Principal Designer, Product Design

Summary:

The Principal Designer Product Design is the founding leader of the discovery and research function within MSO Technology Solutions responsible for building the operating model that will define how the team understands validates and prioritizes problems across the MSO unified technology platform. This role applies deep expertise in human-centered research Jobs-to-Be-Done discovery service design and outcome measurement to drive high-impact decisions across specialty healthcare organizations.

Rather than starting with solutions this leader starts with problems translating complex clinical operational and business challenges into clear evidence-based opportunities that inform the MSO platform roadmap pilot investments and build/buy/partner decisions. The Principal Designer partners closely with Product Management Architecture Engineering Data & Analytics Practice Leadership and Physicians to ensure that every major platform initiative is grounded in validated practice needs and tied to measurable outcomes.

As the MSO Technology team matures its discovery capability this leader will shape the methods tools frameworks and team structure that make rigorous problem discovery a repeatable organizational strength.

Responsibilities:

Discovery & Research Leadership

• Build and lead the discovery and research operating model for MSO Technology Solutions establishing the methods tools and practices that define how the team identifies and validates problems before pursuing solutions.

• Lead Jobs-to-Be-Done discovery stakeholder interviews contextual inquiry workflow analysis and qualitative research with physicians practice leaders operational teams and end users across specialty practices.

• Facilitate collaborative workshops strategy sessions and service blueprinting engagements with practice leaders senior leadership and cross-functional partners.

• Develop current-state and future-state service blueprints journey maps ecosystem maps and experience frameworks that surface needs dependencies handoffs pain points and platform opportunities.

• Synthesize qualitative and quantitative findings into clear actionable insights and recommendations that directly inform the MSO unified technology platform roadmap and investment priorities.

Product & Platform Strategy

• Define experience and product strategies that align patient provider staff business and technology needs to MSO platform capabilities and gaps.

• Translate ambiguous clinical operational and business challenges into scalable products service and workflow opportunities always leading with the problem before the solution.

• Evaluate tradeoffs across build buy partner and pilot scenarios in partnership with product architecture engineering and leadership teams.

• Shape future-state platform experiences and product capabilities through human-centered design principles and evidence-based decision-making.

Pilot Design KPI Measurement & Value Realization

• Establish baseline operational financial clinical adoption and experience metrics before pilots or transformation initiatives launch.

• Define pilot hypotheses KPI frameworks success criteria and leading and lagging indicators aligned to strategic objectives.

• Partner with Data & Analytics to track KPI performance adoption utilization and realized value over time.

• Synthesize pilot results workflow observations and stakeholder feedback into leadership-ready readouts that support scale optimize continue or stop decisions.

Innovation & Emerging Technology

• Identify opportunities for new products automation agentic workflows and AI-enabled capabilities that improve specialty practice performance on the MSO platform.

• Assess desirability feasibility viability risk and adoption readiness for emerging technologies and internally built capabilities.

• Influence investment decisions by connecting practice problems user needs platform opportunities technical options and measurable value.

Capability Building & Team Leadership

• Serve as the functional leader of the discovery and research discipline within MSO Technology Solutions establishing standards frameworks and operating practices that scale as the team grows.

• Mentor designers and cross-functional partners; contribute to future design team structure talent planning and career development within the Product Design discipline.

• Communicate design positions risks tradeoffs and strategic recommendations to senior leaders and external partners with clarity and confidence.

Qualifications:

Required

• Bachelors degree in Design Human-Computer Interaction Human-Centered Design Service Design Business Healthcare Administration or a related field; equivalent experience considered.

• 8 years of experience in Product Design UX Strategy Service Design Experience Research Product Strategy or a closely related discipline.

• Demonstrated expertise in human-centered research Jobs-to-Be-Done discovery service design and facilitation of complex senior stakeholder groups.

• Experience defining KPIs measurement frameworks and outcome evaluation approaches for pilots products or transformation initiatives.

• Ability to synthesize complex qualitative and quantitative data into executive-level insights recommendations and decision support materials.

• Strong communication storytelling workshop facilitation systems thinking and executive presentation skills.

Preferred

• Experience in healthcare specialty physician practices management services organizations healthcare technology or operational transformation.

• Experience evaluating AI-enabled solutions automation capabilities vendor solutions or emerging technology pilots.

• Experience building or leading a research or discovery function including mentoring practitioners and contributing to standards and governance.

We provide compensation benefits and resources that enable a highly inclusive culture and support our team members ability to live with purpose every addition to traditional offerings like medical dental and vision care we also provide a comprehensive suite of benefits that focus on the physical emotional financial and social aspects of wellness. This encompasses support for working families which may include backup dependent care adoption assistance infertility coverage family building support behavioral health solutions paid parental leave and paid caregiver leave. To encourage your personal growth we also offer a variety of training programs professional development resources and opportunities to participate in mentorship programs employee resource groups volunteer activities and much more. For details visit time