Director, Provider Service Design & Provider Experience

Labcorp is a global leader in laboratory services, providing the insights and answers that help healthcare providers, patients, researchers, pharmaceutical companies and health systems make confident decisions and improve outcomes. Through our unparalleled science, data, technology and laboratory network, we advance diagnostics, accelerate innovation and help address some of the world's most important health challenges. As we shape the future of healthcare, we are leveraging advanced technologies, intelligent digital solutions and data-driven innovation across our operations to enhance how work gets done and deliver greater value to customers and patients. With our global scale and deep expertise, you'll have the opportunity to do meaningful work, grow your career and make a real impact on people's health around the world. Together, we're improving health and improving lives.

Director, Provider Service Design & Provider Experience

Labcorp is seeking a Director, Provider Service Design & Provider Experience, to join our team in Burlington, NC or Durham, NC with the flexibility of a hybrid work schedule!

Responsibilities:

Provider Experience

• Own end-to-end provider journeys across onboarding, ordering, results, support, and follow-up, ensuring consistency and quality at every touchpoint
• Partner with clinical, operations, and digital teams to improve provider workflows, including EHR-embedded experiences and diagnostic decision support tools
• Embed provider pain point and sentiment insights into workflow and design decisions
• Advocate for accessibility, health equity, and inclusive design in all service design work

• Partner with Customer Analytics and Research teams to integrate qualitative and quantitative insights into a single, actionable view of provider experience
• Use behavioral data, feedback, and sentiment to identify patterns and prioritize high-impact provider experience opportunities
• Translate insights into clear recommendations that influence product, workflow, and operational priorities across the organization
• Balance provider experience improvements with business impact, operational feasibility, and enterprise strategic priorities when shaping recommendations

• Plan, facilitate, and synthesize workshops, co-design sessions, and service prototyping activities with cross-functional teams
• Guide design research, including contextual inquiry, journey interviews, and usability testing, to inform high-priority experience and workflow decisions
• Build and maintain a library of validated design patterns and service standards to accelerate future work

• Partner with product, technology, operations, and marketing teams to embed service design thinking throughout the product development lifecycle
• Influence priorities across Sales, Marketing, Digital, IT, and Operations by socializing insights and experience recommendations
• Serve as a trusted advisor on service and workflow design decisions without direct product ownership
• Drive alignment on experience standards across teams to ensure consistency for providers
• Develop implementation roadmaps that enable teams to execute and scale service design solutions

• Partner to define and track post-launch experience and business metrics to validate impact, including adoption, throughput, experience scores, and cost drivers
• Partner with analytics teams to assess performance and continuously refine priorities as patterns shift
• Ensure experience changes are clearly tied to revenue, efficiency, and provider loyalty outcomes
• Report progress and insights to senior leadership in a clear, action-oriented manner

• Bachelor's degree in Service Design, Human-Centered Design, Interaction Design, Human-Computer Interaction (HCI), Industrial Design, or Healthcare Administration.
• 8 or more years' experience in service design, UX design or CX strategy.
• 4 or more years planning, facilitating, and synthesizing stakeholder workshops and co-creation sessions.

• 5 or more years of experience in complex B2B or healthcare provider environments

• Proven ability to produce service blueprints, experience maps, and journey maps in complex, multi-stakeholder environments.
• Experience working in agile, iterative product development environments; healthcare or life sciences.
• Prior experience in healthcare, diagnostics, or a patient- or provider-facing environment
• Familiarity with clinical workflows, EHR platforms, provider engagement models, and diagnostic decision support tools
• Fluency with CX measurement frameworks, analytics platforms, and experience metrics such as NPS, CSAT, and sentiment analysis
• Portfolio demonstrating end-to-end service design thinking, research rigor, and measurable outcomes
• Deep understanding of provider workflows and ability to translate complex clinical and operational needs into simple, actionable experience improvements

• Deep expertise in human-centered design methodologies across the full design lifecycle
• Strong systems thinking: ability to design across interconnected people, processes, technologies, and physical environments
• Proficiency in Figma, Mural, Miro, Adobe Creative Suite, or equivalent tools
• Exceptional communication and storytelling skills with diverse audiences - executive, clinical, and technical
• Strong analytical and strategic thinking; comfortable operating at both strategic and hands-on levels
• Comfort translating data and behavioral insights into experience strategy, not just design artifacts
• Familiarity with accessibility standards, inclusive design, and health equity best practices