finest possible care for our patients - the center of everything we do. Weill Cornell Medicine is an Equal Employment Opportunity Employer. Weill Cornell Medicine provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.

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