Manager, Service Design

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    "description": "<p><span style=\"font-size: 10pt; font-weight: bold\">JOB TYPE:</span><br><span style=\"font-size: 10pt\">Full-time </span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">LOCATION:</span><span style=\"font-size: 10pt\"> Bangalore, India</span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">TEAM: </span><span style=\"font-size: 10pt\">Service &amp; Systems Design - India</span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">WHO WE ARE </span></p>\n<p><a href=\"http://www.noorahealth.org/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-size: 10pt\">Noora Health's</span></a><span style=\"font-size: 10pt\"> mission is to improve outcomes and strengthen health systems by equipping family caregivers with the skills they need to care for their loved ones. Founded in 2014, Noora Health turns hospital hallways and waiting rooms into classrooms by tapping into the most compassionate resources available for the patient’s care: their own family.</span></p>\n<p><span style=\"font-size: 10pt\">With support from governments and partners in India, Bangladesh, Indonesia, and Nepal, Noora Health has trained more than 51.4 million caregivers and patients across 16,000+ facilities using their flagship caregiver education and training curriculum, the Care Companion Program (CCP).</span></p>\n<p><span style=\"font-size: 10pt\">In a cohort of patients, the CCP reduced post-surgical cardiac complications by 71%, maternal complications by 12%, newborn complications by 16%, and newborn mortality by 18%.</span></p>\n<p><span style=\"font-size: 10pt\">Noora Health is an</span><a href=\"https://blog.ted.com/introducing-the-audacious-projects-new-cohort/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-size: 10pt\"> Audacious Project Grantee</span></a><span style=\"font-size: 10pt\"> and received the</span><a href=\"https://skoll.org/2022/04/04/skoll-foundation-announces-winners-of-the-2022-skoll-award-for-social-innovation/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-size: 10pt\"> Skoll Foundation Award for Social Innovation</span></a><span style=\"font-size: 10pt\">. To learn more, watch our</span><a href=\"https://www.ted.com/talks/edith_elliott_and_shahed_alam_the_most_powerful_untapped_resource_in_health_care\" target=\"_blank\" rel=\"noopener noreferrer\"> <br><span style=\"font-size: 10pt\">TED Talk</span></a><span style=\"font-size: 10pt\">,</span><a href=\"https://youtu.be/e7qvtubZ7XM\" target=\"_blank\" rel=\"noopener noreferrer\"><br><span style=\"font-size: 10pt\">Skoll feature</span></a><span style=\"font-size: 10pt\">, or read about</span><a href=\"https://www.who.int/news/item/29-07-2025-who-and-noora-health-begin-collaboration-to-strengthen-support-for-family-caregivers\" target=\"_blank\" rel=\"noopener noreferrer\"><br><span style=\"font-size: 10pt\">our partnership</span></a><span style=\"font-size: 10pt\"> with the World Health Organization.</span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">WHAT YOU WILL  DO</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Own and drive end-to-end service design initiatives across program areas, from discovery to implementation and iteration</span></li>\n<li><span style=\"font-size: 10pt\">Independently lead projects in ambiguous and evolving environments, while guiding team members to navigate complexity and deliver high-quality outcomes</span></li>\n<li><span style=\"font-size: 10pt\">Manage multiple workstreams and stakeholders simultaneously, ensuring alignment, clarity, and timely delivery</span></li>\n<li><span style=\"font-size: 10pt\">Identify opportunities for service design within programs and proactively engage with leadership to shape new and existing initiatives</span></li>\n<li><span style=\"font-size: 10pt\">Synthesize complex insights into clear, actionable artifacts (e.g., service blueprints, system maps, narratives, and presentations)</span></li>\n<li><span style=\"font-size: 10pt\">Evangelize the role and impact of service design across teams and functions</span></li>\n<li><span style=\"font-size: 10pt\">Design and facilitate workshops to drive alignment, co-creation, and decision-making across diverse teams and seniority levels</span></li>\n</ul>\n<p><span style=\"font-size: 10pt; font-weight: bold\">People Management &amp; Team Development</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Manage and mentor designers within the team, providing guidance on projects and design practice</span></li>\n<li><span style=\"font-size: 10pt\">Support career development through regular feedback, coaching, and performance conversations</span></li>\n<li><span style=\"font-size: 10pt\">Build team capability in service design methodologies, tools, and thinking</span></li>\n<li><span style=\"font-size: 10pt\">Foster a supportive and inclusive environment that encourages learning, experimentation, and growth</span></li>\n</ul>\n<p><span style=\"font-size: 10pt; font-weight: bold\">WHO WE ARE LOOKING FOR</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Post graduate degree in Design followed by 5 plus years of experience in Design Research, Design Strategy, Social Design, UX / Interaction or Service Design disciplines</span></li>\n</ul>\n<ul>\n<li><span style=\"font-size: 10pt\">Ability to create systems maps, journey maps and service blueprints as needed using Miro or other collaborative visual tools. </span></li>\n<li><span style=\"font-size: 10pt\">Language proficiency in English, as well as any other Indian languages is a plus, specifically Marathi, Hindi, Punjabi, Kannada, Telugu</span></li>\n<li><span style=\"font-size: 10pt\">Proven experience applying service design methodologies in real-world contexts</span></li>\n<li><span style=\"font-size: 10pt\">Ability to design, develop, and validate service blueprints, system maps, and end-to-end service experiences</span></li>\n<li><span style=\"font-size: 10pt\">Strong experience working across both frontstage and backstage systems</span></li>\n<li><span style=\"font-size: 10pt\">Demonstrated ability to translate research insights into actionable service interventions</span></li>\n<li><span style=\"font-size: 10pt\">Strong stakeholder management skills, with experience engaging and influencing senior leadership</span></li>\n<li><span style=\"font-size: 10pt\">Ability to facilitate alignment across diverse teams and functions, and build strong working relationships</span></li>\n<li><span style=\"font-size: 10pt\">Experience in workshop design and facilitation for cross-functional collaboration</span></li>\n<li><span style=\"font-size: 10pt\">Strong project management capabilities, including independently driving initiatives and managing multiple priorities</span></li>\n</ul>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Additional preferred experience</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Prior experience in healthcare, public health, or related domains is a strong plus</span></li>\n<li><span style=\"font-size: 10pt\">Familiarity with healthcare systems, patient and caregiver journeys, and population-specific needs (e.g., elderly care)</span></li>\n<li><span style=\"font-size: 10pt\">Experience working on early-stage program design, innovation, or new program areas</span></li>\n</ul>\n<p><span style=\"font-size: 10pt; font-weight: bold\">WHAT WE VALUE</span></p>\n<p><span style=\"font-size: 10pt\">At Noora Health, we value diversity, equity, and inclusion, and we understand the value of developing a team with different perspectives, educational backgrounds, and life experiences. We prioritize diversity within our team, and we welcome candidates from all gender identities, castes, religious practices, sexual orientations, and abilities – among many others. We encourage people from all backgrounds to apply for positions at Noora Health.</span></p>",
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