Staff Product Designer, Provider CRM & Prospect Management

About the role

Most providers don't get their patients from Headway. They get them from their own website, from Psychology Today, from word of mouth, from a colleague's referral and then they bring them to Headway. These provider-sourced patients are roughly 70% of all new patients on the platform. Today, we have limited support for providers to manage their prospects. A provider adds a client, and from there the experience is largely passive, with little visibility into where someone is stuck, or what to do next.

This role will lead the design of the provider CRM: turning the client list from a static intake form into a living prospect pipeline, and building the AI layer on top of it: a front desk and scheduling assistant that answers inquiries, books appointments, and follows up, so a solo therapist gets the operational leverage of a practice manager that they don't have to hire.

Our design team works AI-first. Designers use Claude Code and Cursor to prototype and stay involved through launch and iteration, directly in code. We want designers who already work this way and treat AI as a primary part of their practice.

Responsibilities

• Own the provider CRM experience from the moment a prospect reaches a provider through to an active patient in care.
• Be the design anchor for the Provider Sourced Patients pod, partnering with PM and Eng on one of the largest growth levers at the company.
• Design the client list as a prospect pipeline, including stages, status, drop-off signals, and the actions a provider takes at each step. This surface barely exists today; the first job is defining what it should be, not polishing what's there.
• Design an AI front desk and scheduling assistant that handles inquiries, booking, and follow-up on a provider's behalf. Define new interaction patterns, trust signals, and automation boundaries, including how the system behaves when it's uncertain or wrong, with a real patient on the other end.
• Design for genuinely different providers: practice starters and veterans, therapists and prescribers, solo practitioners and group practices, each with different prospect behavior, without fragmenting the experience.
• Prototype with Claude Code, Cursor, or your AI tool of choice, and stay involved through launch. Set the standard for AI-native practice on the design team.
• Conduct research and talk directly to providers to validate solutions, with the research team's support. Understand where prospects actually come from, why they don't convert, and where automation helps vs. hinders.
• Contribute to the design system and culture, share your AI practice, prompts, and patterns with the design team.

Requirements

• 8+ years of product design experience, with significant time spent on CRM, pipeline, operational, or marketplace product work.
• Have done real 0→1 work where you've defined a product surface rather than only improving an existing one, and you're comfortable when the requirements aren't written yet.
• Think in funnels: you know how to diagnose drop-off, and you get excited when a design change moves a metric.
• Are a systems thinker who can hold a stateful, multi-actor experience in your head and the scheduling and eligibility machinery behind them, designing with awareness of the full pipeline.
• Have experience designing agentic or AI-powered workflows: conversational flows, intelligent automation, or replacing manual processes with AI-driven experiences.
• Bring strong visual and interaction design craft. You care deeply about the details and can produce polished, high-quality work at speed.
• Want your work to make a meaningful difference in people's lives. This role directly shapes how many people looking for a therapist actually make it into care.

Pay

The expected base pay range for this position is $212,000 - $265,000, based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for an equity grant, depending on the position and level.

Benefits

• Equity compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development