Sutter Health Senior, Service Designer - Bay in San Francisco, California

Position Overview:

This position will leverage human-centered design to rapidly research, design and prototype new digital, physical, and service experiences across the Sutter Health system. Responsible for qualitative and quantitative user research, conceptualization, synthesis, prototyping, design, storytelling, project management, and success metrics for multiple projects with diverse stakeholder groups.

Responsible for leading human-centered qualitative and quantitative research to understand current practices of care delivery in place at Sutter hospitals and doctor's offices (from the patient, provider and care team perspectives), as well as the human journey outside of the healthcare system. Responsible for synthesizing information to clearly communicate stakeholder needs, business needs, insights, human needs and opportunity areas, and working with interdisciplinary teams and diverse internal and external stakeholder groups and partners to rapidly build and develop new prototypes and products/services. Lead project teams and facilitate stakeholder groups through the design process, and outline key success metrics to measure and communicate outcomes on desirability, feasibility, and viability.

This position will leverage knowledge of service design, design research, design prototyping, innovation, technology, and business strategy, as well as an understanding of internal innovation or demonstrated ability to navigate a large complex organization. Collaborate with an interdisciplinary team that includes other designers, researchers, project managers, business designers, and engineers. Coach non-designers on the design process, and facilitate workshops with diverse groups across the organization.



Bachelor's degree in Design, Business, Healthcare or other related field required or equivalent education/experience

Master's degree in Design, Business, Healthcare or other related field preferred or equivalent education/experience


6-9 years of design experience: Has strong portfolio highlighting service design, design research/strategy, systems design, conceptualization and visualization, synthesis/insights, storytelling, prototyping, success metrics, and project management. Proven results designing and implementing new product and service offerings, whether in a consulting, startup, or internal innovation capacity required.

0-2 years of healthcare experience: 2+ years preferred, but not required. Experience is ideally in a patient-facing or provider-facing capacity preferred.

Skills and Knowledge

-Design Knowledge: Has deep understanding of service design, design research (both generative and usability), synthesis and insight development, design and business strategy, prototyping in a variety of mediums, and creating plans for measuring outcomes.

Able to engage multiple stakeholders and integrate innovation, design, and technology into viable solutions.

-Healthcare Knowledge preferred, but not required: Ideally has knowledge of healthcare structures, stakeholders, regulations, constraints, challenges, trends, incentives, technology and opportunities.

An understanding of hospital and clinical processes is preferred, or demonstrated ability to navigate a large complex organization.

-Service Design: Can lead interdisciplinary project teams of designers, project managers and front-line clinical providers in creating new or redesigning current products and services

Success in identifying, testing and implementing efficient and effective solutions that improve the patient experience, provide time/cost savings and incorporate human-centered design across Sutter Health’s care continuum.

Success in designing feedback mechanisms to measure outcomes on project viability, desirability, and feasibility.

Organization: Sutter Health System Office

Employee Status: Regular

Benefits: Yes

Position Status: Exempt

Union: No

Job Shift: Day

Shift Hours: 8 Hour Shift

Days of the Week Scheduled: Monday-Friday

Weekend Requirements: None

Schedule: Full Time

Hrs Per 2wk Pay Period: 80

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, marital status, sexual orientation, registered domestic partner status, sex, gender, gender identity or expression, ancestry, national origin (including possession of a driver's license issued to individuals who did not present proof of authorized presence in the U.S.), age, medical condition, physical or mental disability, military or protected veteran status, political affiliation, pregnancy or perceived pregnancy, childbirth, breastfeeding or related medical condition, genetic information or any other characteristic made unlawful by local, state, or federal law, ordinance or regulation. External hires must pass a background check/drug screening. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state, and local laws, including but not limited to the San Francisco Fair Chance Ordinance.