About Thomas Wilson
Profile
Thomas is passionate about... design and culture, service design methodologies, service design thinking, innovation, design education, service design and service Strategy
WIT Strategy and Service Deisgn,
Director Service & Organizational Design
I’m a hands-on design leader, director, super IC, consultant in Systems and Service Design, Journey Management, Organizational Design, L&D, and Strategy. I nurture a multidisciplinary approach toward transforming complex CX/EX/UX ecosystems across healthcare, insurance, legal, government, education, and high-tech industries.
I specialize in journey management and investigative incident research mapping, service blueprinting, business transformation and optimization, organizational design and change, AI experience frameworks, omni-channel journey orchestration, and building scalable communities of practice for Service and Journey Ops inside regulated and highly matrixed organizations.
My work empowers cross-functional teams to uncover root-cause experience breakdowns, align KPIs with outcomes, and design evidence-based solutions that span digital, physical, service, and policy touch-points.
I partner with Fortune 1 to 500s, SMBs, startups, public agencies, payers, hospital systems, and law firms to launch new businesses, scale experience programs, and generate both financial and human-centered impact.
Core Strengths:
• CX, EX, UX Strategy & Execution
• Voice of Customer & Employee (VoC/VoE)
• Business, Venture & Service Design
• AI, Agentic, SOPs/AI Workflows, LLM, AI Work/Org Strategy
• Journey Management, Mapping & Orchestration
• Organizational Design & Effectiveness, Team Science
• Change Enablement & Business Transformation
• Instructional Systems & Learning Experience Design (L&D)
• Design Research & JTBD Definition
• Stakeholder Engagement & Facilitation
• Qualitative Employee, Customer and Service Research.
Industry Expertise: Healthcare, Health Tech, Legal & Class Action, Insurance, Federal & State Education, Retail, Telecom, Financial Services, Aerospace and Public Sector.
To me, service design means...
Service Design is the research, analysis and design of the choreography of interactive touchpoints customers have within a system or service. It’s about solving problems and creating positive outcomes for customers, employees, and organizations by refining existing, and designing new, areas of service. Every pain point that occurs within an experience holds the solution to alleviate within itself. I want access to those touch-points to define opportunity, and uncover insight that informs the design of supernatural, product, service and brand loyalty.
Share your favorite projects with our community:
Future State Service Blueprint Behavioral Health
Behavioral Health, Advocacy Service Design Blueprint – Mobile Experience
Thomas Wilson
Behavioral Health, Acuity User Journey
Behavioral Health, Acuity User Journey
Thomas Wilson
BlueCross BlueSheild Future State Journey
BlueCross BlueSheild Future State Journey
RX Adherence, Shop and Education Advocacy Experience
Thomas Wilson
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