User Experience Strategist

cwi; Milwaukee (WI); On-site; USD 90,000 - 140,000; Full time

Job summary

Children's Wisconsin is seeking a senior Experience Research and Design lead to strategize and design human-centered experiences across our healthcare system. You will uncover improvement opportunities by synthesizing interviews, surveys, and qualitative insights, and translate findings into actionable solutions with leadership.

You will guide end-to-end design projects, collaborate with clinical and operations teams, and facilitate workshops to drive patient, family, and staff experience

Qualifications

• Proficiency in design thinking, service design, and qualitative research methodologies to lead system-wide experience improvements.
• Ability to translate complex data into narratives and visual frameworks for senior leadership decisions.
• Independent problem-solving and decision-making with healthcare experience is valued.

Responsibilities

• Leads research studies (interviews, focus groups, surveys) to uncover improvement opportunities across family, staff, community, and provider experiences.
• Facilitates design thinking workshops and strategy sessions with healthcare leaders to identify root causes and co-develop solutions.
• Creates journey maps, behavioral segmentations, and service playbooks linking people and healthcare processes.
• Leads end-to-end design projects ensuring alignment with patient and provider needs.
• Synthesizes data to explain the 'why' behind metrics for leadership next steps.
• Partners with clinical and operational teams to target discovery and intervention strategies.

Skills

Design thinking

Qualitative research

Stakeholder facilitation

Narrative storytelling

Healthcare experience

Education

Bachelor's Degree in related field

Job description

At Children's Wisconsin, we believe kids deserve the best.

Children's Wisconsin is a nationally recognized health system dedicated solely to the health and well-being of children. We provide primary care, specialty care, urgent care, emergency care, community health services, foster and adoption services, child and family counseling, child advocacy services and family resource centers. Our reputation draws patients and families from around the country.

We offer a wide variety of rewarding career opportunities and are seeking individuals dedicated to helping us achieve our vision of the healthiest kids in the country. If you want to work for an organization that makes a difference for children and families, and encourages you to be at your best every day, please apply today.

Please follow this link for a closer look at what it's like to work at Children's Wisconsin: https://www.instagram.com/lifeatcw/

Job Summary

Leads the research and design of human-centered experiences across the healthcare system, serving families, staff, community partners, and referring providers. This role acts as a strategic discovery engine-both uncovering new opportunities for innovation and validating that organizational efforts address the right problems. Success is defined by the ability to bridge the gap between "what" is happening and "why" it is happening; this is achieved by synthesizing quantitative metrics with deep qualitative insights to identify root issues and develop effective solutions with leadership.

Essential Functions

• Leads comprehensive research studies (interviews, focus groups, surveys) to uncover improvement opportunities across family, staff, community, and provider experiences.
• Facilitates design thinking workshops and strategy sessions with healthcare leaders to identify root causes of complex issues and co-develop actionable solutions.
• Creates high-quality journey and service maps, behavioral segmentations, and service playbooks that illustrate the interplay between people and healthcare processes.
• Leads end-to-end design projects ensuring clinical, operational, and digital initiatives align with the needs of patients, families, and providers.
• Synthesizes multiple data sources to provide the "why" behind quantitative metrics, translating complex findings into compelling narratives and next steps for leadership.
• Partners with clinical and operational teams to provide targeted discovery and intervention strategies for areas with underperforming experience metrics.

Education

• Bachelor's Degree in related field required (such as HCI, Service Design, Psychology, Ethnography) required or relevant experience

Experience

• 5+ years of experience leading complex experience research and design projects required
• Healthcare experience preferred
• Experience organizing and running user research studies independently in a complex organizational environment required

Knowledge, Skills and Abilities

• Proficiency in design thinking, service design, and qualitative research methodologies to lead system-wide experience improvements.
• Ability to translate complex data into narratives and visual frameworks that help senior leadership make strategic decisions.
• Advanced skills in independent problem-solving and decision-making that influence healthcare and experience strategy.
• Strong interpersonal and facilitation skills to lead cross-functional teams in applying human-centered design methodologies.

Required for All Jobs

• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that may be requested in the performance of this job.
• Employment is at-will. This document does not create an employment contract, implied or otherwise.

Children's Wisconsin is an equal opportunity / affirmative action employer. We are committed to creating a diverse and inclusive environment for all employees. We treat everyone with dignity, respect, and fairness. We do not discriminate against any person on the basis of race, color, religion, sex, gender, gender identity and/or expression, sexual orientation, national origin, age, disability, veteran status, or any other status or condition protected by the law.