CX Lead Product Designer

About Us

Baylor Scott & White Health promotes the well-being of all individuals, families, and communities. We are the largest not-for-profit healthcare system in Texas dedicated to empowering you to live well. Our Core Values are:

• Serve faithfully by doing what's right with a joyful heart.
• Never settle by constantly striving for better.
• Are in it together by supporting one another and those we serve.
• Make an impact by taking initiative and delivering exceptional experience.

Job Summary

A CX Lead Product Designer plays a central role in shaping BSWH’s strategic initiatives through a customer’s lens. This role is directly responsible for driving the quality, creativity, and delivery of human-centered digital products for our patients and their families. This includes agentic and AI-enabled experiences that anticipate needs, adapt over time, and support users in achieving their health goals. In this role, the CX Lead Product Designer collaborates closely with research, service design, content design, engineering, analytics, product managers, and CX leadership to solve complex digital pain points; design intuitive and trustworthy agentic interactions; empower users through clarity and choice; and influence stakeholders through strong visual and verbal storytelling.

Essential Functions

• 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.

Qualifications

• Education: Bachelor's or 4 years of work experience above the minimum qualification
• Experience: 5 Years of Experience