Product Manager, Patient Experience
About the role
The Patient Experience leader will design the end-to-end experience for FamilyWell’s patient population, ensuring that all touchpoints are cohesive, accessible, and meet the specific needs of perinatal patients. This role sits within the Product team and works closely with the COO and various clinical, product, and operations teams.
Responsibilities
Design the Experience
Apply a design lens to patient-facing touchpoints—including digital interfaces, communication templates, and onboarding materials
Own Patient NPS & Satisfaction Measurement
Design, run, and iterate on the Patient NPS program
Analyze trends and report findings to leadership and relevant team owners
Define targets, track performance over time, and develop action plans when scores dip
Conduct Patient Research & Interviews
Conduct regular qualitative user interviews with perinatal patients
Synthesize insights into actionable summaries for Product, Clinical, and Operations
Maintain an ongoing research calendar to ensure continuous patient feedback loops
Map & Improve the Patient Journey
Identify and document patient experience pain points
Route pain points to the appropriate team with clear context, severity, and suggested solutions
Partner with Product and Clinical teams to prioritize and close experience gaps
Build and manage a systematic process for collecting patient testimonials and success stories
Collaborate with Marketing and Clinical teams to use patient voices in materials that reduce stigma and attract new patients
Support Partner Success & Clinic Collaboration
Partner with the Partner Success team to understand how FamilyWell’s OBGYN clinic partners experience the program on behalf of their patients
Identify friction points in the referral and care coordination experience between FamilyWell and partner clinics
Work cross-functionally to improve these experiences
Lead Patient Repair & Issue Resolution
Review and categorize logged patient issues, identify recurring patterns and root causes, and develop scalable solutions to address systemic problems
Own the rollout of fixes and improvements that close the loop for patients who experienced problems
Coordinate across Clinical, Operations, and Product as needed
Track patient repair metrics over time and report trends to leadership as an ongoing signal of program health
Requirements
3–7 years of experience in patient/customer/user experience, UX research, or a closely related field
Background in design (UX, service design, or product design)
Strong qualitative research skills, including conducting user interviews with real users
Exceptional communicator—able to translate patient voices clearly to clinical, product, and operational stakeholders
Empathy and sensitivity when working with patients navigating mental health challenges during a vulnerable life stage
Preferred
Experience working in healthcare, digital health, or behavioral health settings
Familiarity with perinatal mental health (postpartum depression, perinatal anxiety, etc.)
Experience with tools such as Healthie, HubSpot, Spruce, or similar healthcare/CRM platforms
Knowledge of HIPAA requirements and privacy considerations in patient research