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.

Benefits

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.

Job Summary

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. 

What is expected 

Craft:  
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. 

Leadership and Relationships:  
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. 

Process:  
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. 

Essential functions:

• 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 customers and what they need to make informed healthcare decisions for themselves and their families. 
• Stay informed on current developments in design and industry trends. 
• Promote inclusive design standards and guidelines for desktop, web, and mobile. 
• Collaborate with product managers, engineers, QA, and other designers to facilitate research activities, strategy sessions, ideation, design, and testing of new product and/or service concepts. 
• Assist the Customer Journey, Consumer Solutions, and Digital teams to organize and facilitate activities that keep the team sharply organized and thinking critically and strategically. 
• Perform other position-appropriate duties as required in a competent, professional, and courteous manner.

Key Success Factors 

• 5+ years of experience in visual, interaction, or product design strategy. 
• Impressive creative portfolio demonstrating your awesome work, including the ability to demonstrate a diverse range of projects. 
• Experience designing agentic experiences and integrating artificial intelligence into digital journeys in meaningful and intuitive ways that build trust, prioritize user outcomes over system outputs, and foster transparent, user-centered interactions. 
• Effortless communication/presentation skills, natural collaborator. 
• Use generative tools to explore concepts, build prototypes, and test ideas faster than traditional methods. 
• Experience with Agile/Scrum methodologies, and a willingness to adapt and customize them as needed. 
• Evangelize design best practices across mediums (digital and physical). 
• Strong knowledge of Miro, Figma, FigJam, Adobe Creative Cloud, or similar tools and a strong desire to always learn more. 
• Experience creating prototypes and/or storyboards that showcase multiple design concepts quickly, with an acute understanding of the customer and business problems they solve. 
• Experience working with and contributing to established brand guidelines, style guides, and/or code-based design systems. 
• Ability to work from low fidelity to high fidelity. 
• Ability to work collaboratively within cross-disciplinary teams.

The pay range for this position is $54.88 (entry-level qualifications) - $85.07 (highly experienced) The specific rate will depend upon the successful candidate’s specific qualifications and prior experience.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
• EXPERIENCE - 5 Years of Experience