Principal Experience Designer

Principal Experience Designer (2)

We're passionate about delivering on Our Promise to improve the lives of patients and create healthier communities for all. We foster a culture of inclusivity, integrity and creativity while boldly pursuing answers to the world's most complex health challenges and transforming society. These roles will be hybrid working out of our South San Francisco team.

Digital Experience is shaping the future of how we connect with our patients and customers by harnessing the power of digital innovation and human-centered design. As healthcare evolves, we are bold in our approach – leveraging cutting edge AI, advanced digital engagement, end-to-end content management, and omnichannel technologies and operations to create seamless, personalized, and meaningful experiences for our patients and customers. This is your opportunity to lead transformative change, integrating advanced technology with strategic vision to drive impact at scale. If you are passionate about redefining the healthcare experiences and building something extraordinary, we want you on this journey. Let's redefine what's possible together!

This combined team, in collaboration with key partners, builds solutions to serve Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access ("CMG"), and other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across our interactions. The team is specifically accountable for:

• Defining omnichannel solutions, shaping engagement strategies, designing, operationalizing, and producing seamless, consistent & meaningful patient and customer experiences.
• Accelerating, connecting, and enabling the development of digital solutions that enhance the patient and customer experience across CMG.
• Advancing the mission of seamless, consistent & meaningful patient and customer experiences that maximize patient impact while keeping compliance at the forefront.

The Principal Experience Designer will drive strategy and delivery within the Customer Experience (CX) Suite. They are responsible for ensuring that UX/UI and CX design strategies and capabilities are accelerating the organization's progress towards delivering great customer experiences and business impact. This role will serve as a key individual contributor and subject matter expert in a critical focus area for the organization – applying UX/UI design expertise in the development of digital products and capabilities, and helping to mentor junior designers.

Key Responsibilities include:

• Shape digital-forward Experience Design vision and standards leveraging knowledge of industry/competitive trends and pulling through product suite strategic business priorities.
• Partner with Sr. Director and Director, Experience Design to help drive the Experience Design vision and product standards by aligning with senior enterprise business stakeholder priorities, technical team capabilities, and process opportunities – ensuring seamless integration and strategic focus.
• Develop innovation workstreams to drive experimentation within the product-oriented model and team for new product innovation and features.
• Define target users in collaboration with Analytics partners, deeply understand user research, prioritize key features and functionalities, and set clear performance objectives, balancing business requirements with an exceptional end-user experience.
• Accountable for key Experience Design initiatives in partnership with the Sr. Director, Experience Design, partnering on product strategic planning, digital-forward operational execution, delivery milestones, and business outcomes with measurable impact through adoption and sustained engagement.
• Evangelize the role of UX/UI and CX Design in achieving enterprise objectives, communicating their value proposition and roadmap(s) to senior leaders and organization-wide stakeholders.
• Partner with leadership to drive prioritization, manage stakeholders across the enterprise, and resolve conflicts to align and advance product roadmaps and enhancements.
• Collaborate with UX/UI Analysts in the Informatics team to align business outcomes with technical feasibility, ensuring the product delivers both business value and technical performance.
• Partner with other applicable Business Product Owners / Executive Director - Customer Experience Suite Lead to achieve and meet patient, professional, and internal customers' needs by aligning roadmaps and initiatives.
• Partner with Global product managers to drive effective collaboration for shared learnings and efficiencies.
• Accountable for delivering a business-relevant product that meets business needs via collection, alignment, and implementation of feedback from stakeholders while meeting larger business objectives.
• Accountable for defining business cases and supporting budgetary/funding needs.
• Drive definition of business requirements for product usage and system health, leveraging industry standards.
• Comply with all laws, regulations and policies that govern the conduct of activities.
• Partner with measurement and optimization Business Product Owners to inform CX and UX advancements and operations.

People:

• Mentor and coach junior Experience Design team members, fostering an exemplary employee experience, including a culture of collaboration, innovation, and accountability.
• Cultivate an environment of design craft and quality within the team.

Who You Are:

Candidate Qualifications and Experience:

Bachelor's degree in business, technology, operations, science, marketing, or a related field.

10+ years of experience, with 7 years in experience design, product design, UX design or related field.

Ability to own and manage the full product lifecycle, including visioning, roadmap creation, execution, and impact measurement for specific products or features.

Strong skills in stakeholder alignment for cross-functional collaboration.

Strong mentorship and guidance abilities, with experience in coaching and mentoring talent (indirectly).

Excellent communication abilities to drive change, influence stakeholders, and evangelize the product vision.

Experience working in an agile setting or bringing agile best-practice mentorship to the team.

Experience collaborating with Legal, Compliance, and Privacy teams to ensure adherence to governance and regulatory standards, and help influencing and evolving standards where needed.

Ability to innovate and foster experimentation to improve product capabilities.

Proven ability to adapt and navigate ambiguous or evolving environments.

Strong problem-solving and strategic thinking skills, with a focus on balancing short-term execution and long-term vision.

Additional Desired Candidate Qualifications and Experience:

Advanced degree, or equivalent experience (e.g., MBA or related graduate-level qualification).

Experience in healthcare, pharmaceutical, or highly regulated industries.

Proven success in managing complex projects requiring strategic planning and operational execution.

Advanced knowledge of workflow tools, automation systems, and compliance frameworks.

Experience building and managing a design system.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.