Director, Provider Service Design & Provider ExperienceLabcorp is seeking a Director, Provider Service Design & Provider Experience, to join our team in Burlington, NC or Durham, NC with the flexibility of a hybrid work schedule!
Responsibilities:Provider Experience- Own end-to-end provider journeys across onboarding, ordering, results, support, and follow-up, ensuring consistency and quality at every touchpoint
- Partner with clinical, operations, and digital teams to improve provider workflows, including EHR-embedded experiences and diagnostic decision support tools
- Embed provider pain point and sentiment insights into workflow and design decisions
- Advocate for accessibility, health equity, and inclusive design in all service design work
Insight-Driven Prioritization- Partner with Customer Analytics and Research teams to integrate qualitative and quantitative insights into a single, actionable view of provider experience
- Use behavioral data, feedback, and sentiment to identify patterns and prioritize high-impact provider experience opportunities
- Translate insights into clear recommendations that influence product, workflow, and operational priorities across the organization
- Balance provider experience improvements with business impact, operational feasibility, and enterprise strategic priorities when shaping recommendations
Research & Co-Creation- Plan, facilitate, and synthesize workshops, co-design sessions, and service prototyping activities with cross-functional teams
- Guide design research, including contextual inquiry, journey interviews, and usability testing, to inform high-priority experience and workflow decisions
- Build and maintain a library of validated design patterns and service standards to accelerate future work
Cross-Functional Collaboration & Implementation- Partner with product, technology, operations, and marketing teams to embed service design thinking throughout the product development lifecycle
- Influence priorities across Sales, Marketing, Digital, IT, and Operations by socializing insights and experience recommendations
- Serve as a trusted advisor on service and workflow design decisions without direct product ownership
- Drive alignment on experience standards across teams to ensure consistency for providers
- Develop implementation roadmaps that enable teams to execute and scale service design solutions
Post-Launch Measurement & Performance- Partner to define and track post-launch experience and business metrics to validate impact, including adoption, throughput, experience scores, and cost drivers
- Partner with analytics teams to assess performance and continuously refine priorities as patterns shift
- Ensure experience changes are clearly tied to revenue, efficiency, and provider loyalty outcomes
- Report progress and insights to senior leadership in a clear, action-oriented manner
Minimum Qualifications:- Bachelor's degree in Service Design, Human-Centered Design, Interaction Design, Human-Computer Interaction (HCI), Industrial Design, or Healthcare Administration.
- 8 or more years' experience in service design, UX design or CX strategy.
- 4 or more years planning, facilitating, and synthesizing stakeholder workshops and co-creation sessions.
Preferred Qualifications:- 5 or more years of experience in complex B2B or healthcare provider environments
Additional Job Standards:- Proven ability to produce service blueprints, experience maps, and journey maps in complex, multi-stakeholder environments.
- Experience working in agile, iterative product development environments; healthcare or life sciences.
- Prior experience in healthcare, diagnostics, or a patient- or provider-facing environment
- Familiarity with clinical workflows, EHR platforms, provider engagement models, and diagnostic decision support tools
- Fluency with CX measurement frameworks, analytics platforms, and experience metrics such as NPS, CSAT, and sentiment analysis
- Portfolio demonstrating end-to-end service design thinking, research rigor, and measurable outcomes
- Deep understanding of provider workflows and ability to translate complex clinical and operational needs into simple, actionable experience improvements
About the RoleThe Director of Service Design leads end-to-end service design with a focus on improving provider experience, strengthening trust and preference, and driving measurable business outcomes. This role translates deep human and behavioral insights into scalable service solutions that span digital and physical touchpoints. The ideal candidate bridges design craft and CX strategy, partnering across the organization to ensure that provider experience is continuously improving and clearly tied to business performance across key growth and operational priorities.
Skills & Competencies- Deep expertise in human-centered design methodologies across the full design lifecycle
- Strong systems thinking: ability to design across interconnected people, processes, technologies, and physical environments
- Proficiency in Figma, Mural, Miro, Adobe Creative Suite, or equivalent tools
- Exceptional communication and storytelling skills with diverse audiences - executive, clinical, and technical
- Strong analytical and strategic thinking; comfortable operating at both strategic and hands-on levels
- Comfort translating data and behavioral insights into experience strategy, not just design artifacts
- Familiarity with accessibility standards, inclusive design, and health equity best practices
Applicants will follow a hybrid schedule that includes a minimum of three in-office days per week at the Burlington, NC or Durham, NC location, supporting both collaboration and flexibility.
Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan. Employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees are only eligible to participate in the 401(k) Plan. Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO. For more detailed information, please click here.
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