- Senior
- Escritório em London
Ready to revolutionize healthcare, making it faster and more accessible than ever before?
How we started:
Back in 2013, our founder Dwayne D’Souza saw an opportunity to give people faster and more convenient access to medications using technology. We've grown rapidly since our inception, without any external funding whatsoever – achieving profitability through innovation and a highly disciplined approach to growth.
Where we are now:
We’ve earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in-house medical teams, researchers and pharmacists. Between 2023 and 2024 our global revenue tripled; £60m to £180m (300% year-on-year growth). We're looking to do the same in 2025; move into new territories, and further accelerate our growth journey. There’s never been a more exciting time to join HeliosX.
Where we’re going:
Over the next five years, you’ll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You’ll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone.
Come be a part of making our dream of easier and faster healthcare a reality!
About the role:
As a Senior Service Designer at HeliosX, you'll be the architect of our end-to-end customer experience. Your mission is to look beyond the screen and orchestrate a seamless, intuitive, and compassionate healthcare journey for our customers.
You will act as a strategic leader, connecting the dots between our digital products, clinical operations, pharmacy services, and customer support teams. This role is about designing the entire service ecosystem, ensuring every touchpoint works in harmony to build trust and deliver outstanding health outcomes. You'll champion a service-first mindset, embedding systems thinking and deep empathy into our culture to solve complex challenges at scale.
What you'll be doing:
- Orchestrate end-to-end Journeys: Lead the design of entire healthcare services, from a customer's first interaction with us through to their ongoing treatment and support.
- Map the Ecosystem: Create and maintain core service design artefacts like service blueprints, user journey maps, and ecosystem diagrams to visualise complex processes, identify pain points, and uncover opportunities for innovation.
- Translate Complex Needs: Synthesise customer needs, clinical requirements, operational constraints, and business goals into elegant, scalable, and coherent service solutions.
- Lead Cross-Functional Collaboration: Partner closely with leaders in Clinical, Product, Research, Engineering, Pharmacy Operations, and Customer Support to ensure a unified and seamless experience is delivered across all channels.
- Champion Service Excellence: Advocate for a consistent and high-quality service experience, establishing best practices and principles that guide teams across the organisation.
- Facilitate Co-Creation: Design and lead workshops with customers, clinicians, and internal teams to co-create solutions and foster a shared understanding of the problems we're solving.
- Mentor and Elevate: Coach other designers and team members in service design methodologies, systems thinking, and patient-centred problem-solving.
Who you are:
- You have 5+ years of experience in service design, strategic design, or a similar role where you have designed complex, multi-channel services from concept to launch.
- You possess a deep understanding of service design methodologies, including qualitative research, journey mapping, service blueprinting, and workshop facilitation.
- You are a natural systems thinker, skilled at untangling complex processes and understanding the interdependencies between people, processes, and technology.
- You have proven experience working in a fast-paced, cross-functional environment, ideally within health tech or another regulated industry.
- You are an exceptional communicator, able to articulate complex ideas and user insights in a clear, compelling way to influence stakeholders at all levels.
- You are evidence-led, using a blend of qualitative insights, operational data, and business metrics to inform your strategic recommendations and measure the impact of your work.
- You have a portfolio that showcases your ability to solve complex problems and deliver services that create real value for both users and the business.
Life at HeliosX
At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!
Aside from working with our all-star team, here are the other benefits of coming on board:
- Generous equity allocations with significant upside potential
- 25 Days Holiday (+ all the usual Bank Holidays)
- Private health insurance, along with extra dental and eye care cover
- Pension scheme
- Enhanced parental leave
- Cycle-to-work Scheme
- Electric Car Scheme
- Free Dermatica and MedExpress products every month, as well as family discounts
- Home office allowance
- Access to a Headspace subscription, discounted gym memberships, and a learning and development budget
#LI-Senior #LI-Hybrid
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