CX Lead Product Designer

Baylor Scott & White Health is a not-for-profit healthcare system focused on promoting the well-being of individuals, families, and communities. The CX Lead Product Designer will shape customer-centric digital products, including agentic and AI-enabled experiences, for patients and their families. The role collaborates with cross-functional teams, develops design systems and prototypes, mentors designers, and translates strategy into intuitive user experiences.

Responsibilities:

• Advance BSWH customer-centric digital experiences with a high volume innovative and successful solutions. Inspire and motivate other designers to do the same. Demonstrate artistry and excellence in the communication of strategic new ideas and distill complex ideas so that others can quickly comprehend them. Create design cohesion across the ecosystem
• Coach and mentor other designers and team members, providing direct feedback, critique, and strategically directing work to push the experience to the next level. Serve as a key advisor across product teams, building alliances and helping teams work through differences to deliver with excellence
• Influence and inspire teams and leaders on product design strategies, design process, and opportunities. Create and direct design quality processes, pattern libraries, frameworks, and other tools that support quality and consistency across multiple projects and teams. Invite and conduct design critiques and reviews
• Build frameworks that support our evolving organization such as: UI and/or UX components, libraries, templates, workflows, collaboration tools, etc
• Translate BSWH branding and existing patterns and frameworks into solutions that scale across different experiences
• Transform ambiguous problem spaces into clear, user‑centered solutions by applying strong UX principles, creative exploration, and imaginative problem‑solving to shape incomplete requirements into innovative designs
• Work together with stakeholders and product managers to align concepts and requirements
• Bring concepts and requirements to life in end-to-end user experiences and choose the appropriate medium and fidelity to present them
• Build interactive prototypes, wireframes, and/or storyboards to test ideas and communicate them internally and externally
• Inspire trust and confidence in design recommendations by establishing clear rationale, customer insights, root cause analysis, and feedback
• Iterate quickly and explore multiple solutions for a given problem
• Understand and continually evangelize our customers and what they need to make informed healthcare decisions for themselves and their families
• Stay informed on current developments in design and industry trends
• Promote inclusive design standards and guidelines for desktop, web, and mobile
• Collaborate with product managers, engineers, QA, and other designers to facilitate research activities, strategy sessions, ideation, design, and testing of new product and/or service concepts
• Assist the Customer Journey, Consumer Solutions, and Digital teams to organize and facilitate activities that keep the team sharply organized and thinking critically and strategically
• Perform other position-appropriate duties as required in a competent, professional, and courteous manner

Requirements:

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
• EXPERIENCE - 5 Years of Experience