Responsibilities
* Leading user and customer research to uncover insights that shape service strategy and fuel innovation.
* Modeling current and future‑state service ecosystems, translating complexity into actionable clarity through service blueprints and customer journey mapping.
* Guiding strategic design initiatives across the care continuum to ensure cohesive, high‑quality patient and clinician experiences.
* Facilitating co‑creation and alignment across teams so service design decisions translate into effective implementation and measurable experience improvements.
* Defining, tracking, and communicating experience metrics—using data to uncover opportunities, guide decisions, and improve outcomes for patients and clinicians.
* Advocating for service design excellence through leadership, storytelling, and best practices.
Qualifications
* You have acquired 6+ years applying service design and systems thinking in complex environments. (Regulated and/or healthcare experience, preferred).
* Your skills include:
* Expertise in service design tools and methods (e.g., journey mapping and service blueprinting), with experience managing and scaling service artifacts in digital platforms.
* Strong user and customer research and data analysis skills—defining and translating experience metrics into clear recommendations that influence strategy, priorities, and continuous improvement.
* Proven ability to facilitate co‑creation and align multidisciplinary teams to deliver cohesive service improvements in agile environments.
* You have a Bachelor's or Master's degree in Service Design, Strategic Design, Interaction Design, or a related field.
* You must be able to successfully perform the following minimum physical, cognitive and environmental job requirements with or without accommodation for this.
* You're an excellent communicator and storyteller with the ability to engage and influence stakeholders at all levels.
How We Work Together
We believe that we are better together than apart. For our office‑based teams, this means working in‑person at least 3 days per week. Onsite roles require full‑time presence in the company's facilities. Field roles are most effectively done outside of the company's main facilities, generally at the customers' or suppliers' locations.
Benefits and Compensation
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.
The pay range for this position in MA is $140,000 to $223,000. The actual base pay offered may vary within the posted ranges depending on multiple factors including job‑related knowledge/skills, experience, business needs, geographical location, and internal equity. In addition, other compensation, such as an annual incentive bonus, sales commission or long‑term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401(k) (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found.
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