Senior Product Designer (Service Design)

📍 Job Overview

Job Title: Senior Product Designer (Service Design)

Company: Papa

Location: Remote (United States)

Job Type: Full-Time

Category: Product Design / Service Design / UX Design

Date Posted: February 10, 2026

Experience Level: Senior (10+ Years)

Remote Status: Fully Remote

🚀 Role Summary

• This is a critical Full-Stack Design role, demanding end-to-end ownership of the user experience lifecycle, from foundational research to detailed design and engineering collaboration.

• The position focuses on Service Design and UX Strategy, requiring the architecting of complex multi-user experiences, particularly for the "Family Unit" involving aging members and their caregivers.

• You will lead the design of direct-to-consumer (DTC) and referral-driven systems, optimizing for conversion while maintaining a warm, human-centered brand identity.

• This role involves significant technical product design, including the evolution of a robust, accessible design system and the creation of functional prototypes that demonstrate complex logic.

📝 Enhancement Note: The "Senior Product Designer (Service Design)" title clearly indicates a senior-level individual contributor role with a strong emphasis on the holistic user journey and the integration of digital and physical touchpoints. The "Full-Stack Design" designation implies a need for proficiency across research, interaction design, visual design, and potentially front-end development collaboration. The focus on "Service Design" and "Family Unit" personas points to a complex stakeholder ecosystem requiring nuanced UX models.

📈 Primary Responsibilities

• Architect and map the offline-to-online journey, detailing how digital requests translate into human connection at a member's home.

• Develop and refine complex UX models for multiparty interactions, specifically catering to the coordination needs of patients and their family caregivers.

• Lead the design of direct-to-consumer (DTC) systems, including self-pay and referral-driven experiences, balancing conversion optimization with brand empathy.

• Design comprehensive services involving multiple actors (e.g., Pals, members, calling agents) to achieve measurable outcomes for members and their families.

• Build highly functional, high-fidelity prototypes using tools like Figma, Framer, or Webflow to demonstrate intricate logic and user flows.

• Evolve and maintain a robust, accessible design system (WCAG 2.1+) that scales across mobile and web platforms, ensuring compliance for aging populations.

• Facilitate technical discussions by coordinating with engineering stakeholders to clearly articulate and defend design decisions.

• Participate actively in qualitative user research and ethnographic studies with members, Pals, and family caregivers to uncover unmet needs and pain points.

• Lead cross-functional "Design Sprints" and co-creation workshops with Engineering, Data, Product, Operations, and Health Plan partners to align on product vision and strategy.

• Translate research insights and health outcomes data into actionable design improvements and feature recommendations.

• Partner with the CTO as a subject matter expert in event-driven analytics (e.g., Mixpanel, Amplitude) to measure member experience and identify design patterns driving long-term retention.

• Recommend feature changes and A/B tests based on analytics and research insights to drive experience improvements, retention, and growth.

📝 Enhancement Note: The responsibilities highlight a deep dive into the healthcare and social support ecosystem. The emphasis on "Service Design," "Family Unit," "DTC Systems," and "Program Design" indicates a need for strategic thinking beyond traditional UI/UX. The requirement to partner with the CTO on analytics and A/B testing suggests a data-driven approach and a desire for designers who can influence product strategy through measurable outcomes.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum of 10 years of experience working on complex human services, with a strong preference for healthcare, education, or hospitality sectors.

• Demonstrated experience leading far upstream of engineering through compelling visual artifacts that guide long-term development roadmaps.

• Proven ability to craft strong narratives and effectively present the "why" behind design decisions to executive leadership, including the CTO, using a blend of empathy and technical logic.

Required Skills:

• Service Design: Expertise in mapping complex user journeys and service blueprints.

• UX/UI Design: Advanced proficiency in designing intuitive and accessible user interfaces for web and mobile platforms.

• Figma Mastery: Expert-level proficiency in Figma for all aspects of design, prototyping, and design system management.

• Prototyping: Ability to create high-fidelity, functional prototypes demonstrating complex logic and interactions.

