Job Description

Job Title: Manager, Service Design
Job ID: 775862
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Facility: UPMC Health Plan
Department: P Hlth & E Opt Solution
Location: 339 Sixth Avenue, Pittsburgh PA 15222


UPMC Health Plan has an exciting opportunity for a Manager, Service Design. The Manager, Service Design will support product and process implementation for the newly formed BUDDI team (Behavioral Unit for Digitally Developed Interventions) in the Consumer Innovation Department, located in downtown Pittsburgh at the Heinz 57 Center. 

BUDDI will oversee the strategy and deployment of digital interventions for members and patients across UPMC’s integrated payer-delivery system.  The unit will be helping UPMC scale clinical and coaching services through digital apps.  The Manager, Service Design, will apply human-centered design methodology to look holistically at the experience our members have with our health and wellness services and to focus on their needs. 

By working collaboratively across the Health Plan with user experience designers, business owners, developers, clinical staff, and marketers; this roll will be instrumental in developing strategic initiatives that ensure member and patient needs are met for these services. Services include products, health education programs, mobile health applications, online tools and portals.


  • Identify and develop strategic initiatives that improve technology-enabled services for members.
  • Plan and manage user-centered research and service design projects.
  • Identify member needs through user-centered research and discovery sessions.
  • Map and evaluate the experience and touch points of our current programs and services.
  • Synthesize research and present member and staff needs and desires.
  • Implement and evaluate redesigned touch points or services.
  • Work with internal clinical and non-clinical stakeholders to determine how their goals can be delivered in a way that is engaging to the member.
  • Collaborate and facilitate diverse teams and stakeholders through an iterative discovery and design process to identify business priorities, align strategies and refine new solution and service designs.
  • Present and build consensus for highest priority ideas.
  • Translate ideas into technical and non-technical program requirements.
  • Assist in the evaluation of 3rd party vendor health related technologies and products for inclusion into program design.
  • Articulate the value of program enhancements to internal UPMC Health Plan colleagues and external employer stakeholders.
  • Represent the voice of the staff and member to ensure that our digital solutions are relevant to our members and easy for our staff to deploy.
  • Champion service design throughout the organization.
  • Develop infographics to clearly and concisely communicate complex concepts.
  • Manage and develop processes and people to support these efforts.




  • Bachelor's degree in Design, HCI, business, marketing, computer science, psychology or related field (required), Masters degree in related discipline a plus.
  • Minimum of 5-7 years experience in a consumer service/product design, product development, product management, product marketing, or related role (required).
  • Experience in a health care or wellness related industry may be beneficial but not required.
  • Ability and desire to see big picture of how various technical and non-technical components of a health related service offering combine to create a single user experience.
  • Comfortable collaborating with technical (engineers) and non-technical teammates.
  • Superior written and verbal communication skills.
  • Desire to operate in a dynamic product development environment built on the principles of design thinking.
  • Experience or education in the field of Service Design a substantial plus.
  • Strong information design skills and proficiency in design programs such as Illustrator and/or InDesign.
  • Skills building wireframes and using image editing software are a plus.
  • Demonstrated ability to work independently when required.
  • Demonstrated ability to meet deadlines and produce high quality work.
  • Track record of outstanding academic and professional achievement

    Licensure, Certifications, and Clearances:
    UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $37.40 to $63.36 / hour

Union Position: No

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