Job Summary

A CX Senior Product Designer plays a central role in shaping strategic initiatives through a customer’s lens — directly responsible for driving the quality, creativity, and delivery of human-centered digital products for our patients and their families. We are building a versatile team of designers with complementary strengths in either UI or UX capacities. In this role, the CX Senior Product Designer will collaborate cross-functionally with research, service design, content design, engineering, analytics, product managers, and CX leadership, helping to solve pain points, empower our users, influence stakeholders with clear rationale and strong visual and verbal storytelling, gather and integrate feedback, and create energy and alignment through strategic visions and creative innovation.

Key focus areas

Craft:

Advance customer-centric digital experiences through excellent delivery of UI and/or UX design artifacts: discovery, competitive analysis, design concepts, wireframes, assets, heuristic analysis, diagrams, user flows, prototypes, and the continued evolution of the design system.

Leadership:

Coach and mentor other designers and team members, providing direct feedback, critique, and strategically directing work to push the experience to the next level.

Process:

Contribute robust design thinking and rationale to communicate our design process including the creative direction, build, and advocacy of the Design System.

Essential functions of the role

· Build frameworks that support our evolving organization such as: UI and/or UX components, libraries, templates, workflows, collaboration tools, etc.

· Translate company branding and existing patterns and frameworks into solutions that scale across different experiences.

· Work together with stakeholders and product managers to align on concepts and requirements.

· Bring concepts and requirements to life in end-to-end user experiences and choose the appropriate medium and fidelity to present them.

· Build interactive prototypes, wireframes, and/or storyboards to test ideas and communicate them internally and externally.

· Inspire trust and confidence in design recommendations by establishing clear rationale, customer insights, root cause analysis, and feedback.

· Iterate quickly and explore multiple solutions for a given problem.

· Understand and continually evangelize our customers and what they need to make informed healthcare decisions for themselves and their families.

· Stay informed on current developments in design and industry trends.

· Promote inclusive design standards and guidelines for desktop, web, and mobile.

· Collaborate with product managers, engineers, QA, and other designers to facilitate research activities, strategy sessions, ideation, design, and testing of new product and/or service concepts.

· Assist the Customer Journey, Consumer Solutions, and Digital teams to organize and facilitate activities that keep the team sharply organized and thinking critically and strategically.

· Perform other position-appropriate duties as required in a competent, professional, and courteous manner.

Key success factors

· 3-5+ years of experience in visual, interaction, or product design.

· Impressive creative portfolio demonstrating your awesome work, including the ability to demonstrate a diverse range of projects.

· Effortless communication/presentation skills, natural collaborator.

· Experience with Agile/Scrum methodologies, and a willingness to adapt and customize them as needed.

· Evangelize design best practices across mediums (digital and physical).

· Strong knowledge of Miro, Figma, FigJam, Adobe Creative Cloud, or similar tools and a strong desire to always learn more.

· Experience creating prototypes and/or storyboards that showcase multiple design concepts quickly, with an acute understanding of the customer and business problems they solve.

· Experience working with and contributing to established brand guidelines, style guides, and/or code-based design systems.

· Ability to work from low fidelity to high fidelity.

· Ability to work collaboratively within cross-disciplinary teams.