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Senior Service Designer / UX / Researcher - 67577BR

Primary Location: New York, NY
Additional Locations: CT-Hartford, NY-New York
The mission of the Office of the CTO is to “show the way” and “drive the change”. We accomplish this by synthesizing knowledge across the organization, providing impactful insight and advice, and amplifying the effect of technology in driving the transformation of CVS Health and assisting people on their path to better health.

Are you a seasoned designer with a strategic mind-set and excellent communication and facilitation skills? Are you passionate about creating holistic solutions that are meaningful for users? Do you believe that the health industry should evolve and be reshaped? Do you believe that technology has an important role to play? Design thinking is an emerging focus for the Office of the CTO in CVS Health. We've made investments in getting the technologists ready and now need to build our research and design capabilities. You will be one of the first 'feet' on the street for design partnering with a few key individuals with a strong background such as yours. As part of this effort, you and the team can set the cadence for this cultural change.

We believe in teamwork, kindness, complex projects, and simple solutions. We are looking for a like-minded Senior Service/UX Designer with the experience, passion, skills and determination to help us rethink what healthcare services should look like one project at a time. We are looking for top talent to help develop, test and share design methods and tools within Aetna/CVS Health.

Fundamental Components:
We are looking for:
A creative and realistic problem solver with ideas that challenge the ordinary, along with the drive and patience to bring them to life.

Fundamental Components:

  • Conceptualize and define the methodologies to holistically solve business, operations and technology-related challenges.
  • Assess the most appropriate design tools for Technologists to utilize; formalize and advocate for the usage and benefits of these tools across the organization
  • “Jump in” and synthesize unstructured challenges and dive into clear problem statements to be addressed
  • Scope, prepare and participate in research tasks and service-design projects
  • Plan and facilitate workshops/co-creation sessions to ensure that value to user is always considered in solutions
  • Analyze and synthesize human and digital data into actionable insights using presentations, user journeys and service maps that prompt next steps with intended partners & users
  • Stay updated on the latest developments/trends/thinking within the design field and proactively share your knowledge and thoughts with colleagues

Background Experience:
  • A professional with 5+ years of practical work experience, with strategic-design and research. Experience with designing for/with big-tech is an advantage.
  • Experienced with shaping, leading and managing projects
  • Fluent in the use of service design techniques like value proposition, journey mapping, service specification, blueprinting, testing, etc.
  • Proficient in sketching, visualizing, prototyping and testing of service solutions in both early and late stages of development
  • Understands the basics of technology and interested in mapping how technology can/should be incorporated into solutions to make them operationally feasible
  • Strong facilitator and presenter, and an excellent written and verbal communicator
  • Amazing team player with a great sense of humor, here-to-help attitude, and a deep belief that the whole is greater than the sum of its parts

Note: 25% Travel will be required
Visa Sponsorship or transfer is not offered for this position


Additional Job Information:
Masters degree a plus

Required Skills:
General Business - Consulting for Solutions, Leadership - Driving Change, Service - Creating a Differentiated Service Experience

Desired Skills:
Service - Improving Constituent-Focused Processes, Service - Providing Solutions to Constituent Needs, Service - Working Across Boundaries

Potential Telework Position:

Percent of Travel Required:
10 - 25%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position.

Candidate Privacy Information:
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.


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