Principal Service Designer

Principal Service Designer 

Location: Minneapolis, MN

FLSA Status: Exempt

Job Status: Full Time

Work Model: Hybrid

Work Schedule: Monday–Friday with occasional evenings and/or weekends

Vehicle Required: No

Amount of Travel Required: None

Positions Supervised: None

Reports To: 

Senior Director of Product Experience and Strategy

Department: Product

At Reema Health, we're on a mission to make accessing the support people need feel less like navigating a maze and more like connecting with a friendly neighbor. We believe that when care is personal and rooted in community, it becomes truly accessible and breaks down barriers. If you're someone who lights up at the thought of designing experiences that genuinely ease burdens and build bridges between people and the resources that can help them thrive, we encourage you to apply.

We're a passionate, member-focused tech startup, and we're on the lookout for a talented and empathetic Principal Service Designer to join our growing team. You'll be a key player on the team that shapes how our services come to life, ensuring that every interaction our members have feels thoughtful, seamless, and truly human-centered. We're a team that thrives on championing our users, untangling complex system puzzles, and collaborating to create design solutions that truly make a difference.

As a Principal Service Designer at Reema, you'll lead the design of our service experiences from the ground up, working at the intersection of service innovation and healthcare transformation. You'll be responsible for creating and continuously improving the processes that power our community-based care models translating customer requirements into seamless member experiences while carefully considering the perspectives of the care team users who interact with our technology. This role sits on the product experience team but works hand-in-hand with program operations, requiring someone who can think like a product manager while deeply understanding the complexities of healthcare service design.

As a Principal Service Designer at Reema, you'll be:

• Setting service design direction: You'll own the end-to-end design of our program experiences, systematizing new workflows and continuously improving existing ones based on data and user feedback. This includes designing workflows that seamlessly connect our community guide model with clinical care delivery.
• Bridging product and operations: You'll work closely with the program operations team to ensure that every process you design is both member-centered and operationally sound, translating complex healthcare requirements into intuitive experiences for both members and staff.
• Driving technology-informed improvements: You'll partner with our technology teams to analyze outcomes data to design and implement workflows that demonstrably improve scalable member experiences and health outcomes.
• Building compliant processes that work for people: You'll ensure that compliance and regulatory requirements are seamlessly integrated without compromising the human-centered experience.
• Championing integrated care: You'll leverage your deep understanding of delivering scalable services to design experiences that truly meet people where they are.

What you'll bring to the team:

Essential experience and skills:

• You have 7+ years of hands-on professional experience in a service design or user experience design role
• You have experience designing complex service systems in regulated industries with multiple stakeholders that accommodate variation while maintaining quality standards.
• You can map end-to-end workflows across different user types and operational constraints, then design scalable processes that work across different contexts.
• You think strategically like a product manager while leading with design strengths - you embrace business constraints and use them as design parameters rather than obstacles.
• You're comfortable analyzing data to identify service design opportunities and measure the impact of process improvements on user outcomes.
• You have hands-on experience creating and implementing new operational processes and iterating based on real-world feedback.
• You’re comfortable working within regulatory constraints while maintaining focus on user experience - understanding how compliance requirements can be integrated into service design rather than bolted on afterward.
• Bonus points: Experience in healthcare, social services, or other mission-driven contexts where you've designed services for vulnerable or underserved populations.

If you're ready to lead the strategic design of healthcare experiences that truly make a difference in people's lives, we'd love to hear from you! We know that exceptional candidates may not align perfectly with every requirement, and that fresh perspectives can be invaluable to the company. If you're excited about this role and feel you could bring a unique perspective to our team, we wholeheartedly encourage you to apply – your background might be exactly what we need to move forward in exciting, creative ways.

Benefits: 

• Competitive Salary and Equity Package
• Medical, Dental, and Vision Insurance
• HSA, FSA, and Life Insurance Options
• 401(k) Retirement Savings with Company Match
• Employee Assistance Program
• Flexible Schedules and Remote Work
• Technology Stipend
• Accrued Paid Time Off
• Paid Family and Medical Leave

As an equal opportunity employer, Reema Health is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state and local laws. 

Reema Health has reviewed this job description to ensure that essential functions and basic responsibilities have been included. It is intended to provide guidelines for job expectations and assess the prospective employee and/or current employees ability to perform the position described. It is not intended to be interpreted as an exhaustive list of all functions, responsibilities, skills, and abilities for this role. Additional functions and requirements may be assigned by supervisors as deemed appropriate.