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 opera ... (truncated, view full listing at source)