User Experience Strategist

CHS Children's Hospital and Health System, Inc.; United States; On-site; USD 95,000 - 125,000; Full time

Job summary

Children's Wisconsin is seeking a seasoned researcher/designer to drive human-centered experience research across our health system. You will uncover opportunities, synthesize insights, and validate initiatives with leadership to address the right problems affecting families and staff.

You will partner with clinical and operational teams to translate insights into actionable design strategies that improve patient journeys and service delivery across the organization.

Qualifications

• 5+ years leading complex experience research and design projects.
• Healthcare experience preferred.
• Experience independently running user research studies in a complex organization.

Responsibilities

• 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 and co-develop actionable solutions.
• Creates journey maps, service maps, and behavioral segmentations illustrating the interplay between people and processes.
• Leads end-to-end design projects ensuring clinical, operational, and digital initiatives align with patient and family needs.
• Synthesizes data sources to explain the 'why' behind metrics and communicates next steps to leadership.

Skills

Design thinking

Qualitative research

Facilitation

Healthcare experience

Education

Bachelor's degree

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 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.

Certifications/Licenses

Dedicated solely to the health and well-being of children We are the region's only independent healthcare system dedicated solely to the health and well-being of children. In Milwaukee and throughout the state, we provide kids and their families a wide range of care and support - everything from routine care for ear aches or sore throats to life saving advances and treatment options. Our academic partner, The Medical College of Wisconsin, brings many of the nation's most well-respected doctors to our team. Together we work to ensure that every child and family we serve receives nothing but the best. Learn more about our affiliation with the Medical College of Wisconsin and the power of academic medicine.