Service Integrity Partner: Health

Service Integrity Partner: Health

Department: Office of the Customer

Reports to: Director of Service Integrity

Location: East Africa within or near the majority of Alight’s health services (Nairobi, Port Sudan, Kigali)

Travel: At least 50% of time in service locations

About Alight

Alight is a proximity-driven humanitarian organization that restores power and agency to people experiencing displacement. For nearly 50 years, we’ve walked alongside our customers – displaced communities – in some of the most challenging and complex places in the world. Regardless of role or responsibility in this organization, we center the choices, dignity, and lived experience of people we serve – even when it complicates the work. We live our values at each step of our shared journey. At our best, our commitment to displaced people is sustained, relational, and grounded in trust.

The Team

Led by the Chief Operating & Experience Officer, the Office of the Customer team responsible for

• understanding and articulating insights around the journey of displacement,
• ensuring program integrity in service of delivering on our promise to our customers,
• supporting enterprises to thrive in their commitments to their customers,
• and demonstrating impact and advancing our strategy in a way that is felt and experienced.

We center the displaced person in everything we do. Agency, choice, and dignity are core to how we work. We practice proximity and power sharing in everyday interactions – and we help colleagues do the same. We deliver on quality and the needs of today, while we grapple with big questions and tackle transformative changes to build the organization of the future.

The Service Integrity Team works to strengthen Alight’s services through customer insight, practical improvements, and grounded learning. The team supports Enterprises to design and improve services that are: grounded in customer experience, responsive to real-world conditions, practical to implement, and realistic to fund.

Role Purpose

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

Values Alignment

You are curious and truly listen. You appreciate the complexities of human beings. You ask questions, seek information, and dig deeper into understanding a problem holistically before working to solve it. You enter a space with humility and an eagerness to learn.

You believe shared ownership creates better outcomes. You trust displaced customers to guide the way forward. You’re open to new and different possibilities, are motivated in what an abundant future could hold, and you generate ideas sparked from insight – and foster spaces that are safe for others to generate their ideas too. You bring others in, build ecosystems, and share power with those who care about this more than you do. You adapt your work to make space for others.

You embrace transformation. You recognize and honor that our work centers people – a constantly changing and complex customer within a constantly changing and complex world. And so too, we must constantly change. You believe in the abundance of human beings and you understand that to unleash that abundance, we must bravely enter a bold new chapter capable of transforming the future.

You value beauty. You believe a meaningful life includes joy, dignity, and connection. You place weight on the experience people have – of a place, a space, a person, a service. You strive to create things that are human-worthy and you believe quality should be determined by those experiencing it.

Alight is an Equal Opportunity Employer offering employment without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, national origin, citizenship, physical or mental disability, or protected veteran status. Alight complies with all applicable laws governing nondiscrimination in employment.