Lead Product Designer Customer Experience (CX)

Baylor Scott & White Health is hiring a Lead Product Designer to shape and deliver human-centered digital products for patients and their families, including agentic and AI-enabled experiences. The role leads product design strategy and collaborates across research, service design, content, engineering, analytics, product management, and CX teams to solve customer pain points and create trustworthy, scalable 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
• 5+ years of experience in visual, interaction, or product design strategy
• Impressive creative portfolio demonstrating your awesome work, including the ability to demonstrate a diverse range of projects
• Experience designing agentic experiences and integrating artificial intelligence into digital journeys in meaningful and intuitive ways that build trust, prioritize user outcomes over system outputs, and foster transparent, user-centered interactions
• Effortless communication/presentation skills, natural collaborator
• Use generative tools to explore concepts, build prototypes, and test ideas faster than traditional methods
• Experience with Agile/Scrum methodologies, and a willingness to adapt and customize them as needed
• Evangelize design best practices across mediums (digital and physical)
• Strong knowledge of Miro, Figma, FigJam, Adobe Creative Cloud, or similar tools and a strong desire to always learn more
• Experience creating prototypes and/or storyboards that showcase multiple design concepts quickly, with an acute understanding of the customer and business problems they solve
• Experience working with and contributing to established brand guidelines, style guides, and/or code-based design systems
• Ability to work from low fidelity to high fidelity
• Ability to work collaboratively within cross-disciplinary teams