Note: The job is a remote job and is open to candidates in USA. Onward Search is seeking an experienced Healthcare Service / UX Designer to support patient experience programs by enhancing and evolving end-to-end service design processes. This role focuses on delivering data-driven, human-centered design solutions that improve patient engagement and operational efficiency.

Responsibilities

Define, maintain, and evolve comprehensive end-to-end service blueprints that capture the full patient and support journey.
Develop and update personas based on ongoing user research and program feedback.
Lead and facilitate discovery and co-creation workshops with cross-functional teams to identify challenges, ideate solutions, and align on priorities.
Conduct user research to uncover pain points, behaviors, and unmet needs using both qualitative and quantitative methods.
Synthesize research insights into actionable recommendations that inform service improvements and strategic enhancements.
Collaborate with designers, developers, program managers, and Salesforce platform teams to ensure feasibility, usability, and implementation alignment.
Continuously iterate on and enhance the service design framework using feedback, analytics, and evolving business goals to optimize the patient experience.

Skills

Minimum 5 years of experience in service design, UX research, or related roles.
Proven background in healthcare, pharma, or patient support programs preferred.
Familiarity with Salesforce platforms and their integration within service ecosystems.
Proficiency in Figma and related tools for design and collaboration.
Strong facilitation and communication skills with the ability to lead cross-functional workshops and stakeholder presentations.
Experience conducting qualitative and quantitative research such as user interviews, usability testing, and data synthesis.
Ability to translate complex systems into clear visual blueprints and service flows.
Strong documentation and storytelling skills to communicate insights effectively.
Experience working in regulated industries (healthcare or life sciences) and knowledge of journey mapping, CX metrics, and human-centered design (HCD) frameworks is highly desirable.

Benefits

Benefits eligible

Company Overview

Recruitment and Staffing Services for Digital, Creative, and Marketing Professionals. It was founded in 2007, and is headquartered in Wilton, Connecticut, USA, with a workforce of 51-200 employees. Its website is http://www.onwardsearch.com/.

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[Remote] Healthcare Service / UX Designer (remote contract)