CX Lead Product Designer

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.

• We never settle by constantly striving for better.

• We are in it together by supporting one another and those we serve.

• We make an impact by taking initiative and delivering exceptional experience.

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Immediate eligibility for health and welfare benefits

• 401(k) savings plan with dollar-for-dollar match up to 5%

• Tuition Reimbursement

• PTO accrual beginning Day 1

Note:

Benefits may vary based upon position type and/or level.

A CX Lead Product Designer plays a central role in shaping BSWH's strategic initiatives through a customer's lens. This role is directly responsible for driving the quality, creativity, and delivery of human-centered digital products for our patients and their families. This includes agentic and AI-enabled experiences that anticipate needs, adapt over time, and support users in achieving their health goals.

In this role, the CX Lead Product Designer collaborates closely with research, service design, content design, engineering, analytics, product managers, and CX leadership to solve complex digital pain points; design intuitive and trustworthy agentic interactions; empower users through clarity and choice; and influence stakeholders through strong visual and verbal storytelling.

This designer helps translate strategy into experience by gathering and synthesizing insights, shaping behavior-aware and context-driven flows, integrating feedback, and creating shared understanding and momentum through clear visions, thoughtful systems thinking, and innovative product design.

Advance BSWH customer-centric digital experiences with a high volume innovative and successful solutions. Inspire and motivate other designers to do the same. Demonstrate artistry and excellence in the communication of strategic new ideas and distill complex ideas so that others can quickly comprehend them. Create design cohesion across the ecosystem.

Coach and mentor other designers and team members, providing direct feedback, critique, and strategically directing work to push the experience to the next level. Serve as a key advisor across product teams, building alliances and helping teams work through differences to deliver with excellence.

Influence and inspire teams and leaders on product design strategies, design process, and opportunities. Create and direct design quality processes, pattern libraries, frameworks, and other tools that support quality and consistency across multiple projects and teams. Invite and conduct design critiques and reviews.

• Build frameworks that support our evolving organization such as: UI and/or UX components, libraries, templates, workflows, collaboration tools, etc.

• Translate BSWH branding and existing patterns and frameworks into solutions that scale across different experiences.

• Transform ambiguous problem spaces into clear, user-centered solutions by applying strong UX principles, creative exploration, and imaginative

• problem-solving to shape incomplete requirements into innovative designs.

• Work together with stakeholders and product managers to align concepts and requirements.

• Bring concepts and requirements to life in end-to-end user experiences and choose the appropriate medium and fidelity to present them.

• Build interactive prototypes, wireframes, and/or storyboards to test ideas and communicate them internally and externally.

• Inspire trust and confidence in design recommendations by establishing clear rationale, customer insights, root cause analysis, and feedback.

• Iterate quickly and explore multiple solutions for a given problem.

• Understand and continually evangelize our…