CX Lead Product Designer

📍 Job Overview

Job Title: CX Lead Product Designer

Company: Baylor Scott & White Health

Location: Remote

Job Type: FULL_TIME

Category: Product Design / User Experience Operations

Date Posted: 2026-09-09

Experience Level: 5-10 Years

Remote Status: Fully Remote

🚀 Role Summary

• Drive the strategic vision and execution of human-centered digital product experiences, with a focus on patient and family engagement within the healthcare ecosystem.

• Lead the design and delivery of innovative, agentic, and AI-enabled experiences that anticipate user needs and support health goal achievement.

• Foster a collaborative environment, working closely with research, engineering, product management, and CX leadership to solve complex digital challenges.

• Influence stakeholders and teams through compelling storytelling, systems thinking, and the creation of intuitive, trustworthy digital interactions.

• Champion design best practices, establish design quality processes, and mentor other designers to elevate the overall user experience across BSWH digital platforms.

📝 Enhancement Note: This role is positioned as a "Lead" within Product Design, indicating a significant emphasis on strategic contribution, mentorship, and process ownership beyond individual contribution. The "CX" prefix highlights a strong focus on the end-to-end customer journey and experience within the healthcare context. The integration of AI and agentic experiences is a key differentiator for this role.

📈 Primary Responsibilities

• Develop and implement frameworks, including UI/UX components, libraries, templates, and workflows, that support scalable and cohesive digital experiences across BSWH platforms.

• Translate complex brand guidelines and existing design patterns into practical, user-centered solutions that can be adapted across various digital touchpoints.

• Transform ambiguous problem spaces into clear, innovative designs by applying robust UX principles, creative exploration, and insightful problem-solving.

• Collaborate with product managers, stakeholders, and cross-functional teams to align concepts, requirements, and strategic objectives with user needs.

• Create end-to-end user experiences, utilizing appropriate fidelity and mediums to effectively communicate design concepts and rationale to diverse audiences.

• Build interactive prototypes, wireframes, and storyboards to rapidly test ideas, gather feedback, and facilitate internal and external understanding of design recommendations.

• Establish clear rationale, customer insights, root cause analysis, and feedback loops to inspire trust and confidence in design decisions among stakeholders.

• Drive rapid iteration and explore multiple design solutions for complex problems, ensuring a balance between user desirability, technical feasibility, and business viability.

• Deeply understand and continuously advocate for BSWH customers (patients and families), ensuring their needs are central to all healthcare decision-making processes.

• Stay abreast of current developments in design, AI, and healthcare technology trends to inform innovative product strategies and user experiences.

• Promote and enforce inclusive design standards and guidelines for desktop, web, and mobile applications, ensuring accessibility and equitable experiences.

• Facilitate research activities, strategy sessions, ideation, design, and testing in close partnership with product managers, engineers, QA, and fellow designers.

• Support Customer Journey, Consumer Solutions, and Digital teams in organizing and facilitating critical thinking and strategic planning activities.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic leadership, hands-on design execution, and cross-functional collaboration. The focus on "frameworks," "scalability," and "design systems" points to a need for foundational design thinking and establishing repeatable processes. The integration of AI and agentic experiences highlights the forward-looking nature of this role.

🎓 Skills & Qualifications

Education: Bachelor's degree or equivalent 4 years of relevant work experience above the minimum qualification.

Experience: 5+ years of progressive experience in visual design, interaction design, or product design strategy.

Required Skills:

• Proven experience in visual, interaction, or product design strategy, demonstrated through a strong creative portfolio.

• Expertise in designing agentic experiences and integrating artificial intelligence into digital journeys to build trust and foster user-centered interactions.

• Exceptional communication and presentation skills, with the ability to influence stakeholders and articulate complex ideas clearly.

• Natural collaborator with a proven ability to build strong alliances across cross-disciplinary teams.

• Proficiency in utilizing generative AI tools for concept exploration, prototyping, and rapid idea testing.

• Experience with Agile/Scrum methodologies, with adaptability to customize processes as needed.

• Strong knowledge of design tools such as Miro, Figma, FigJam, and Adobe Creative Cloud, with a commitment to continuous learning.

• Ability to create prototypes and storyboards that effectively showcase multiple design concepts and address customer/business problems.

• Experience working with and contributing to established brand guidelines, style guides, and/or code-based design systems.

• Demonstrated ability to work across a range of design fidelities, from low-fidelity wireframes to high-fidelity interactive prototypes.

