Experience Design & Activation Lead

Description

We are a company driven by our values: excellence, possibility, leadership, service, celebration, and integrity. The Experience Design & Activation Lead plays a critical role in improving how Heartspring’s services are experienced by families, partners, and employees.

This role sits at the intersection of customer experience, employee support, communications, and innovation. It is responsible for translating insight into action—supporting the design, testing, and implementation of experience improvements and new service offerings.

Working closely with the Vice President, Marketing, Communications & Experience Innovation, this role helps identify where experiences are breaking down, develops practical solutions, and activates improvements across workflows, communication, and service delivery. The position is hands-on and execution-focused, with an emphasis on delivering measurable improvements and supporting organizational transformation.

As Experience Design & Activation Lead, you will:
Champion our values by shaping how we show up to the world—and to each other—while exhibiting excellence through:

• Experience Discovery & Insight Development: support journey mapping, service blueprinting, and experience analysis to identify friction points across customer and employee experiences. Capture observable data about how services are delivered and experienced, connecting internal processes to external interactions. Support the development and execution of market      research and feedback initiatives using tools such as Typeform or Qualtrics. Contribute to the collection, organization, and synthesis of      customer and employee insights to inform decision-making and prioritization. (Possibility)
• Experience Activation & Implementation: Translate insights into practical improvements by identifying and executing experience “quick wins,” particularly those related to communication, workflow clarity, and expectation-setting. Design and implement communication-based solutions that improve the customer journey, such as onboarding sequences, follow-ups, and key touchpoint messaging. Ensure solutions are actionable, feasible, and aligned with operational realities. (Possibility)
• Service Design & Innovation Support: Support the design and piloting of new services, programs, and experience improvements. Assist in developing concepts, testing approaches, and refining solutions based on feedback and      performance. Contribute to service innovation efforts by helping identify unmet needs and supporting the scaling of effective solutions across the organization. (Possibility)
• Workshop Facilitation & Cross-Functional Collaboration: Support the planning and facilitation of experience-focused workshops, working sessions, and problem-solving sprints. Help guide teams toward clear outputs, decisions, and next steps. Partner with leaders and teams across clinical, education, operational functions, and support services functions to support alignment and implementation of experience improvements. (Leadership)
• Change Enablement & Communication: Support change management and communication efforts tied to experience improvements and organizational initiatives. Develop clear, practical communications that help teams and customers understand what is changing and what to expect. Partner with HR to support employee engagement and transformation efforts by reinforcing clear communication, improving the employee experience and helping translate strategy into day-to-day understanding and action. Partner with marketing and communications to ensure messaging aligns with brand positioning and supports a consistent, high-quality experience. (Excellence)
• Professional Responsibility: Adhere to code of conduct and company policies, review published communications, escalate concerns through chain of command, and ensure confidentiality. Other duties as assigned. (Integrity

Requirements

You are a great fit for this role if you have knowledge and abilities in:

• Customer journey mapping, service blueprinting, or experience analysis 
• Translating insights into practical, implementable solutions 
• Supporting or facilitating workshops and collaborative problem-solving sessions 
• Designing communication flows that improve clarity, reduce friction, and support behavior change 
• Conducting or supporting market research and feedback collection 
• Prioritizing work based on impact and feasibility 
• Working within operational constraints while identifying opportunities for improvement 
• Supporting change initiatives through communication and practical implementation 
• Using tools such as Miro, Typeform, or Qualtrics 
• Leveraging AI tools to improve efficiency, quality, and output 
• Collaborating effectively across teams and contributing to alignment efforts

EDUCATION & EXPERIENCE

• Bachelor’s degree required; preferred fields include marketing, communications, business, design, psychology, or a related discipline 
• 4–8 years of relevant experience in customer experience, service design, marketing, communications, or a related field
• Experience utilizing collaborative and workflow technologies (e.g., Miro or similar platforms) and AI-enabled tools to support research, communication, documentation, process improvement, and cross-functional operational alignment.
• Experience with journey mapping, process improvement, or service design work preferred 
• Experience supporting or implementing cross-functional initiatives or projects 
• Strong written communication skills with the ability to develop clear, practical messaging
• Experience in healthcare, education, or high-performing nonprofit environments preferred 

BENEFITS

• Comprehensive benefits package
• Generous paid time off including 5 weeks of paid time off
• Continuing education stipends
• Professional growth and advancement pathways
• Supportive and innovative culture