Director, Product Experience & Design

Banyan Treatment Centers is a leading national provider of intensive treatment for individuals struggling with Substance Use Disorders and co-occurring Mental Health conditions. They are seeking a Director of Product Experience & Design to own the end-to-end patient experience for a national virtual care platform, focusing on design, product, and technology integration to enhance patient care and support growth.

Responsibilities:

• Design and own the product vision for Banyan's virtual care experience — the end-to-end patient journey from first contact through program completion — with a clear point of view on what each moment should feel like and what is needed to keep patients coming back
• Own the patient digital journey: scheduling UX, digital intake, mobile/web portal, secure messaging, appointment reminders, nudges, engagement/retention tooling
• Define where AI/LLM tools should guide, nudge, or support a patient directly — and where they should stay quiet or escalate to a clinician or care team member — in partnership with clinical leadership
• Map end-to-end patient flow across intake, scheduling, clinical delivery, and step-down pathways
• Eliminate toggling between systems by defining integration requirements across EHR, scheduling, telehealth, billing, and CRM platforms, partnering with engineering and vendors on execution
• Conduct a structured assessment of Banyan's current virtual care platform, EHR, and adjacent systems; recommend a target-state architecture that supports an ideal patient experience and scale
• Lead buy, build, or partner decisions across video, scheduling, patient intake, e-prescribing, engagement, clinical documentation and tooling — serving as the in-house technical expert who can evaluate platforms on their merits, prototype quickly, and recommend with conviction
• Manage vendor selection and implementation and author clear PRDs, functional specs, and integration requirements, engaging directly with vendor engineering teams to solution around roadblocks

Requirements:

• An updated portfolio demonstrating strong product design craft, end-to-end ownership, and shipped work with measurable impact, including at least three demonstrable case studies
• 5+ years leading product / design for consumer-facing or patient-facing digital products, ideally in healthcare, health tech, or another high-trust, high-stakes environment
• Prototyping fluency — comfortable building interactive prototypes that show how patients will navigate the experience, with a track record of taking concepts from prototype through production
• Instrumentation & A/B testing chops — fluency running structured, fast tests (including with pre-production prototypes), comfortable reading telemetry dashboards and event logs to identify patterns and failure points
• Hands-on technical fluency — you know the front-end architecture and understand API logic and how data moves between APIs, servers, and user interfaces, comfortable speaking the same language as engineering teams at partners and vendors
• A track record evaluating, selecting, and implementing platforms (EHR, CRM, patient engagement) that integrate with the underlying technical stack
• A personal connection to the recovery space, or genuine passion for behavioral health / virtual care, especially services and programs that require lasting repeat engagement to demonstrate outcomes
• Experience building patient self-service scheduling capabilities is a plus
• Experience designing AI-powered, personalized, or conversational patient experiences, including defining when AI should guide a patient directly versus escalate to a human; experience managing the AI-to-human hand-off
• Working knowledge of EHR systems, Salesforce Health Cloud, Zoom for Healthcare, Doxy, Bluestream, or comparable telehealth/EHR systems
• Prior PE/Venture-backed or high-growth environment experience