Adaptive Experience Designer

Responsibilities

• Design adaptive experience journeys for healthcare products by leveraging Facets capabilities to deliver intuitive interactions for members providers and internal operations teams, with a focus on measurable improvements in usability and process efficiency
• Partner with product owners business analysts and architects to convert healthcare and payer requirements into detailed experience flows wireframes and interaction specifications that enable compliant and scalable solutions
• Lead end to end research and discovery activities, including stakeholder interviews workflow analysis and heuristic reviews, to uncover experience pain points across Facets based processes and recommend targeted design enhancements
• Build and maintain detailed experience maps for eligibility claims billing and customer service scenarios across healthcare product ecosystems, ensuring every 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, supporting data driven decisions on experience refinements before development investments are made
• Collaborate 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 monitor experience success metrics such as task completion time error reduction call deflection and member satisfaction to demonstrate the effect 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, capturing structured feedback and iterating on designs to improve clarity accessibility and operational effectiveness
• Ensure adaptive experience patterns align with enterprise design standards accessibility guidelines and healthcare compliance requirements to keep solutions consistent scalable and safe for all user groups
• Document experience guidelines usage patterns and reusable components specific to Facets and healthcare product contexts to help future initiatives leverage established best practices and reduce design cycle times
• Work with data and analytics teams to interpret behavioral signals and operational metrics from production environments, using insights to prioritize enhancements that increase member engagement and reduce friction in service interactions
• Support change management and training 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 to advocate for experience centered priorities that align with the organizational purpose of improving healthcare outcomes and delivering accessible services to communities

Qualifications

• Have strong experience working on healthcare products with hands on exposure to Facets configuration and workflows, enabling effective translation of complex business rules into clear and adaptive experiences
• Demonstrate a solid understanding of payer domain concepts including benefits administration claims processing authorization and member services, supporting the creation of relevant and efficient journeys for diverse user groups
• Apply advanced skills in user experience design research and interaction modeling to structure healthcare information so it is easy to navigate and supports timely decision making for members and staff
• Use familiarity with hybrid work environments and cross functional collaboration tools to keep communication effective with distributed stakeholders and ensure continuity of design activities across onsite and remote settings
• Exhibit strong analytical and problem solving abilities by reviewing operational data call drivers and error trends to identify priority areas for experience improvement and propose actionable design solutions
• Leverage working knowledge of modern prototyping tools and documentation methods to deliver clear artifacts that are easy for business technology and quality assurance partners to understand
• Show awareness of regulatory and compliance expectations in healthcare contexts and incorporate these considerations into every design decision to safeguard member information and support responsible service delivery