DescriptionOverviewWe are dedicated to transforming experiences for our patients, clinicians, and team members through innovative, enterprise-wide digital solutions. The Digital Experience Specialist serves as the critical bridge between the Product Management team and PDS Health® practice team members, ensuring that new and enhanced product features are effectively communicated, adopted, and embraced across the organization. This individual contributor role is responsible for taking product capabilities directly to end customers, building trainer capability across the field, capturing structured feedback, and channeling insights back to the product team to continuously strengthen the product roadmap. The Digital Experience Specialist plays a vital role in accelerating time-to-value for digital investments and ensuring that the voice of the end user shapes future product decisions.
Responsibilities- Partner with Product Managers during ideation and discovery to contribute an end-user perspective, bringing field observations and practice-level workflow context into early product thinking.
- Conduct user interviews and structured observation sessions with dental team members, office managers, and clinicians to surface unmet needs, pain points, and workflow patterns that inform product design decisions.
- Design journey maps, wireframes, and prototypes that translate end-user research and field observations into product concepts, owning the UX design process and ensuring all solutions reflect real-world clinical and operational workflows before development begins.
- Champion new product features and enhancements by delivering clear, engaging, and role-appropriate product demonstrations to end customers, including dental team members, office managers, and clinicians across PDS Health® practices.
- Develop and execute product rollout plans in partnership with Product Managers, ensuring features reach the field in a structured and impactful way.
- Serve as the on-the-ground voice of the product, translating technical capabilities into practical, day-to-day value for end users.
- Coordinate with regional and operational stakeholders to schedule and deliver product walkthroughs, launch events, and adoption sprints.
- Design, develop, and deliver train-the-trainer programs that equip designated super users, office leads, and support center team members to independently support product adoption within their teams.
- Build and maintain a library of adoption resources including job aids, quick-reference guides, video walkthroughs, and FAQs to support ongoing learning.
- Partner with PDS Health University™ and People Services to align training content with organizational learning standards and delivery platforms.
- Certify and coach internal trainers, providing ongoing calibration and performance support to ensure consistent knowledge transfer across locations.
- Design and deploy structured feedback mechanisms, including surveys, focus groups, shadowing sessions, and feedback calls, to gather qualitative and quantitative insights from end users following product releases.
- Synthesize field feedback into actionable themes, patterns, and prioritized improvement opportunities.
- Maintain a continuous feedback loop with Product Managers and Group Product Managers, sharing field observations in a timely, structured, and data-informed manner.
- Document adoption barriers, usability pain points, and unmet workflow needs to inform product backlog refinement and roadmap planning.
- Partner closely with Product Managers to translate end-user insights into clearly articulated enhancement requests, supporting evidence-based roadmap decisions.
- Participate in product discovery sessions, sprint reviews, and roadmap planning meetings to provide the field perspective.
- Track and communicate the downstream impact of roadmap changes on end-user experience, flagging potential adoption risks before releases.
- Advocate for the end customer in all product conversations, ensuring that the user voice is embedded in product strategy and prioritization.
- Define and monitor product adoption metrics, including feature utilization rates, training completion, and user satisfaction scores, to measure the effectiveness of adoption programs.
- Provide regular adoption status reports to the Product Manager, highlighting trends, wins, and areas requiring additional focus.
- Identify practices or regions with low adoption rates and develop targeted intervention plans to close gaps.
- Contribute to post-launch retrospectives by sharing adoption data and field insights that inform future release strategies.
Qualifications- 5+ years of experience in UX design, product design, or a related discipline, with demonstrated exposure to product adoption, change management, or customer-facing implementation in a technology or digital product environment.
- Bachelor's degree in Business, Information Systems, Computer Science, or related field (or equivalent experience).
- Proficiency in UX design tools such as Figma, Miro, or equivalent, with hands-on experience creating wireframes, prototypes, and journey maps.
- Demonstrated ability to conduct user research, including interviews, contextual inquiry, and usability testing and synthesize findings into actionable design recommendations.
- Strong facilitation, presentation, and interpersonal skills with the ability to engage and influence diverse stakeholder groups including clinicians, operations leaders, and product teams.
- Ability to gather, synthesize, and communicate structured feedback across multiple channels, translating field observations into design and product improvements.
- Experience designing and delivering training or enablement content that helps non-technical end users adopt new digital tools and workflows.
- Highly organized with the ability to manage multiple concurrent design and rollout initiatives across different regions or customer segments.
- Proficiency with Microsoft 365 (Teams, SharePoint, Excel, PowerPoint) and willingness to travel to PDS Health® practices as needed to support in-person design research and adoption activities.
Preferred- Experience in a healthcare, dental, or other regulated industry environment.
- Familiarity with product management concepts including roadmaps, sprints, and feature releases.
- Experience with learning management systems (LMS) or digital adoption platforms (e.g., WalkMe, Pendo, or similar).
- Prior experience working in or closely with a product or technology team.
- Experience supporting enterprise-wide software rollouts (e.g., EHR, practice management, or scheduling systems).
- Certification in change management (e.g., Prosci ADKAR) or instructional design is a plus.
Knowledge/Skills/Abilities- Proficiency in UX design principles and tools (ex: Figma, Miro), with demonstrated ability to create wireframes, prototypes, and journey maps that translate user research into intuitive product experiences.
- Demonstrated ability to plan and execute end-user research, including interviews, contextual inquiry, and usability testing and synthesize findings into actionable design recommendations.
- Ability to influence and drive design and adoption outcomes across cross-functional teams, fostering collaboration between product, clinical, and operational stakeholders.
- Demonstrated excellent interpersonal, verbal, written, and presentation communication skills, with the ability to tailor messaging for both technical and non-technical audiences.
- Familiarity with Agile methodologies and the ability to make data-driven design decisions using an analytical mindset.
- Ability to contribute to go-to-market and adoption strategies, supporting feature launches with purposeful design and enablement plans.
- Ability to stay current on UX and digital health trends and actively share insights with the team to foster a culture of continuous learning and innovation.
Benefits- Medical, dental, and vision insurance
- Paid time off
- Tuition Reimbursement
- 401K
- Paid time to volunteer in your local community
Salary Information$104,000.00-$136,000.00 / Annually
