Experience & Service Simplification Lead

Key Responsibilities

• Contribute to Experience Vision & Strategy
• Enable internal users to rapidly design empathetic, efficient, and accessible solutions using AI-guided workflows for discovery, ideation, prototyping, simulation, and iteration.
• Promote Human-Centered Experience Excellence
• Ensure the platform surfaces actionable insights that help internal teams anticipate and address real-world challenges for employees, patients, members, and providers.
• Embed AI Responsibly & Effectively
• Partner with AI/ML and engineering teams to integrate generative, predictive, and simulation capabilities. Support the prioritization of features such as AI-assisted journey mapping, ethical design checks, personalized guidance, and simulated impact previews.
• Prompt Engineering Support
• Apply established prompt engineering frameworks and best practices to maximize the effectiveness of the AI digital playbook as a strategic design guide. Assist in developing and refining prompting techniques for problem statements, opportunity ranking, solution ideation, regulatory alignment, and iterative refinement.
• Cross-Functional Partnership
• Collaborate with product, business, engineering, clinical/operational subject matter experts, compliance, and frontline representatives to align on priorities and facilitate feedback loops that bridge internal solution capabilities with user needs.
• Innovation & Thought Leadership
• Stay informed on emerging trends in AI-augmented design, co-creation tools, and experience innovation. Champion ethical AI use and contribute to internal upskilling, supporting the platform’s position as a workforce transformation differentiator.

Core Skills & Attributes

• User Empathy: Strong commitment to understanding both internal team and end-user needs.
• AI Fluency & Ethics: Comfort with generative AI concepts, with attention to transparency, bias mitigation, accessibility (WCAG), and compliance standards (e.g., HIPAA).
• Strategic Communication: Effective at influencing and facilitating discussions across diverse functions.
• Analytical & Iterative Approach: Ability to leverage data and feedback for continuous improvement.