User Experience Design Lead

DispatchHealth is seeking an innovative and results-driven User Experience Design Lead for their product and service line. The role focuses on driving discovery and design of core service processes related to delivering acute care to patients in the home while collaborating with product, operations, and clinical leaders to enhance user experience across various workflows.

Responsibilities:

• Set the vision and direction for the UX standards across our customer personas
• Provide guidance and management of contract UX team members as they support various initiatives
• Evaluate gaps in our UX staffing / capabilities and drive the future state
• Conduct qualitative and quantitative user research (e.g., interviews, surveys, usability testing, ethnographic studies) with healthcare professionals, schedulers, patients, and other stakeholders
• Facilitate and participate in design critiques, usability testing sessions, and A/B testing to gather feedback
• Continuously refine and improve designs based on user feedback, data analytics, and performance metrics
• Translate research insights into actionable design recommendations and product requirements
• Oversee all aspects of UX design for both internal and external products
• Collaborate with Product Leaders to define product strategy, user stories, and feature requirements based on user research and business goals. Drive design for patient, nurse command center, logistics and service provider partner tools
• Participate in brainstorming sessions, design sprints, and ideation workshops to generate innovative solutions for complex medical problems
• Contribute to the ongoing development, maintenance, and evangelization of a scalable and consistent design system
• Ensure design consistency and adherence to established patterns, components, and guidelines across the product suite
• Identify and implement emerging UX technologies to streamline workflows and surprise and delight our customers
• Develop clear, intuitive, and compliant information architectures, user flows, journey maps, and wireframes
• Design logical and consistent user interactions across all product touch points to optimize usability, efficiency, and safety within medical software
• Create high-fidelity mockups, detailed design specifications, and rapid, iterative prototypes for various user interfaces and features
• Ensure visual designs are clean, modern, accessible, and align with brand guidelines while adhering to medical software standards
• Quickly translate concepts into tangible prototypes for early and frequent user feedback and stakeholder review
• Iterate on designs based on feedback from user testing, product reviews, and engineering feasibility
• Partner closely with Engineering Leaders to ensure technical feasibility of designs, address implementation challenges, and provide detailed design specifications and assets
• Work hand-in-hand with Product Leaders to align design efforts with overall product vision, roadmaps, and business objectives
• Actively participate in agile ceremonies (e.g., stand-ups, retrospectives, sprint planning)
• Champion user-centered design principles and best practices throughout the product development lifecycle
• Ensure designs comply with relevant industry standards, regulations (e.g., HIPAA, HITECH), and accessibility guidelines
• Stay informed about industry trends, emerging design tools, technologies, and best practices in UX/UI, particularly within the medical, healthcare, and enterprise software domains
• Effectively manage offshore and contract design resources, ensuring alignment, quality, and cost-effectiveness

Requirements:

• Bachelor's or Master's degree in Human-Computer Interaction, UX Design, Graphic Design, or a related field, or equivalent practical experience in design leadership
• 7+ years of progressive experience in UX/Product Design roles, with at least 3-4 years specifically in a Senior or Lead capacity
• A robust portfolio showcasing leadership in end-to-end design processes, strategic impact, and successful product launches
• Demonstrated design leadership in automating manual clinical and/or operational workflows, with a proven track record of inspiring successful stakeholder adoption of new automated processes
• Proven leadership ability to define and drive UX strategy, influence product roadmaps, and align design efforts with overarching business goals
• Exceptional communication, presentation, and negotiation skills, with the ability to articulate complex design concepts, research findings, and strategic recommendations to executive leadership, technical teams, and external partners
• Strong problem-solving abilities, strategic thinking, and a proactive approach to identifying and addressing design challenges
• Ability to balance user needs, business objectives, and technical constraints in a high-growth, fast-paced startup environment
• Expert-level proficiency in leading design and prototyping tools such as Figma (preferred), Sketch, Adobe XD, or similar
• Advanced ability to quickly create and iterate on diverse prototypes, from tabletop workflow sessions to high-fidelity simulations, for validation and communication
• Experience working in privately funded, dynamic, agile organizations focused on creatively and cost effectively delivering iterative value to customer
• Understanding of what it takes to scale a team and processes and not lose the agility. Able to balance process and change management with velocity and innovation
• Demonstrated expertise in designing for complex healthcare ecosystems, with a specific and significant focus on virtual care, telehealth, and in-home medical service delivery
• Proven experience designing robust product solutions for complex operational logistics and resource management, particularly for distributed internal and external field teams (e.g., clinicians, technicians) relevant to in-home care delivery models
• Experience navigating and strategically applying understanding of regulatory environments (e.g., HIPAA compliance, clinical safety standards) to inform design decisions
• Able to translate intricate clinical workflows, diverse user contexts (remote vs. in-home clinicians, patients at home), and technological constraints into intuitive, efficient, and compliant user experiences
• Track record of thought leadership in UX/Product Design, particularly within the healthcare technology space (e.g., conference presentations, published articles, community contributions)
• Experience with advanced service design methodologies, journey mapping for complex multi-channel user experiences
• Familiarity with qualitative data analysis software or advanced user testing platforms
• Experience designing for accessibility in critical applications (e.g., WCAG 2.1 AA/AAA)