Director, Service Design – Healthcare Practice Operations & Innovation

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Cencora

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Cencora is a company dedicated to improving the health and well-being of both people and animals globally. Built on the legacy of AmerisourceBergen, Cencora offers a wide range of industry-leading solutions that encompass specialty logistics, warehousing, drug research, clinical development support, and more. They provide commercialization and patient access support and offer wholesale and specialty distribution services. Cencora serves a diverse clientele, including pharmaceutical companies, physician practices, pharmacies, and health systems. The company also extends its services to animal health, managing operations and delivering products for animal pharmaceutical care. With a strong global footprint, Cencora aims to reshape healthcare delivery through innovative products and solutions, striving to create healthier futures for all.

📋 Description

• Partner with Cencora and MSO leadership, including senior executives, to prioritize and scope operational innovation initiatives • Independently plan and execute complex engagements end to end, from discovery through delivery • Map operational systems across clinical practices and MSOs to identify dependencies, root causes, and improvement opportunities • Conduct qualitative and quantitative research, including journey mapping of patient, physician, and staff experiences • Synthesize complex information into findings and recommendations • Ideate and explore solutions, including market scans and first-principles ideation • Visualize, test, and refine concepts through prototyping, stakeholder feedback, solution evaluation, and off-the-shelf solution assessment • Partner with platform, operations, technology, and clinical practice stakeholders • Design and facilitate cross-functional workshops and working sessions • Build and deliver presentations and deliverables communicating findings, solutions, and plans • Develop playbooks and toolkits supporting scaled communication, adoption, and implementation across MSOs and practices • Maintain a repository of research findings, journey maps, and service blueprints • Help define practices, tools, and standards for Cencora's practice support and operational innovation capability

🎯 Requirements

• 8–10+ years of experience in service design, experience design, CX strategy, or a related discipline • Ability to independently scope and lead complex, ambiguous design engagements without close supervision • Deep hands-on expertise in human-centered design methodology, design strategy, systems/ecosystem mapping, journey mapping, and related service design methods • Healthcare operations experience, preferably in physician practice management, medical groups, health systems, MSOs, or pharmacy • Strong workshop facilitation skills, including facilitating senior executives and high-level stakeholders • Excellent research and synthesis skills • Fluency in technology's role in operations and experience with technology vendor/solution selection • Business acumen to understand basic business financials and evaluate solution economic viability • Excellent written, visual, and verbal communication skills • Comfort and flexibility across varied problem domains • Willingness to travel regularly to MSO and practice sites • Bachelor's degree in a relevant field or equivalent practical experience • Strong visual design skills preferred • Prior experience mentoring, leading, or managing designers or researchers preferred • Familiarity with revenue cycle management, patient access, or therapy commercialization preferred

🏖️ Benefits

• Medical, dental, and vision care • Backup dependent care • Adoption assistance • Infertility coverage • Family building support • Behavioral health solutions • Paid parental leave • Paid caregiver leave • Training programs • Professional development resources • Mentorship programs • Employee resource groups • Volunteer activities