• Proven ability to collaborate effectively within cross-disciplinary teams, including product managers, engineers, and researchers. Preferred Skills:

• Experience in the healthcare industry, with a deep understanding of patient journeys and healthcare-specific user needs.

• Experience evangelizing design best practices across both digital and physical mediums.

• Experience leading design critiques and reviews to ensure quality and consistency.

• Familiarity with user research methodologies and the ability to translate insights into design decisions.

• Experience with data analysis and leveraging analytics to inform design iterations and measure impact.

📝 Enhancement Note: The emphasis on AI integration, generative tools, and specific software like Figma and Miro indicates a need for modern design skill sets. The requirement for a "strong creative portfolio" is paramount, suggesting candidates should prepare to showcase a diverse range of projects demonstrating strategic thinking and execution. The "5+ years" experience coupled with "Lead" title suggests a senior-level individual contributor or a potential team lead.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a diverse range of projects, highlighting the candidate's ability to tackle complex design challenges across different mediums and user types.

• Clearly articulate the problem statement, design process, user insights, and the rationale behind key design decisions for each project.

• Demonstrate experience with agentic and AI-enabled experiences, illustrating how these were integrated into user journeys and the outcomes achieved.

• Include examples of design systems, pattern libraries, or style guides contributed to or developed, showcasing an understanding of scalability and consistency.

• Highlight the use of tools like Figma, Miro, and generative AI in the design process, with examples of how they accelerated ideation or prototyping. Process Documentation:

• Provide evidence of contributing to or establishing design quality processes, pattern libraries, and frameworks that enhance consistency and efficiency across multiple projects.

• Showcase examples of how design thinking and user-centered methodologies were applied to transform ambiguous problem spaces into well-defined, user-focused solutions.

• Demonstrate experience in iterating quickly and exploring multiple design solutions, with documentation illustrating the evaluation and selection process.

• Include examples of facilitating design critiques and reviews, outlining the process and the impact on design quality.

📝 Enhancement Note: For a "Lead" role, the portfolio should not just showcase final designs but also the strategic thinking, process ownership, and leadership applied. Candidates should be prepared to discuss how they influenced design direction, mentored others, and contributed to establishing design standards within an organization. The integration of AI and generative tools needs to be a visible theme in the portfolio.

💵 Compensation & Benefits

Salary Range: $54.88 - $85.07 per hour. This range is based on entry-level to highly experienced qualifications. The specific rate will be determined by the successful candidate's qualifications and prior experience.

• For a 40-hour work week, this translates to an annual salary range of approximately $114,150 to $176,945. Benefits:

• Immediate eligibility for health and welfare benefits, including medical, dental, and vision coverage.

• 401(k) savings plan with a dollar-for-dollar match up to 5% of contributions, providing a strong retirement savings incentive.

• Tuition Reimbursement program, supporting continuous learning and professional development.

• Paid Time Off (PTO) accrual beginning on Day 1, offering immediate benefit for work-life balance.

Working Hours: Standard full-time work hours, likely around 40 hours per week. Given the remote nature, there may be flexibility in scheduling, but core collaboration hours will likely be expected.

📝 Enhancement Note: The provided hourly rate is substantial for a design role, especially in a remote setting. The upper end of the range ($85.07/hour) suggests a senior-level, lead contributor profile. The annual equivalent calculation provides a clearer picture for candidates accustomed to salary discussions. Benefits are comprehensive and typical for a large healthcare organization.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare (Not-for-Profit Healthcare System)

Company Size: Large (Baylor Scott & White Health is the largest not-for-profit healthcare system in Texas, employing thousands of individuals across numerous facilities). This size implies a structured environment with established processes, but also opportunities for impact within specific domains.

Founded: Baylor Scott & White Health was formed through a merger, with its roots tracing back much further, indicating a long-standing presence and deep commitment to healthcare in Texas.

Team Structure:

• The CX Lead Product Designer will likely be part of a broader Digital or Customer Experience (CX) team, which may include other designers (UX/UI, content, service design), researchers, product managers, and CX strategists.

• Reporting structure is likely to a Director or VP of Digital Experience or CX, with direct collaboration across product teams, engineering, and analytics.

• Cross-functional collaboration is a cornerstone of this role, requiring strong partnerships with product managers, engineers, QA testers, and other business stakeholders to deliver integrated digital solutions. Methodology:

• Data analysis and insights are crucial, with a focus on understanding patient needs and leveraging analytics to inform design decisions and measure impact.

• Workflow planning and optimization are key, especially in translating strategic initiatives into actionable design plans and ensuring efficient delivery.

• Automation and efficiency practices are expected, particularly in the context of AI-enabled experiences and streamlining user journeys.

Company Website: https://jobs.bswhealth.com/us/en

📝 Enhancement Note: Working within a large healthcare system means adhering to strict compliance, privacy (HIPAA), and ethical standards. The "not-for-profit" status often implies a mission-driven culture focused on patient well-being and community service. The core values (Serve Faithfully, Never Settle, In It Together, Make an Impact) should guide candidate behavior and approach.

📈 Career & Growth Analysis

Operations Career Level: This is a "Lead" position within Product Design, indicating a senior individual contributor role with significant responsibility for shaping product strategy and user experience. It requires a blend of deep design expertise, strategic thinking, and leadership in mentoring and influencing others. This level is typically several steps beyond an entry-level designer and is often a precursor to management or principal-level individual contributor roles.

Reporting Structure: The CX Lead Product Designer will likely report to a design manager, director of CX, or a similar leadership role within the digital or product organization. They will work closely with product managers and engineering leads on specific initiatives.

Operations Impact: The role has a direct impact on the patient experience, influencing how individuals interact with BSWH for their healthcare needs. This includes driving adoption of digital tools, improving patient satisfaction, enhancing health outcomes through intuitive digital support, and contributing to operational efficiency by reducing friction in digital journeys. The success of AI-enabled experiences will directly influence patient engagement and trust.

Growth Opportunities:

• Operations Skill Advancement: Opportunities to deepen expertise in AI-driven design, agentic experiences, and advanced prototyping techniques. Potential to lead design initiatives for major strategic projects.

• Learning & Development: Access to tuition reimbursement, industry conferences (e.g., UXPA, IxDA, healthcare tech events), and internal training programs focused on leadership, design, and emerging technologies.

• Leadership Potential: Path to becoming a Design Manager, Principal Product Designer, or a specialized lead in areas like AI experience design or design systems. Opportunities to mentor junior designers and shape the design practice within BSWH.

📝 Enhancement Note: The "CX Lead" title suggests a role that bridges design strategy with operational execution for customer experience. Growth opportunities will likely involve taking on larger, more complex projects, mentoring junior team members, and potentially moving into formal leadership roles or becoming a subject matter expert in a critical area like AI-driven healthcare experiences.

🌐 Work Environment

Office Type: Fully Remote. This offers significant flexibility and the ability to work from anywhere within the United States (as implied by previous location data).

Office Location(s): Remote, United States. Candidates can be based anywhere in the US, but may need to align with specific time zones for collaboration (e.g., America/Chicago timezone is mentioned).

Workspace Context:

• Collaborative Environment: While remote, expect a highly collaborative environment through digital tools like Slack, Teams, Zoom, Miro, and Figma. Regular virtual meetings, design critiques, and brainstorming sessions will be common.

• Operations Tools & Technology: Access to a robust suite of digital tools for design, collaboration, and project management. The company likely provides necessary software licenses and potentially hardware if required.

• Team Interaction: Frequent interaction with product managers, engineers, researchers, and other designers via video calls, messaging platforms, and collaborative design sessions. Emphasis on clear, asynchronous communication as well as synchronous collaboration.

Work Schedule: Standard full-time work hours (approx. 40 hours/week). Flexibility is likely, but candidates should be prepared to attend scheduled meetings, participate in design reviews, and meet project deadlines, potentially requiring some flexibility to accommodate cross-time zone collaboration.

📝 Enhancement Note: The fully remote nature requires strong self-discipline, proactive communication, and comfort with digital collaboration tools. Candidates should be adept at managing their own time and contributing effectively in a virtual setting. The mention of "America/Chicago" timezone suggests that while remote, alignment with central US business hours might be preferred or necessary for team cohesion.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a recruiter or hiring manager screen to assess basic qualifications, experience, and cultural fit.

• Portfolio Review & Presentation: A dedicated session where the candidate presents their portfolio, walking through key projects, design processes, and strategic thinking. This is a critical stage for demonstrating expertise in UX, AI design, and leadership.

• Technical/Design Challenge: May involve a take-home assignment or a live design exercise to assess problem-solving skills, design execution, and ability to work under pressure. This could focus on a healthcare-related problem.

• Cross-functional Interviews: Interviews with product managers, engineers, researchers, and potentially other designers to assess collaboration skills, technical understanding, and ability to integrate into the team.

• Leadership/Final Interview: A discussion with senior leadership (e.g., Director/VP) to evaluate strategic vision, leadership potential, and alignment with company values.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest projects that best showcase your experience with complex digital products, AI integration, and your "Lead" capabilities.

• Tell a Story: For each project, clearly articulate the problem, your role, the process you followed (research, ideation, iteration), the solutions you designed, and the measurable outcomes or impact.

• Highlight AI/Agentic Design: Specifically call out projects where you designed AI-enabled or agentic experiences. Detail the challenges, your approach to building trust and transparency, and the user benefits.

• Demonstrate Systems Thinking: Show how your designs fit into a larger ecosystem, how you used or contributed to design systems, and how you ensured scalability and consistency.

• Be Prepared for Questions: Anticipate questions about your design decisions, how you handle disagreements, how you measure success, and your experience with AI.

Challenge Preparation:

• Understand the Context: If given a take-home challenge, thoroughly research Baylor Scott & White Health, their mission, and the healthcare industry.

• Focus on Process: Even if time is limited, demonstrate a clear, user-centered design process. Outline your assumptions and how you would validate them.

• Communicate Clearly: Practice articulating your thought process and design rationale concisely and effectively. For live challenges, think aloud and engage with the interviewer.

• Consider AI Integration: Given the role, think about how AI could potentially play a role in solving the challenge problem, even if not explicitly stated.

📝 Enhancement Note: The portfolio presentation is likely the most crucial part of the application. Candidates should be prepared to go deep into their process, decision-making, and the impact of their work, particularly concerning AI and user experience in healthcare.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (primary), FigJam (collaboration), Adobe Creative Cloud (e.g., Photoshop, Illustrator).

• Collaboration & Ideation: Miro (essential for remote collaboration, whiteboarding, brainstorming), potentially others like Mural.

• Generative AI Tools: Explicitly mentioned for concept exploration, prototyping, and testing. Candidates should be familiar with tools like Midjourney, DALL-E, or AI features within design software.

Analytics & Reporting:

• While not explicitly listed, expect to work with data from analytics platforms (e.g., Google Analytics, Adobe Analytics) and potentially BI tools (e.g., Tableau, Power BI) to understand user behavior and measure design impact.

• Understanding of A/B testing principles and how to collaborate with analytics teams to set up and interpret experiments. CRM & Automation:

• While this is a design role, familiarity with CRM systems (e.g., Salesforce) and marketing automation platforms might be beneficial for understanding how customer data flows and influences digital experiences, though not a primary requirement.

• Integration tools (e.g., Zapier, Workato) might be used by engineering or ops teams, so a general understanding of how systems connect could be helpful.

📝 Enhancement Note: Proficiency in Figma and Miro is non-negotiable for this role. The emphasis on generative AI tools signifies a forward-thinking approach to design and requires candidates to be comfortable experimenting with these emerging technologies. Understanding how to leverage data and analytics to inform design is also critical.

👥 Team Culture & Values

Operations Values:

• Serve Faithfully: Uphold a commitment to doing what's right with a joyful heart, especially in the context of patient care and ethical design. This means prioritizing patient well-being and privacy.

• Never Settle: Constantly strive for better in design quality, user experience, and innovation. This encourages a proactive approach to identifying areas for improvement and pushing creative boundaries.

• In It Together: Support one another and those served. This fosters a collaborative, team-oriented environment where designers work together and with other departments to achieve common goals.

• Make an Impact: Take initiative and deliver exceptional experiences. This value emphasizes ownership, proactivity, and a focus on creating tangible, positive outcomes for patients and the organization through design.

Collaboration Style:

• Cross-functional Integration: Seamless collaboration with product managers, engineers, researchers, and business stakeholders is paramount. The ability to translate design needs into actionable requirements for other teams and integrate their feedback is key.

• Process Review Culture: Openness to iterative design processes, including regular design critiques, feedback sessions, and the willingness to adapt designs based on constructive input.

• Knowledge Sharing: A culture that encourages sharing best practices, learnings from user research, and insights from AI experiments to elevate the collective design capability of the team.

📝 Enhancement Note: The company's core values are deeply embedded in its mission and should be reflected in a candidate's approach to design. For a Lead role, demonstrating how one lives these values through their work, particularly "Make an Impact" and "Never Settle," will be important.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Innovation with Healthcare Constraints: Designing cutting-edge AI experiences within the highly regulated and complex healthcare environment requires navigating privacy (HIPAA), security, and ethical considerations, alongside clinical workflows.

• Fostering Trust in AI: Building patient trust in AI-driven interactions is a significant challenge, requiring transparent design, clear communication, and a focus on user control and understanding.

• Scalability Across a Large System: Ensuring design consistency and scalability across a vast, multi-faceted healthcare system like BSWH, with diverse patient needs and existing infrastructure, is a complex undertaking.

• Remote Collaboration Dynamics: Maintaining strong team cohesion, effective communication, and a shared sense of purpose in a fully remote setting requires deliberate effort and skillful use of collaboration tools.

Learning & Development Opportunities:

• Specialization in Healthcare UX/AI: Deepen expertise in user experience design specifically for healthcare, focusing on patient engagement, clinical workflows, and the ethical implications of AI in medicine.

• Industry Conferences & Certifications: Opportunities to attend leading UX, product design, and healthcare technology conferences, and pursue relevant certifications in areas like AI ethics, service design, or advanced UX methodologies.

• Mentorship & Leadership Development: Formal and informal mentorship from senior leaders, with opportunities to develop leadership skills through guiding junior designers, leading strategic initiatives, and contributing to the evolution of BSWH's design practice.

📝 Enhancement Note: Candidates should demonstrate an awareness of these challenges and articulate how their skills and experience can help overcome them. The growth opportunities highlight a path for continuous learning and career advancement within a leading healthcare organization.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to translate a complex business strategy into a user-centered digital experience. What was your process, and what was the outcome?" (Focus on strategic thinking, process, and impact.)

• "How would you approach designing an AI-powered symptom checker that builds trust and provides actionable guidance for patients, while adhering to healthcare regulations?" (Assesses AI design, trust-building, and healthcare context.)

• "Discuss your experience with design systems or pattern libraries. How do you ensure they are adopted and maintained across multiple teams and projects?" (Evaluates understanding of scalability and process.) Company & Culture Questions:

• "Based on our core values, how would you approach a situation where a design decision might conflict with our 'Serve Faithfully' value?" (Tests alignment with company mission and ethical considerations.)

• "How do you foster collaboration and knowledge sharing within a remote design team?" (Assesses remote collaboration skills and team-building approach.)

• "How do you measure the success and impact of your design work, particularly for AI-driven features?" (Focuses on data-driven design and ROI demonstration.) Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, follow a clear problem-solution-impact structure. Start with the "why" and end with the "what happened."

• Show, Don't Just Tell: Use visuals extensively. Walk through interactive prototypes, wireframes, and mockups. Explain your decision-making process at each stage.

• Quantify Impact: Where possible, use metrics (e.g., increased conversion, reduced support tickets, improved user satisfaction scores) to demonstrate the business value of your designs.

• Emphasize AI & Generative Tools: Explicitly discuss how you used AI or generative tools in your process, what benefits they provided, and any lessons learned.

• Be Ready for Deep Dives: Anticipate questions about specific design choices, your collaboration with engineers, and how you handled trade-offs.

📝 Enhancement Note: Interviewers will be looking for not just design skill, but also strategic thinking, problem-solving abilities, strong communication, and a genuine understanding of the healthcare context and the company's values. The portfolio presentation is where you can shine by demonstrating these qualities.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided application link on the Baylor Scott & White Health careers portal.

• Customize Your Resume: Tailor your resume to highlight keywords and responsibilities mentioned in this job description, especially "CX," "Product Design," "AI-enabled experiences," "agentic interactions," "Figma," "Miro," and "healthcare." Quantify your achievements with data where possible.

• Prepare Your Portfolio: Ensure your portfolio is up-to-date, easily accessible (e.g., via a personal website or PDF), and features projects that directly align with the role's requirements, particularly those showcasing AI integration and strategic design leadership.

• Practice Your Presentation: Rehearse your portfolio walkthrough, focusing on clear storytelling, articulating your process, and highlighting your impact. Be ready to discuss challenges and how you overcame them.

• Research BSWH: Thoroughly research Baylor Scott & White Health's mission, values, recent initiatives, and their approach to digital transformation and patient care. Understand how your skills can contribute to their goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.