• User Research: Proficiency in conducting qualitative user research and ethnographic studies.

• Workshop Facilitation: Experience leading cross-functional design sprints and co-creation sessions.

• Data Analysis & Interpretation: Ability to translate research insights and analytics data into actionable design improvements.

• Storytelling & Presentation: Strong communication skills to articulate design rationale and impact to executive stakeholders.

• Accessibility Standards: Deep understanding and application of WCAG 2.1+ guidelines for aging populations.

• Design Systems: Experience in evolving and maintaining comprehensive design systems.

Preferred Skills:

• Experience with Direct-to-Consumer (DTC) products.

• Familiarity with CMS frameworks.

• Knowledge of HIPAA compliance and healthcare data privacy regulations.

• Experience in "Age Tech" or family-caregiver platforms.

• Experience building referral systems and self-pay funnels, with a focus on trust-building and organic growth.

• Proficiency with analytics tools such as Mixpanel, Amplitude, Segment.

• Experience with service design tools like Miro, LucidChart, Figjam.

📝 Enhancement Note: The "10+ Years" requirement, coupled with "Mastery of Figma" and the need to "lead far upstream of engineering," strongly indicates a senior individual contributor role focused on strategic design leadership and complex problem-solving. The explicit mention of "Service Design," "Family Unit," "DTC Systems," and "Program Design" signals a need for a designer who can think systemically and holistically about the user experience across multiple touchpoints and user types.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate experience with large-scale, shipped products that solved complex systemic problems.

• Showcase how you've led design initiatives far upstream of engineering, providing visual artifacts that guided long-term development.

• Include case studies that highlight your ability to design for multi-user ecosystems, such as the "Family Unit" involving aging members and caregivers.

• Present work that clearly articulates the "why" behind your design decisions, supported by empathy and technical logic, for complex systemic problems.

Process Documentation:

• Provide examples of how you've conducted qualitative user research and ethnographic studies to identify unmet needs.

• Showcase your ability to facilitate cross-functional "Design Sprints" and co-creation workshops, aligning diverse teams on product vision.

• Illustrate how you've translated research insights and data into actionable design improvements and feature recommendations.

• Detail your experience in measuring user experience and journey through event-driven analytics (e.g., Mixpanel, Amplitude) and using these insights for rapid iteration.

• Include examples of how you've contributed to the evolution and maintenance of robust, accessible design systems.

📝 Enhancement Note: The emphasis on "large-scale, shipped products," "complex systemic problems," and leading "far upstream of engineering" suggests a need for a portfolio that goes beyond UI mockups. Candidates must demonstrate strategic thinking, end-to-end ownership, and the ability to influence product direction through comprehensive design solutions, particularly within complex service environments.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Competitive salary and equity package.

• Comprehensive medical, dental, and vision insurance coverage.

• Health Savings Account (HSA) / Flexible Spending Account (FSA) options.

• 401(k) plan with a company match of up to 4%.

• Flexible Paid Time Off (PTO).

Working Hours:

• A standard full-time role, typically around 40 hours per week. However, given the remote nature and the senior level, there may be flexibility in daily scheduling to accommodate work-life balance, with the expectation of availability for key meetings and collaborative sessions across different US time zones.

📝 Enhancement Note: The salary estimate is based on data for Senior Product Designers in the US remote market, considering the specialized focus on Service Design and the company's backing by significant investors. The benefits package is comprehensive and aligns with industry standards for tech companies.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare Technology / Social Support Services / Age Tech

Company Size: Papa is a growing company, likely in the mid-to-large size range, with significant backing from prominent investors. This implies a dynamic environment with established processes but still retaining some of the agility of a startup.

Founded: 2017, headquartered in Miami, Florida.

Team Structure:

• The Senior Product Designer will report directly to the CTO, indicating a high level of visibility and direct influence on product strategy and technical direction.

• The role will involve close collaboration with Engineering, Data, Product Management, Operations, and Health Plan partners, highlighting a cross-functional and matrixed team environment.

