Lead Experience Strategist

Join PatientPoint to be part of a dynamic team committed to empower better health. As a leading digital health company, we innovate to positively impact patient behaviors. Our purpose-driven approach offers an inspirational career opportunity where you can contribute to improving health outcomes for millions of patients nationwide.

Location: Remote
Travel Requirements: As needed for research efforts.

Job Summary
The PatientPoint Experience Design team is in an exciting season of building and growing its design and research team and offerings for the company. We are looking for a passionate, innovative and accomplished Experience Strategist and Researcher to join our growing Experience Design team. Working closely with product leaders, designers, researchers, and technologists, you will establish best practices, toolkits, and implement user-centered design processes for new and existing initiatives. Under the direction of the Vice President of Experience Design you will conduct generative research, identify key insights, and deliver strategic recommendations. This role will advocate for best practices in end-to-end user experience and strategy with obsessive focus on understanding our customers and the problems we need to solve for them. It will require a deep understanding of experience research and how to uncover information to help drive effective and efficient decision-making.

You will provide valuable input and suggestions to key business decisions with a human-centered mindset – helping team members remain focused on serving the right people in the right market and ensuring the product or solution aligns with business strategic goals. This role will:

• Conduct user research, competitive analysis, and stakeholder interviews
• Balance strategy with research insights to generate unique solutions for our customers’ needs
• Synthesize research into a strategic approach creating artifacts such as:
• Design principles, key insights, personas, journey maps, service blueprints
• Formulate concepts and requirements into roadmaps and comprehensive approaches in order to guide the project vision with artifacts such as IA, site maps, process flows, low-fidelity prototypes

What You’ll Do

• Drive the evolution of the Experience Strategist role for the Experience Design team and the broader organization by establishing and maintaining consistency in Experience Strategy practices.
• Document strategies and vision for Experience Design across the full portfolio, including processes, frameworks and guidelines.
• Present and achieve buy-in from key stakeholders. Act as a leader, helping to build a supportive culture of learning and experimentation.
• Conduct empathetic user research, ideate and strategize the design and implementation of innovative solutions which are aligned with the company objectives.
• Identify future opportunities to drive value for our customers.
• Create and execute research plans, moderate studies, gather qualitative and quantitative data, analyze, document, and present findings.
• Deliver customer journey maps, experience maps, and service design maps.
• Collaborate closely with internal partners and external agencies to conduct research activities.
• Drive strategy and priorities through data analytics, outcome-based measurements and clear, actionable recommendations.
• Ability to manage and prioritize multiple projects of varying timelines, degrees of complexity and scope.

What We Need

• Strong executive presence, including ability to partner with and effectively influence senior leadership.
• Bachelor’s degree required. Master’s degree in design, human-computer interaction (HCI) or equivalent professional experience is required.
• 8+ years experience in all areas of user experience design (information architecture, wireframing, visual design, prototyping, user testing).

Desired Qualifications

• Skilled at communicating verbally and in writing to diverse audiences.
• Thought leader and Change agent willing to challenge norms and grow peers’ thinking.
• Proactive self-starter; assertive and able to ensure that design principles are adhered to.
• Strong prioritization skills and ability to quickly re-prioritize in a dynamic environment.
• Analytical mindset and creativity to balance detailed problem solving with ‘big picture’ strategic view.
• Deep empathy, creativity, and problem-solving experience.
• Strong experience design strategy skills in areas of consumer/user research and analysis, experience mapping, journey mapping, service design, personas, desig