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Alight
Service Integrity Partner: Health at Alight
NairobiNairobiFull Time7 years
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anagement 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. 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. 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 Key Behaviors & Abilities Stays close to reality Seeks to understand what is happening in services by spending time with customers and frontline teams, rather than relying on assumptions or second-hand information Turns insight into action Moves beyond observation to identify practical, doable improvements and works with teams to implement them Balances thinking and doing Comfortable moving between reflection and action, without getting stuck in analysis or rushing to solutions without understanding Builds trust across roles Works effectively with customers, frontline teams, and leadership, building relationships that support honest dialogue and collaboration Navigates complexity with clarity Able to make sense of multiple perspectives (customer, operational, programmatic) and help teams move forward in practical ways Comfortable with iteration Tests ideas, learns from what works and doesn't, and adapts approach without needing perfect conditions