Customer Insights Lead

Risant Health, Inc; Kentucky; On-site; USD 170,000 - 260,000; Full time

Job summary

Risant Health seeks a Customer Insights Lead to steer end-to-end care experiences across patient, clinician, and operations journeys. The role ensures alignment across digital, clinical, and administrative touchpoints, driving how insights translate into actionable product and service requirements.

You will lead ethnographic research, define experience requirements, and collaborate with Product, Engineering, and Operations to deliver scalable, equitable care solutions.

Qualifications

• Bachelor’s Degree in Design, Human-Centered Design, Psychology, Business, or related field.
• Eight years in service design, experience strategy, or human-centered design.
• Five years in managing internal and external design teams.
• Service design and journey mapping across complex systems.
• Advanced qualitative and ethnographic research methods.
• Translating insights into product, workflow, and service requirements.
• Systems thinking across clinical, operational, and digital environments.
• Experience shaping cross-channel interactions.
• Facilitation of complex, cross-functional design efforts.

Responsibilities

• Oversee end-to-end service and experience design across patient, clinician, and operational journeys.
• Develop journey maps, service blueprints, and experience principles.
• Lead synthesis of insights to inform design principles and opportunities.
• Partner with Product and Engineering to ensure fidelity to human needs.

Skills

Eight years experience

Five years managing teams

Cross-functional design

Facilitation of workshops

Systems thinking

Experience shaping product/operational

Education

Bachelor’s Degree in Design or related field

Master’s Degree in DesignStrategy / UX Research / related discipline

Job description

Risant Health, a nonprofit affiliate of Kaiser Foundation Hospitals, is transforming healthcare by accelerating the adoption of value-based care across community health systems. Headquartered in the Washington, DC area, Risant Health partners with nonprofit, community-based systems—starting with Geisinger—to expand access to care that prioritizes health outcomes and affordability.

Backed by nearly 80 years of Kaiser Permanente’s value-based care expertise, Risant Health operates independently to support its portfolio of health systems with shared resources, strategic guidance, and operational support—while preserving their community roots.

The Value-Based Platform (VBP) Product team plays a key role in shaping and delivering solutions that advance aspects of value-based care within Risant Health Organizations (RHOs). The portfolio of solutions drives outcomes – total cost of care reduction, clinical quality improvement, better experiences, healthequityand simplicity – to achieve business and financialobjectives.

TheCustomerInsights Lead is a strategic leader responsible foroverseeing and leading theshapingofend-to-end care experiences and services through deep human understanding and system-level thinking.This role will serve tosteward the development of thefunction within Risant Health.As such, the Customer Insights Lead willbe responsible forsetting the direction, growing the team and craft, andwhereappropriate,involved in the work product directly.

This role connects human insight → service design → solution requirements , ensuring that products, workflows, and care models are grounded in real needs and translated into scalable, operationallyviablesolutions.

This roleoperatesacross three interconnected domains:

• Human Insights – uncovering the lived experiences of patients, clinicians, and operators

• Service & Experience Design – shaping how care is delivered across the care continuuminjourneys and touchpoints

• Translation to Solutions – converting insights into clear, actionable requirements that inform product, workflow, and operational design

TheCustomerInsightsLead ensures that designinforms how the system works end-to-end.

Principal Duties & Responsibilities:

Lead End-to-End Service & Experience Design

Oversee the definitionand designoffuture-state care experiences acrosspatient,clinician, and operational journeys, ensuring alignment across digital, clinical, and administrative touchpoints.

• Develop journey maps, service blueprints, and experience principles

• Identifyfriction, failure demand, and unmet needs across the system

• Design for simplicity, equity, and continuity of care

Drive Human InsightResearch,Strategy & Synthesis

Leadexecutionof qualitative and behavioral insights to inform strategic decisions:

• Designandoverseeethnographic, qualitative, and mixed-method research

• Surfacelatent needs, behavioral drivers, and systemic barriers

• Translateinsights into clear opportunity spaces and design principles

Translate Insight into Product & Operational Requirements

Lead bridgingthe gap between discovery and delivery by converting insights into structured, actionable inputs:

• Define experience requirements, service specifications, and workflow implications

• Partner with Product and Engineering to ensure fidelity to human needs

• Ensure traceability from insight → design → solution

Shape Cross-Functional Solution Strategy

Act as a strategic partner to Product, Clinical,Technology, Informatics, Analytics and Operationalleaders to influence solution direction.

• Guide trade-off decisions using human-centered and system-level perspectives

• Ensure alignment between experience goals and business/value-based outcomes

• Contribute to portfolio-level design strategy

Champion Human-Centered & Equity-Driven Design

Embed human-centered design practices across the organization.

• Advocate for designing with—not just for—patients and care teams

• Apply an equity lens toidentifyand mitigate disparities

• Build internal capability and external partnerships for service and experience design

Facilitate Co-Design & Alignment

Lead structured collaboration to align stakeholders and co-create solutions.

• Facilitate design workshops, journey mapping sessions, and decision forums

• Bring diverse voices (clinical, operational, patient) into the design process

• Build shared understanding of problems and solutions

Required Qualifications:

• Bachelor’sDegree in Design, Human-Centered Design, Psychology, Business, or related field

• Eight(8)yearsinservice design, experience strategy, or human-centered design

• Five (5) yearsin managing internal and external design teams

• Service design and journey mapping across complex systems

• Advanced qualitative and ethnographic research methods

• Translating insights into product, workflow, and service requirements

• Systems thinking across clinical, operational, and digital environments

• Experience shaping cross-channel (digital + human) interactions

• Facilitation of complex, cross-functional design efforts

• Ability to connect design decisions to value-based care outcomes

• Structured synthesis and communication of complex insights

Preferred Qualifications:

• Master’sDegree in DesignStrategy, UX Research, Organizational Development, or related discipline

• Eight(8) yearswithdemonstratedexperience influencing product or operational decisions through designandworking in complex, multi-stakeholder environments (healthcare preferred)

• Certification in Design Thinking, Human-Centered Design, or similar frameworks

• Experience working in healthcare, health tech, or service delivery environments

• Experience designing within healthcare delivery or care models

• Familiarity with value-based care, care management, and population health

• Behavioral science frameworks (e.g., COM-B, Health Belief Model)

• Service blueprinting across clinical and administrative workflows

• Experience working with or influencing product development lifecycles

Additional Information:

Compensation and Benefits: The projected base salary for this position ranges from $XXX,XXX to $XXX,XXX depending on experience and qualifications. This role is also eligible for incentive compensation and a comprehensive benefits package, including wellness programs, retirement savings, and relocation support as applicable.

Risant Health is an equal opportunity employer committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences. All your information will be kept confidential according to EEO guidelines.