Senior UX Designer, Provider Experience

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📋 Description

• Define and maintain the overall experience architecture of Provider Console — how features connect, how providers navigate, and how new capabilities get introduced without adding cognitive load
• Identify and resolve inconsistencies across product surfaces that have grown independently — navigation patterns, terminology, interaction models
• Design for provider journeys that span multiple products, not just individual feature moments
• Build and maintain a shared component library and pattern documentation for Provider Console, in coordination with the broader design system
• Lead the design effort to reduce provider reliance on support — map where and why providers call or email today, and systematically design those friction points out
• Design transparent, real-time status experiences so providers always know where their request stands without asking
• Create onboarding and setup flows that enable providers to configure their own credentials, users, and preferences without implementation support
• Design proactive notification and alert systems that surface the right information at the right time, reducing the need for providers to go looking
• Evaluate and design for progressive disclosure — showing providers the right level of complexity based on their role and context
• Conduct provider research — both with external provider organizations and internal teams who proxy for provider needs — to ground design decisions in real behavior
• Analyze support ticket data, call drivers, and AM escalations to identify the highest-impact self-service opportunities
• Run usability testing on new workflows before they ship, with a particular focus on onboarding and first-time experiences
• Maintain a clear point of view on what providers need most and bring that perspective into roadmap and prioritization conversations
• Partner closely with the Provider Console PM, engineering team, and adjacent product teams (RM+, HealthForms, Provider Exchange) as new capabilities get integrated
• Work with Solutions Consulting and Account Management teams who have direct provider relationships and field feedback daily
• Communicate design decisions clearly — including what you explored and why you landed where you did
• Push for quality: specs that leave no room for ambiguity, prototypes that test what matters, and delivery that matches design intent

🎯 Requirements

• 5+ years of UX design experience, with a portfolio that shows platform thinking — not just individual features
• Demonstrated experience designing multi-product or multi-surface platforms where consistency and navigation architecture were a core part of the challenge
• A track record of designing for self-service: reducing the need for human intervention in complex workflows through better UX
• Strong information architecture and interaction design skills — you think at the system level and the interaction level simultaneously
• Experience conducting and synthesizing user research, including working with business stakeholders as proxies when direct access is limited
• Comfort working across product and engineering teams where your work has dependencies — and creating dependencies for others
• Strong written and verbal communication; you can articulate design strategy, not just present comps.

🏖️ Benefits

• 25 vacation days
• Daily in-office lunch stipend (and a fully stocked kitchen)
• Hybrid work model: 2 days/ week in our office in Gracia
• Commitment to professional development opportunities
• Employee-led initiatives including annual company-wide innovation day & DEI resource groups
• Comprehensive private health coverage w/ out-of-network reimbursements options
• Flexible remuneration with Cobee (Restaurant, Transportation, Nursery)
• Peer & company recognition programs
• Monthly educational lunch & learns