Methodology:

• Papa emphasizes a "people first" culture, focusing on community, authenticity, transparency, and being a "really good person."

• The company promotes a non-hierarchical environment where visionaries and entrepreneurs are developed.

• Design processes will likely incorporate ethnographic research, service mapping, Design Sprints, co-creation workshops, and data-informed iteration.

• A strong emphasis is placed on human connection and social support, which should permeate the design philosophy and product development.

Company Website: https://www.papa.com/

📝 Enhancement Note: The company's mission to combat loneliness and provide social support is central to its culture and product. The direct reporting line to the CTO suggests a technically-minded leadership that values design's strategic input. The "people first" and "non-hierarchical" culture implies a collaborative and open work environment.

📈 Career & Growth Analysis

Operations Career Level: Senior Product Designer (Service Design)

Reporting Structure:

Operations Impact:

Growth Opportunities:

• Specialization Deepening: Opportunity to become a recognized expert in "Age Tech," service design, and complex multi-party UX within a rapidly growing and mission-driven company.

• Leadership Development: Potential to grow into a Design Lead or Manager role as the design team expands, mentoring junior designers and shaping the design function's strategy.

• Strategic Influence: Continued opportunity to influence product strategy at the executive level due to direct reporting to the CTO and involvement in critical product initiatives.

• Cross-Functional Expertise: Gaining deep knowledge of healthcare, insurance partnerships, and operational complexities, broadening career applicability.

📝 Enhancement Note: The direct reporting line to the CTO is a significant indicator of the role's strategic importance and the potential for high-impact contributions. Growth opportunities are likely tied to the expansion of the design function and the company's overall growth, with potential for leadership and deeper specialization.

🌐 Work Environment

Office Type: Fully Remote. This allows for flexibility in location within the United States, offering a broad talent pool for Papa and convenience for the employee.

Office Location(s): Remote within the United States.

Workspace Context:

• Collaborative Environment: Despite being remote, the culture emphasizes collaboration. Expect frequent virtual meetings, use of collaboration tools (Miro, Figjam), and cross-functional "Design Sprints."

• Technology Stack: Access to industry-standard design and research tools (Figma, UserTesting, Mixpanel, Amplitude), with an encouragement to explore and leverage AI-native tools.

• Team Interaction: Regular interaction with product, engineering, data, and operations teams through virtual channels, fostering a connected remote work experience.

Work Schedule:

• Standard full-time hours (approx. 40 hours/week) with an expectation of flexibility to accommodate cross-time zone collaboration. The remote setup likely allows for some autonomy in structuring the workday, provided core collaboration needs are met.

📝 Enhancement Note: The fully remote nature necessitates strong self-discipline and excellent virtual communication skills. The company's emphasis on collaboration and its use of advanced tools suggest a modern, digitally-enabled remote work environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A call with a recruiter to assess basic qualifications, cultural fit, and interest in Papa's mission.

• Hiring Manager Interview: Likely with the CTO, focusing on strategic thinking, experience with complex systems, and design leadership philosophy. This is where you'll present your "why."

• Portfolio Review & Design Challenge: A session where you present your portfolio, highlighting specific case studies demonstrating your service design and full-stack design capabilities. This may be followed by a take-home or live design challenge to assess your problem-solving skills, approach to complex UX, and technical proficiency (e.g., Figma).

• Cross-Functional Interviews: Meetings with key stakeholders from Engineering, Product, and potentially Operations to assess collaboration style, technical communication, and ability to integrate into the team.

• Final Round: Potentially with other senior leaders or founders, focusing on cultural alignment, long-term vision, and strategic impact.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best showcase your experience with complex human services, service design, multi-user ecosystems, and end-to-end product ownership.

Prioritize shipped products that solved systemic problems.

• Structure for Impact: For each case study, clearly articulate:

  • The Problem: Define the complex systemic challenge.
  • Your Role: Specify your contributions as a Senior Product Designer and Service Designer.
  • The Process: Detail your research (ethnographic, qualitative), ideation, design (service blueprints, UX models, high-fidelity prototypes), and collaboration methods.
  • The Solution: Present the final design artifacts and rationale.
  • The Impact: Quantify results where possible (e.g., user retention, conversion improvements, qualitative feedback), and explain the "why" behind your decisions from both an empathic and technical perspective.

