Service Designer

Join our winning team, recently honored as #67 on Forbes’ list of America’s Best Startup Employers for 2024!

The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers.

The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.

At THB, we define our company culture through our Core Values:

• Quickly iterate through solutions - We move at a fast pace which requires quick iterations to find a path to a repeatable solution
• Seek ways to create immediate impact - Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast, positive impact.
• Bee the teammate you want to work with - We work as a team, help each other and encourage each other
• Ask questions, answer questions - You can't iterate through solutions if you don't ask the right questions which is why there is an expectation that questions should be asked. When you know the answer, being a good teammate means chiming in to get others up to speed.
• Take the time to celebrate wins - It's so easy for a team that is heads down to forget about all the great things they've accomplished. That's why we make it a priority to remind ourselves to create space to celebrate wins, big or small.

Job Summary:

As a Service Designer, you will play a critical role in crafting and optimizing end-to-end service experiences that meet the needs of our clients, caregivers, and internal teams. You will employ human-centered design principles, collaborate across departments and with user, customer, and leverage research insights to develop services that are intuitive, scalable, and aligned with our company’s mission.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Lead the design and refinement of service experiences by mapping user journeys, identifying pain points, and developing service blueprints.
• Conduct user research through interviews, surveys, and usability testing to gather insights and inform service improvements.
• Collaborate with cross-functional teams—including product, operations, customer success, and engineering—to co-create and implement service solutions.
• Develop and document service models, workflows, and operational guidelines that enhance efficiency and user satisfaction.
• Prototype and test new service concepts to assess feasibility and effectiveness before full-scale implementation.
• Champion a human-centered design approach within the organization, advocating for user needs and ensuring solutions align with business objectives.
• Measure and analyze service performance, using qualitative and quantitative data to drive continuous improvement.
• Stay informed on industry trends, best practices, and emerging technologies to enhance service design strategies.
• Other duties as assigned/necessary

Performance Metrics:

• Service Adoption Rate: Measure the percentage increase in adoption of newly designed or improved service processes among internal teams and customers.
• User Satisfaction Score: Track improvements in user experience and satisfaction based on post-implementation surveys and feedback.

Required Skills/Abilities:

• Ability to work collaboratively with stakeholders across multiple teams and disciplines.
• Strong problem-solving skills and the ability to think strategically about complex service challenges.
• Excellent communication and presentation skills, with the ability to clearly articulate design decisions and recommendations.
• Proficiency in design and prototyping tools such as Figma, Miro, or Adobe Creative Suite is a plus.
• Must be 18 years of age or older

Education and Experience:

• 3+ years of experience in service design, user experience (UX) design, or a related field.
• Strong knowledge of design thinking methodologies and service design tools, including journey mapping, blueprinting, and prototyping.
• Experience conducting user research and translating insights into actionable service enhancements.
• Background in healthcare, aging services, or a mission-driven organization is a plus but not required.

Physical Requirements:

• Ability to remain at your designated workstation for the duration of the workday
• Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• The ability to observe details at close range (typically on a computer screen)
• This position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our team's success.

The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds.

The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know.

As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.    

The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit thehelperbees.com/careers to view all current job openings.