Adaptive Experience Designer

About the Role

Design adaptive digital experiences for healthcare product portfolios with a focus on Facets driven solutions and payer workflows in a hybrid day shift environment. Collaborate with cross-functional teams to understand complex healthcare business processes and translate them into intuitive experience designs that improve member outcomes, operational efficiency, and stakeholder satisfaction while aligning with enterprise standards and regulatory expectations.

Key Responsibilities

• Design adaptive experience journeys for healthcare products that leverage Facets capabilities to create intuitive interactions for members, providers, and internal operations teams, focusing on measurable improvements in usability and process efficiency.
• Collaborate with product owners, business analysts, and architects to translate healthcare and payer requirements into detailed experience flows, wireframes, and interaction specifications that support compliant and scalable solutions.
• Conduct end-to-end research and discovery activities including stakeholder interviews, workflow analysis, and heuristic reviews to identify experience pain points across Facets based processes and recommend targeted design enhancements.
• Develop and maintain detailed experience maps for eligibility, claims, billing, and customer service scenarios within healthcare product ecosystems, ensuring that each touchpoint is clear, efficient, and aligned with regulatory expectations.
• Create high-fidelity prototypes and interaction models that can be validated with business teams and end users, enabling data-driven decisions on experience refinements before development investments are made.
• Partner with engineering teams to ensure accurate implementation of experience designs across Facets configurations, portals, and ancillary systems by providing clear specifications, behavior notes, and acceptance criteria.
• Define and track experience success metrics such as task completion time, error reduction, call deflection, and member satisfaction to demonstrate the impact of design decisions on business outcomes and societal value in healthcare access.
• Coordinate usability evaluations and experience walkthroughs for payer workflows and member service journeys, gathering structured feedback and iterating designs to enhance clarity, accessibility, and operational effectiveness.
• Align adaptive experience patterns with enterprise design standards, accessibility guidelines, and healthcare compliance requirements to ensure solutions remain consistent, scalable, and safe for all user groups.
• Document experience guidelines, usage patterns, and reusable components specific to Facets and healthcare product contexts so future initiatives can benefit from established best practices and reduce design cycle times.
• Collaborate with data and analytics teams to interpret behavioral signals and operational metrics from production environments and use insights to prioritize enhancements that improve member engagement and reduce friction in service interactions.
• Support change management and training activities by preparing clear experience narratives and visual aids that help business and operations teams understand new workflows and adopt improved digital journeys with confidence.
• Participate in roadmap discussions and release planning sessions to advocate for experience-centered priorities that align with the organizational purpose of improving healthcare outcomes and delivering accessible services to communities.

Requirements & Tech Stack

• Strong experience working on healthcare products with hands-on exposure to Facets configuration and workflows.
• Solid understanding of payer domain concepts such as benefits administration, claims processing, authorization, and member services.
• Advanced skills in user experience design, research, and interaction modeling.
• Familiarity with hybrid work environments and cross-functional collaboration tools.
• Strong analytical and problem-solving abilities.
• Working knowledge of modern prototyping tools and documentation methods.
• Awareness of regulatory and compliance expectations in healthcare contexts.

Qualifications

• Certified professional in healthcare information and management systems (CPHIMS) or equivalent user experience certification relevant to healthcare digital products.