• Showcase Technical Depth: Highlight your Figma mastery, prototyping skills, and experience with design systems. Mention your familiarity with analytics and research tools.

• Emphasize Service Design: Clearly illustrate your ability to map offline-to-online journeys and design integrated service experiences.

• Storytelling is Key: Be prepared to narrate your process, defend your decisions, and articulate your strategic thinking, especially to the CTO.

Challenge Preparation:

• Expect a challenge that requires you to think holistically about a service experience, potentially involving multiple user types and touchpoints.

• Practice rapid ideation, service blueprinting (even if simulated), and articulating trade-offs.

• Be ready to discuss how you'd leverage data and user research to inform your design decisions.

• Prepare to explain how you would ensure accessibility and compliance (e.g., WCAG, HIPAA if applicable).

📝 Enhancement Note: The interview process emphasizes strategic thinking, end-to-end ownership, and the ability to articulate complex design decisions to technical leadership. The portfolio review is critical, requiring candidates to showcase their experience with systemic problems and service design, not just UI.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Expert-level proficiency required for UI design, prototyping, collaboration, and design system management.

• Miro / LucidChart / Figjam: Essential for service mapping, journey mapping, brainstorming, and workshop facilitation.

• UserTesting / Dovetail / HotJar/FullStory: For conducting and analyzing qualitative user research and understanding user behavior.

Analytics & Reporting:

• Mixpanel / Segment / Amplitude: Key tools for event-driven analytics, measuring user engagement, identifying retention drivers, and informing product decisions.

• Data Visualization Tools (Implied): While not explicitly listed, the ability to interpret data often implies familiarity with dashboarding or reporting interfaces.

CRM & Automation:

• CMS Frameworks (Preferred): Familiarity with Content Management Systems.

• AI Native Tools: Openness to exploring and utilizing new AI-powered tools to enhance design productivity.

📝 Enhancement Note: The tool stack reflects a modern, data-driven design environment. Mastery of Figma is paramount, alongside strong capabilities in service design tools and analytics platforms. The "AI" mention suggests an openness to new technologies for efficiency.

👥 Team Culture & Values

Operations Values:

• People First: A core value emphasizing empathy, community, and genuine human connection in both product design and internal interactions.

• Authenticity & Transparency: Encouraging employees to be their true selves and fostering open communication.

• Non-Hierarchical: Promoting an environment where ideas can flow freely across all levels, fostering innovation and collaboration.

• Purpose-Driven: A strong focus on the mission of combating loneliness and improving the lives of members and their families.

• Data-Informed Excellence: While people-centric, there's a clear expectation to use data and analytics to drive design decisions and measure impact.

• Efficiency & Optimization: A drive to improve processes and user experiences through thoughtful design and technology.

Collaboration Style:

• Cross-Functional Integration: Expect close collaboration with Engineering, Product, Data, and Operations teams, requiring strong communication and partnership skills.

• Workshop-Centric: Active participation in and facilitation of design sprints and co-creation workshops to align stakeholders.

• Feedback Exchange: A culture that likely values constructive feedback to drive continuous improvement in both products and processes.

• Knowledge Sharing: Encouraging the sharing of insights from research, analytics, and design explorations across teams.

📝 Enhancement Note: The company culture is deeply intertwined with its mission. Values like "people first," "authenticity," and "non-hierarchical" suggest a supportive and collaborative environment where designers can have significant input.

⚡ Challenges & Growth Opportunities

Challenges:

• Designing for Complex User Needs: Balancing the distinct and sometimes conflicting needs of aging members, their family caregivers, and the operational requirements of Papa Pals.

• Bridging Digital & Physical Worlds: Seamlessly integrating online requests and management with in-person care delivery.

• Building Trust: Designing experiences that foster trust in a sensitive service area, particularly for vulnerable populations.

