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.