Role Purpose<\/p>\n
\tThe 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.<\/p>\n
Responsibilities<\/p>\n
Across all responsibilities, this role requires a closeness to services and customers, and continuous engagement with enterprise teams.<\/p>\n
Understand customer experience & identify opportunities for improvement \u2013 30%<\/p>\n
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.<\/p>\n
\tVisit 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\u2019s services.
\n\tCapture observations and learnings. Make note of risks or gaps.
\n\tSpend time with and build trust with customers, listening to them to understand their real service experience.
\n\tEngage frontline teams in the observation efforts.
\n\tIdentify opportunities and challenges in how services are delivered, grounded in customer experience.
\n\tPressure test emerging insights with customers and frontline teams, building trust in the process. Iterate insights based on feedback.
\n\tSynthesize and communicate insights in ways that directly inform program\/service decisions and priorities.<\/p>\n
Strengthen programs with enterprise teams \u2013 30%<\/p>\n
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.<\/p>\n
\tAt 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.
\n\tSupport teams to adapt and refine services based on what is learned through implementation.
\n\tBring observations and insights into program discussions to inform decisions.
\n\tCommunicate potential risks and gaps surfaced from proximity and insight. Surface and escalate risks that may compromise customer experience or program integrity.<\/p>\n
Contribute to cross-enterprise learning \u2013 15%<\/p>\n
This work ensures that learning informs broader service improvement across enterprises.<\/p>\n
\tShare 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.
\n\tBrief team members and leadership teams on service insights when requested
\n\tHelp identify where applicable or analogous learning could be shared and contribute relevant insight to those enterprise teams.
\n\tContribute to identifying patterns across services that can influence broader programmatic and strategic decisions.<\/p>\n
Strategic Teams Collaborator \u2013 15%<\/p>\n
\tEach 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.<\/p>\n
Engage in program design \u2013 10%<\/p>\n
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.<\/p>\n
\tJoin enterprise discussions early in programming decision processes to contribute before programming design is finalized. Bring generated insights to these discussions.
\n\tUse grounded insights to prompt around creative and innovative idea generation with enterprise and program design teams. Capture ideas generated when applicable.
\n\tContribute to program design and proposal development by providing recommendations for improved program design, including identifying where design choices may impact customer experience or feasibility
\n\tWork with teams to explore design trade-offs between customer experience, operational realities, and funding constraints, ensuring customer dignity remains central in decision-making.<\/p>\n
Qualifications and experiences needed for this role<\/p>\n
\tDemonstrated experience working in humanitarian or development programs, with strong exposure to service delivery in complex environments
\n\tRelevant technical expertise in primary healthcare, emergency health, health systems strengthening
\n\tExperience working closely with frontline teams and\/or directly with communities, with an ability to understand and interpret lived experience
\n\tPublic Health specialist, Clinician, and\/or Emergency Health Responder with an advanced degree in Infectious disease a plus.
\n\tMinimum 7 years experience implementing and designing health programs in complex and resource constrained environments
\n\tStrong ability to translate observations into practical actions that improve services
\n\tExperience contributing to program design, implementation, or adaptation in dynamic contexts
\n\tFamiliarity with designing health programs using human-centered design (HCD)
\n\tAbility to navigate across teams and roles, influencing without direct authority
\n\tStrong communication skills, including the ability to synthesize and share insights in clear, actionable ways
\n\tComfort working in ambiguous environments and adapting approach based on what is learned in practice<\/p>\n
Key Behaviors & Abilities<\/p>\n
\tStays close to reality
\n\tSeeks to understand what is happening in services by spending time with customers and frontline teams, rather than relying on assumptions or second-hand information
\n\tTurns insight into action
\n\tMoves beyond observation to identify practical, doable improvements and works with teams to implement them
\n\tBalances thinking and doing
\n\tComfortable moving between reflection and action, without getting stuck in analysis or rushing to solutions without understanding
\n\tBuilds trust across roles
\n\tWorks effectively with customers, frontline teams, and leadership, building relationships that support honest dialogue and collaboration
\n\tNavigates complexity with clarity
\n\tAble to make sense of multiple perspectives (customer, operational, programmatic) and help teams move forward in practical ways
\n\tComfortable with iteration
\n\tTests ideas, learns from what works and doesn\u2019t, and adapts approach without needing perfect conditions<\/p>\n
Apply Through:<\/p>\n
www.wearealight.org<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/www.wearealight.org","_company_name":"Alight","_company_website":"https:\/\/wearealight.org\/","_company_tagline":"ABOUT US BECOMING ALIGHT We are and always have been about amazing global citizens taking action to change our world. Forty years ago, Chicago businessman Neal Ball recruited a volunteer relief team who deployed to the Thai-Cambodian border. Even in the face of terrible tragedy, that first team w... read moreas characterized by their incredible energy and belief that anything was possible. In 2019, we took the next big step on a journey to unleash and put into action that same abundant belief. American Refugee Committee became Alight. Were the same organization with the same people doing the same critical work providing health care and clean water, shelter, protection, and economic opportunity to more than 3.5 million people in 19 countries each year. But in solidarity with the people we serve who are too often defined by a single dark moment in their lives, weve dropped the label refugee. Alight sees and helps every person make meaningful change in the world from displaced and marginalized communities in Africa, Asia and the Americas toanyone, anywhere. OUR PURPOSE Alight exists to inspire and unleash the abundance in every person. Were becoming an organization that sees possibility instead of scarcity, that provides services truly worthy of human beings instead of just good enough. From the people we serve to the people who serve alongside us, our purpose is to unlock limitless potential, together. Thats when abundance happens. WHAT WE DO We build a meaningful life for and with the displaced. When we find people displaced from their homes, countries, or lives, our instinct may be to focus only on their basic needs. And that is essential. But its also not a life. A life is filled with joy, dignity, connection, and purpose. And thats what we aim to build. We are an open family of organizations that works closely with refugees, trafficked persons, and economic migrants, to co-design solutions that help them build full and fulfilling lives lives that are Alight.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[750,693,1337],"job-types":[687],"class_list":{"0":"post-95763","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/95763","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=95763"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=95763"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=95763"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=95763"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}