About the role
Product / CX / Service Design Lead (Fractional)
Role Overview
Fractional, 10 to 20 hours per week · Remote · Reports to the US Chief Executive Officer
The Product / CX / Service Design Lead is a fractional role responsible for the quality and coherence of Prosoma's US experience across patients, providers, care teams and commercial partners. Working directly with the US CEO and the Strategy & Operations Manager, you will assess, prioritize and help ship improvements across the end-to-end patient experience and our partner-facing materials.
What You Will Own • Patient experience. The end-to-end journey from first digital touchpoint through registration, consent, intake, the application experience, coaching and follow-up. • Provider experience. The referral journey, from awareness through referral and feedback, so that referring clinicians have confidence in what follows the handoff. • Care-team workflow. Service design across intake, care planning, coaching, documentation and escalation. • Commercial materials. The partner-facing proposition, implementation experience, reporting and key collateral. • Design foundations. Current-state journey mapping, friction analysis, a prioritized redesign backlog, wireframes and UI, a US service blueprint and US design principles.
What Success Looks Like • Measurably improved conversion and comprehension across the patient journey. • A prioritized redesign backlog that the product team is actively shipping. • A US service blueprint and design principles adopted across the company. • Partner-facing materials consistently at a professional standard.
Who You Are • Seven or more years in product and service design, with a portfolio of shipped work, is required. • Experience designing healthcare or other regulated consumer experiences. • Demonstrated end-to-end journey and service-design work, beyond interface design alone. • Strong visual craft across product UI and professional collateral. • Comfortable working directly with engineering; experienced in fractional or consulting engagements.
Details • Type: Fractional contract, ten to twenty hours per week, flexing around launch. • Location: Remote, United States preferred. • Compensation: Commensurate with experience, with potential for equity. • Reporting: To the US CEO, working day to day with the Strategy & Operations Manager. #J-18808-Ljbffr