Head of Customer Insights & Experience Design

Risant Health; Washington (District of Columbia); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Wellness programs

Relocation support

Retirement savings

Job summary

Risant Health is seeking a Customer Insights Lead to shape end-to-end care experiences across patient, clinician, and operational journeys. You will bridge human insight with design to produce actionable requirements for product, workflows, and care models, collaborating with multiple domains to ensure fidelity to patient needs.

The role focuses on human-centered and equity-driven design, guiding cross-functional teams, and translating qualitative findings into scalable solutions that improve

Qualifications

• Bachelor’s degree in design, human-centered design, psychology, business, or related field.
• Eight (8) years in service design, experience strategy, or human-centered design.
• Five (5) 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 (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.

Responsibilities

• Lead end-to-end service and experience design across patient, clinician, and operational journeys.
• Develop journey maps, service blueprints, and experience principles.
• Identify friction, failure demand, and unmet needs across the system.
• Design for simplicity, equity, and continuity of care.
• Lead execution of qualitative and behavioral insights to inform strategic decisions.
• Surface latent needs, behavioral drivers, and systemic barriers.
• Translate insights into clear opportunity spaces and design principles.
• Define experience requirements, service specifications, and workflow implications.
• Partner with Product and Engineering to ensure fidelity to human needs.
• Ensure traceability from insight to design to solution.
• 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.
• Embed human-centered design practices across the organization.
• Advocate for designing with patients and care teams; apply equity lens.
• Build internal capability and external partnerships for service and experience design.
• Lead structured collaboration to align stakeholders and co-create solutions.

Skills

Service design

Human-centered design

Ethnographic research

Cross-channel design

Facilitation

Education

Bachelor’s degree in Design / Human-Centered Design / Psychology / Business

Master’s degree in Design Strategy / UX Research / Organizational Development

Job description

Risant Health is seeking a Customer Insights Lead to shape end-to-end care experiences across patient, clinician, and operational journeys. You will bridge human insight with design to produce actionable requirements for product, workflows, and care models, collaborating with multiple domains to ensure fidelity to patient needs.

The role focuses on human-centered and equity-driven design, guiding cross-functional teams, and translating qualitative findings into scalable solutions that improve