Job Summary

Leads the research and design of human-centered experiences across the healthcare system, serving families, staff, community partners, and referring providers. This role acts as a strategic discovery engine-both uncovering new opportunities for innovation and validating that organizational efforts address the right problems. Success is defined by the ability to bridge the gap between "what" is happening and "why" it is happening; this is achieved by synthesizing quantitative metrics with deep qualitative insights to identify root issues and develop effective solutions with leadership.

Essential Functions

- Leads comprehensive research studies (interviews, focus groups, surveys) to uncover improvement opportunities across family, staff, community, and provider experiences.
- Facilitates design thinking workshops and strategy sessions with healthcare leaders to identify root causes of complex issues and co-develop actionable solutions.
- Creates high-quality journey and service maps, behavioral segmentations, and service playbooks that illustrate the interplay between people and healthcare processes.
- Leads end-to-end design projects ensuring clinical, operational, and digital initiatives align with the needs of patients, families, and providers.
- Synthesizes multiple data sources to provide the "why" behind quantitative metrics, translating complex findings into compelling narratives and next steps for leadership.
- Partners with clinical and operational teams to provide targeted discovery and intervention strategies for areas with underperforming experience metrics.

Education:

- Bachelor's Degree in related field required (such as HCI, Service Design, Psychology, Ethnography) required or relevant experience

Experience:

- 5+ years of experience leading complex experience research and design projects required
- Healthcare experience preferred
- Experience organizing and running user research studies independently in a complex organizational environment required

Knowledge, Skills and Abilities

- Proficiency in design thinking, service design, and qualitative research methodologies to lead system-wide experience improvements.
- Ability to translate complex data into narratives and visual frameworks that help senior leadership make strategic decisions.
- Advanced skills in independent problem-solving and decision-making that influence healthcare and experience strategy.
- Strong interpersonal and facilitation skills to lead cross-functional teams in applying human-centered design methodologies.

Required for All Jobs:

- This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that may be requested in the performance of this job.
- Employment is at-will. This document does not create an employment contract, implied or otherwise.

Certifications/Licenses: