Pay Range:

Please email  if you are a candidate seeking a reasonable accommodation for the application and/or interview process.

Why this job matters:

Responsible for designing future state services, experiences, workflows, and interaction models that enable AI powered transformation across the enterprise.  Partners closely with Transformation Discovery Leads, business stakeholders, Product Management, and Engineering teams to define how customer, provider, and employee journeys should function in an AI enabled future. Using service design, journey mapping, and human centered design techniques, helps shape future state experiences that integrate people, technology, and intelligent capabilities into cohesive services.  Focuses on envisioning how work, interactions, and decision making should evolve as new capabilities are introduced, ensuring transformation initiatives deliver meaningful improvements in experience, efficiency, and business value.

What you will do:

• Lead service design and testing activities for transformation initiatives, documenting current state and future state customer, provider, employee, and operational experiences

• Partner closely with Transformation Discovery Leads to translate strategic opportunities into future state service concepts, interaction models, and journey designs

• Facilitate workshops with business stakeholders to identify experience gaps, unmet needs, service challenges, and opportunities for innovation

• Develop journey maps, service blueprints, experience flows, and ecosystem maps that illustrate how future state services should operate

• Design future state interactions between employees, customers, providers, AI agents, digital tools, and supporting business capabilities

• Define service experiences and workflows that leverage emerging technologies while maintaining simplicity, usability, and trust

• Collaborate with Product Management and Engineering teams to ensure service designs are aligned with envisioned solution capabilities

• Identify opportunities to improve experiences, reduce friction, simplify interactions, and create greater value throughout the journey

• Partner with business stakeholders to validate future state concepts and ensure proposed services meet organizational and customer needs

• Incorporate compliance, regulatory, privacy, operational, and governance considerations into future state service designs

• Support transformation initiatives by developing visual artifacts and design deliverables that clearly communicate the target future state

• Stay informed on service design practices, customer experience trends, emerging technologies, and AI enabled service models

• Measure and communicate the expected experience, operational, and business impacts of future state service designs

• Perform other duties as assigned.

What you need to succeed:

• Bachelor’s degree in Design, Human-Computer Interaction, Business, or a related field, or equivalent experience.

• 5 to 7 years of experience in service design, customer experience, business transformation, business architecture, consulting, or related disciplines.

• Experience mapping and designing end to end customer, employee, provider, or operational journeys.

• Working knowledge of service design methodologies including journey mapping, service blueprinting, and human centered design.

• Experience facilitating workshops and leading collaborative design sessions with cross functional stakeholders.

• Strong visual thinking, design and storytelling skills with the ability to translate complex concepts into clear and compelling artifacts.

• Demonstrated expertise in enterprise AI, intelligent automation, workflow orchestration, conversational AI, and digital experience platforms, with the ability to design future-state services that effectively integrate these capabilities into business operations.

• Strong analytical and problem-solving skills with the ability to synthesize information from multiple perspectives.

• Ability to operate effectively in ambiguous environments and transform ideas into clearly defined future state concepts.

• Proven ability to work effectively with business leaders, Transformation Discovery Leads, Product Managers, and Engineering teams.

• Background in creating or evaluating AI-generated designs

• Technical understanding of AI/ML concepts and how they apply to design

• Experience developing design heuristics and design principles

• Experience using AI models for design tasks, either coding or image models

The extras:

• Experience facilitating workshops and leading collaborative design sessions with cross functional stakeholders.

• Strong visual thinking and storytelling skills with the ability to translate complex concepts into clear and compelling artifacts.

Location:
BCBSRI is headquartered in downtown Providence, conveniently located near the train station and bus terminal. We actively support associate well-being and work/life balance and offer the following schedules, based on role:

• In-office: onsite 5 days per week
• Hybrid: onsite 2-4 days per week
• Remote: onsite 0-1 days per week. Permitted to reside in the following states, pending approval from the Human Resources Department: Arizona, Connecticut, Florida, Georgia, Louisiana, Massachusetts, North Carolina, Oklahoma, Rhode Island, South Carolina, Texas, Virginia