Role Overview
The Service Integrity Partner: Health works alongside enterprise teams to strengthen services by connecting customer experience, service delivery, and program design. This role stays close to services and customers to understand what is happening in practice and works with teams to identify and implement practical improvements that strengthen customer experience. The role brings relevant technical health expertise into program thinking and applies it in real service contexts.
Responsibilities
Across all responsibilities, this role requires a closeness to services and customers, and continuous engagement with enterprise teams.
1. Understand customer experience & identify opportunities for improvement (30%)
- Visit service locations to observe programs and environments, taking a holistic look at the experience of those interacting with or impacted by Alight’s services.
- Capture observations, learnings, and note risks or gaps.
- Build trust with customers and listen to understand their real service experience.
- Engage frontline teams in observation efforts and identify delivery challenges.
- Pressure test emerging insights with customers and frontline teams; iterate based on feedback.
- Synthesize insights to inform program/service decisions and priorities.
2. Strengthen programs with enterprise teams (30%)
- Work with enterprise teams to test and apply doable prototypes to improve services in real-time.
- Support teams to adapt and refine services based on implementation learning.
- Bring insights into program discussions and surface risks that may compromise customer experience.
3. Contribute to cross-enterprise learning (15%)
- Share observations and ideas with the broader Service Integrity Team for global synthesis.
- Brief team members and leadership on service insights.
- Identify analogous learning that can be shared across other enterprise teams.
- Influence broader programmatic and strategic decisions through identified patterns.
4. Strategic Teams Collaborator (15%)
- Participate in 1-3 strategic cross-functional teams within the Office of the Customer to advance organizational priorities and proximity to the mission.
5. Engage in program design (10%)
- Join enterprise discussions early in the design phase to contribute grounded insights.
- Prompt creative and innovative idea generation with design teams.
- Provide recommendations for improved design, identifying trade-offs between customer experience, operational realities, and funding constraints.
Qualifications and Experience
- Minimum 7 years experience implementing and designing health programs in complex and resource-constrained environments.
- Relevant technical expertise in primary healthcare, emergency health, and health systems strengthening.
- Demonstrated experience in humanitarian or development programs with strong exposure to service delivery.
- Experience working closely with frontline teams and/or directly with communities.
- Public Health specialist, Clinician, and/or Emergency Health Responder background; an advanced degree in Infectious disease is a plus.
- Familiarity with designing health programs using human-centered design (HCD).
- Strong communication skills and the ability to synthesize actionable insights.
- Ability to navigate across teams and influence without direct authority.
Key Behaviors & Abilities
- Stays close to reality: Relies on direct engagement rather than assumptions.
- Turns insight into action: Identifies practical, doable improvements.
- Balances thinking and doing: Moves effectively between reflection and implementation.
- Builds trust: Supports honest dialogue across all roles from customers to leadership.
- Navigates complexity: Clarifies multiple perspectives to move teams forward.
- Iteration-focused: Comfortable testing and adapting ideas in imperfect conditions.
How to Apply
Interested and qualified candidates should visit the Alight career portal via the following link: Alight Career Portal which redirects to the official website at www.wearealight.org.
