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Director, Customer Experience Design and Research

2 months ago

Boston, United States Interwell Health Full time

As the Director of Customer/User Experience and Research, you will lead a talented team of designers to transform our digitally enabled healthcare services. Your role is critical in optimizing experiences for our patients across the United States, our care team using Salesforce Health Cloud, and providers who help them manage their kidney disease. You will focus on creating an integrated care model that effectively connects people and technology, delivering high engagement through a seamless customer experience.

Key Responsibilities:

Lead and mentor a cross-functional team of designers, fostering a collaborative and innovative work environments

Oversee the design and implementation of user-centered solutions that enhance the patient, care team, and provider experience.

Optimize care team workflows and interventions through omnichannel engagement.

Develop and execute a comprehensive UX/CX strategy that aligns with business objectives and drives high engagement.

Collaborate with product managers, engineers, and other stakeholders to define and prioritize features and enhancements.

Advocate for user needs and ensure a seamless, user-friendly experience across all touchpoints.

Conduct user research, usability testing, and data analysis to inform design decisions and iterate on solutions.

Stay current with industry trends and emerging technologies to drive continuous improvement and innovation.

Qualifications:

Bachelor’s degree in a related field; a master’s degree is a plus.

10+ years of experience leading high-performing customer experience (CX) and user experience (UX) design teams in the healthcare or healthtech sector.

Demonstrated success in startups from 0-1 and scaleups from 1 to many.

Designing highly engaging consumer- and enterprise-facing products delivered across a full range of channels from telehealth to digital-only to in-person.

Strong understanding of Salesforce Health Cloud and the Lightning Design System or equivalent.

Commitment to user research informing design thoughtfully.

Excellent leadership, communication, and collaboration skills.

Strong problem-solving and analytical skills, with a user-centered design approach.

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