Qualifications and experiences needed for this role

• Demonstrated experience working in humanitarian or development programs, with strong exposure to service delivery in complex environments

• Relevant technical expertise in primary healthcare, emergency health, health systems strengthening

• Experience working closely with frontline teams and/or directly with communities, with an ability to understand and interpret lived experience

• Public Health specialist, Clinician, and/or Emergency Health Responder with an advanced degree in Infectious disease a plus.

• Minimum 7 years experience implementing and designing health programs in complex and resource constrained environments

• Strong ability to translate observations into practical actions that improve services

• Experience contributing to program design, implementation, or adaptation in dynamic contexts

• Familiarity with designing health programs using human-centered design (HCD)

• Ability to navigate across teams and roles, influencing without direct authority

• Strong communication skills, including the ability to synthesize and share insights in clear, actionable ways

• Comfort working in ambiguous environments and adapting approach based on what is learned in practice

Understand customer experience & identify opportunities for improvement – 30%**

This role is primarily field-facing, with most time spent close to services and customers. This ensures decisions are grounded in real experience and informs practical improvements.

• Visit service locations to observe programs and environments in which our services exist, taking a holistic look at the experience of those interacting with, receiving, or impacted by Alight’s services.

• Capture observations and learnings. Make note of risks or gaps.

• Spend time with and build trust with customers, listening to them to understand their real service experience.

• Engage frontline teams in the observation efforts.

• Identify opportunities and challenges in how services are delivered, grounded in customer experience.

• Pressure test emerging insights with customers and frontline teams, building trust in the process. Iterate insights based on feedback.

• Synthesize and communicate insights in ways that directly inform program/service decisions and priorities.

Strengthen programs with enterprise teams – 30%****

This work translates insight into action by supporting teams to test and apply improvements in real time. It is experienced by teams as practical, collaborative problem-solving that leads to tangible changes in service quality.

• At the service level, work with enterprise teams to test and apply doable prototypes to improve services in real-time. Observe and capture actions and learnings from these prototypes.

• Support teams to adapt and refine services based on what is learned through implementation.

• Bring observations and insights into program discussions to inform decisions.

• Communicate potential risks and gaps surfaced from proximity and insight. Surface and escalate risks that may compromise customer experience or program integrity.

Contribute to cross-enterprise learning – 15%****

This work ensures that learning informs broader service improvement across enterprises.

• Share observations, learnings, insights, and ideas with broader Service Integrity Team to ensure these are: utilized for synthesis and patterns across programming, incorporated in feasibility and practicality analysis for successful implementation, and integrated into strategic direction at the enterprise and global level.

• Brief team members and leadership teams on service insights when requested

• Help identify where applicable or analogous learning could be shared and contribute relevant insight to those enterprise teams.

• Contribute to identifying patterns across services that can influence broader programmatic and strategic decisions.

Strategic Teams Collaborator – 15%****

• Each team member of the Office of the Customer will work on 1-3 strategic teams at any given time. These flexible and cross-functional teams will advance projects that accelerate progress towards being a truly proximate, mission-driven organization, including shaping how insights and learning translate into organizational priorities and change.

Engage in program design – 10%**

This work ensures that programs are shaped by early real-world insight, leading to more relevant, practical, and human-centered design. It is experienced by teams as a creative and grounded input into decision-making.

• Join enterprise discussions early in programming decision processes to contribute before programming design is finalized. Bring generated insights to these discussions.

• Use grounded insights to prompt around creative and innovative idea generation with enterprise and program design teams. Capture ideas generated when applicable.

• Contribute to program design and proposal development by providing recommendations for improved program design, including identifying where design choices may impact customer experience or feasibility

• Work with teams to explore design trade-offs between customer experience, operational realities, and funding constraints, ensuring customer dignity remains central in decision-making.