Senior Director, Service Design, AI Transformation

Our Mission: To Eliminate Every Barrier To Mental Health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology,

Precision Mental Healthcare

, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a

net positive ROI

for employers and we are the only company in our category to earn

external validation

of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

Reporting to the Chief Technology Officer, this role is responsible for redesigning how Spring Health operates by applying service design and AI driven transformation across end to end services. This role uses AI and data driven insights to identify inefficiencies, automate workflows, and enable faster, higher quality decision making across the service ecosystem.  You will lead the definition and evolution of the service ecosystem across digital, human, and operational touch-points, ensuring seamless user experiences while directly improving operational efficiency, scalability, and cost to serve. You will operate as a senior transformation leader, partnering across Product, Engineering, Data Science, and Operations to embed AI into core workflows and drive measurable business impact.

Key Responsibilities

Design and improve end to end customer journeys across digital, human, and operational channels, ensuring consistency and scalability across the service experience

Create and evolve service blueprints, journey maps, and ecosystem maps to define how services operate today and establish a clear future state across teams and systems

Conduct and synthesize user research, stakeholder interviews, and behavioral data to identify unmet needs, root causes, and high impact opportunities

Identify inefficiencies in workflows, processes, and handoffs, and redesign services to reduce complexity, eliminate manual work, and lower cost to serve at scale

Apply AI and automation strategies to streamline operations, increase efficiency, and deliver measurable cost reduction and productivity gains

Identify, prioritize, and operationalize high value AI use cases that improve service delivery, decision making, and overall system performance

Partner with Data Science, Engineering, Product, and Operations to integrate AI driven capabilities such as predictive insights, recommendations, and copilots into core services and workflows

Lead cross functional alignment and decision making through workshops, working sessions, and executive level storytelling that drives clarity and action

Translate insights into clear strategic recommendations, concepts, and prototypes, and drive them through testing, validation, and implementation

Establish and drive adoption of service design frameworks and ways of working that enable teams to operate with a systems oriented and data informed mindset

Define, track, and report on success metrics including adoption, efficiency, cost reduction, and service performance, ensuring accountability for outcomes

Ensure alignment between user needs, business outcomes, and operational feasibility, balancing experience quality with financial and operational impact

Support enterprise AI adoption by helping teams understand, adopt, and integrate AI capabilities into day to day workflows and decision making

Drive continuous improvement by embedding experimentation, measurement, and iteration into how services are designed and operated

Core Skills

10+ years of experience across service design, operations, product, or experience design with a focus on transforming complex systems

Deep systems thinking and expertise in service blueprinting across complex, multi team environments

Strong user research and insight synthesis capabilities, with the ability to connect qualitative and quantitative data into actionable opportunities

Advanced facilitation and stakeholder alignment skills, including experience driving decisions with senior and executive level stakeholders

Expertise in journey mapping, process design, and service level problem solving across digital and operational systems

Strong AI literacy, including automation, machine learning use cases, and the ability to translate AI capabilities into real operational applications

Strategic thinking and strong business acumen, with the ability to connect service design decisions to cost, efficiency, and business performance

Prototyping and concept development skills, with a bias toward testing and validating ideas in real environments

Data informed decision making, including defining metrics, measuring impact, and using insights to drive continuous improvement

Experience Operating In Complex, Cross Functional Environments And Driving Large Scale Transformation Initiatives

Ability to navigate ambiguity, influence without authority, and drive alignment across diverse stakeholders

The target base range for this position is $160,000 - $180,000 and is part of a competitive total rewards package including equity and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using

Radford Global Compensation Database

at minimum to ensure competitive and fair pay.

Benefits Provided By Spring Health

Note

: We have even more benefits than listed

here

and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to

One Medical

accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.

Employer sponsored 401(k) match of up to 2% for retirement planning

A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.

We offer competitive paid time off policies including vacation, sick leave and company holidays.

At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.

Access to

Noom

,

a weight management program—based in psychology, that’s tailored to your unique needs and goals.

Access to fertility care support through

Carrot

, in addition to $4,000 reimbursement for related fertility expenses.

Access to

Wellhub

,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription

Access to

BrightHorizons

, which provides sponsored child care, back-up care, and elder care

Up to $1,000 Professional Development Reimbursement a year.

$200 per year donation matching to support your favorite causes.

Not sure if you meet every requirement?

Research shows

that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to

Thrive

. If this role excites you, we encourage you to apply.

Ready to do the most impactful work of your life? Learn more about our values, what it’s like to work here, and how hypergrowth meets impact at Spring Health:

Our Values

Our Privacy Policy

https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.