• Scalability & Accessibility: Evolving a design system and product suite that meets the needs of a growing user base, including those with age-related limitations.

• Data Interpretation: Effectively translating complex user behavior and health outcomes data into actionable design strategies.

Learning & Development Opportunities:

• Deep Domain Expertise: Becoming a leader in "Age Tech," social determinants of health, and complex service design within a mission-critical industry.

• Strategic Design Leadership: Developing skills in influencing executive-level strategy and shaping the future of a unique product offering.

• Full-Stack Design Mastery: Honing skills across research, service design, UX/UI, prototyping, and data analysis in a practical, high-impact setting.

• Industry Exposure: Gaining experience with health plan partnerships and navigating regulatory environments (e.g., HIPAA).

📝 Enhancement Note: The challenges are significant but offer substantial rewards in terms of professional growth and the opportunity to make a meaningful impact. The learning opportunities are focused on specialization, strategic influence, and holistic design skill development.

💡 Interview Preparation

Strategy Questions:

• Be prepared to discuss how you would approach designing for the "Family Unit," detailing your process for understanding and balancing the needs of aging members and their caregivers.

• Articulate your strategy for mapping and designing the offline-to-online customer journey for a service like Papa's.

• Explain how you would leverage ethnographic research and qualitative data to identify unmet needs in a complex human services context.

• Discuss your approach to building and evolving a scalable, accessible design system for a multi-platform product serving diverse user groups.

• How do you integrate event-driven analytics (like Mixpanel/Amplitude) into your design process to measure success and drive iteration?

Company & Culture Questions:

• Research Papa's mission, values, and recent news. Be ready to explain why you are passionate about their work.

• How do you embody the "people first" and "non-hierarchical" aspects of Papa's culture in your work and collaborations?

Portfolio Presentation Strategy:

• Focus on Systemic Impact: Choose case studies that clearly demonstrate your ability to solve complex, systemic problems rather than isolated UI issues.

• Show, Don't Just Tell: Use visual artifacts (journey maps, service blueprints, wireframes, prototypes) to illustrate your process and solutions.

• Quantify When Possible: Present metrics related to user engagement, conversion, retention, or satisfaction. If quantitative data is limited, use qualitative insights and testimonials to demonstrate impact.

• Highlight Your "Why": Be articulate about your design rationale, connecting your decisions back to user needs, business goals, and technical considerations.

• Address the "Full-Stack" Aspect: Ensure your presentation covers your involvement from research to high-fidelity design and collaboration with engineering.

Challenge Preparation:

• Anticipate a scenario that requires you to design a service or feature for a complex user group (e.g., aging population, caregivers).

• Practice framing the problem, identifying key user segments, outlining critical touchpoints, and proposing design solutions with clear rationale.

• Be ready to discuss how you would measure the success of your proposed solution.

📝 Enhancement Note: The interview preparation emphasizes strategic design thinking, service design expertise, and the ability to communicate effectively with technical leadership. Candidates must be able to demonstrate end-to-end ownership and a data-informed approach.

📌 Application Steps

To apply for this Senior Product Designer (Service Design) position:

• Submit your application through the provided Greenhouse link.

• Curate Your Portfolio: Select your strongest 2-3 projects that exemplify your experience with complex human services, service design, and end-to-end product lifecycle ownership. Ensure these showcase shipped products that solved systemic challenges.

• Tailor Your Resume: Highlight keywords such as "Service Design," "Full-Stack Design," "UX Strategy," "Figma," "User Research," "Ethnographic Studies," "Design Systems," and experience in relevant industries (healthcare, human services). Quantify achievements where possible.

• Prepare Your Narrative: Be ready to articulate your "why" – your passion for Papa's mission and how your skills align with the role's demands. Practice presenting your portfolio case studies, focusing on your process, rationale, and impact.

• Research Papa: Understand their mission, values, target audience, and recent developments to demonstrate genuine interest and cultural fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions based on the provided data. All details should be verified directly with Papa during the application and interview process.