User Experience Design Lead

Role Overview

The User Experience Design Lead will set UX direction and lead discovery and design for DispatchHealth’s care coordination products and core service processes for delivering acute care at home. You’ll partner with Product, Operations, and Clinical leaders to improve workflows and outcomes across internal operations teams, health system partners, and patients.

Responsibilities

• Own UX vision and standards across customer personas, ensuring consistent UX quality.
• Lead and grow UX capabilities by managing contract UX team members and identifying staffing/capability gaps.
• Drive research and validation using qualitative and quantitative methods (interviews, surveys, usability testing, ethnographic studies).
• Run and refine design through critiques, usability testing, A/B testing, and iterative improvements based on feedback, analytics, and performance metrics.
• Translate research into product requirements and actionable design recommendations.
• Lead end-to-end UX delivery for both internal and external tools, collaborating with product leaders on strategy, user stories, and feature requirements.
• Design for key tools and workflows including:
  • patient experiences
  • nurse command center
  • logistics and service provider partner tools
• Participate in design sprints and ideation workshops to solve complex medical workflow problems.
• Develop and evangelize a design system (patterns, components, guidelines) and ensure design consistency.
• Information architecture and interaction design: create user flows, journey maps, wireframes, and ensure compliant, intuitive experiences.
• Visual design and rapid prototyping: produce high-fidelity mockups, specifications, and iterative prototypes; ensure accessibility and brand alignment.
• Cross-functional execution: partner with Engineering to ensure feasibility and provide detailed specs and design assets.
• Explore emerging UX technologies to streamline workflows and improve customer experience.

Requirements

• Strong UX leadership with ability to set standards, lead research, and drive design refinement.
• Experience conducting user research with healthcare stakeholders (e.g., patients, schedulers, healthcare professionals).
• Expertise running usability testing and A/B testing and using data/metrics to improve designs.
• Ability to translate insights into actionable product requirements and collaborate closely with product and engineering.

Nice-to-Haves

• Experience designing complex medical software workflows with a focus on usability, efficiency, and patient safety.
• Experience building and maintaining scalable design systems.
• Familiarity with modern UX prototyping and emerging UX technologies.