Papa

Senior Product Designer, Service Design

Papa

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Architect the offline-to-online journey. Map how a digital request becomes a human connection at a member’s front door.
  • Develop complex UX models for multiparty interactions (typically patients and their family caregivers) to coordinate support.
  • Lead the design of our self-pay and referral-driven experiences, optimizing for conversion while maintaining a warm personal care brand feel.
  • Design services that include multiple actors (Pals, members, calling agents) creating measurable outcomes for our members and their families.
  • Build functional prototypes (using tools like Figma, Framer, Webflow, Claude Code or others) that demonstrate complex logic, not just transitions.
  • Evolve and maintain a robust, accessible (WCAG 2.1+) design system that scales across mobile and web with full compliance for aging populations.
  • Lead technical conversations by coordinating meetings with key engineering stakeholders to explain design decisions.
  • Participate in qualitative user research and ethnographic studies with members, Pals, and family caregivers to identify unmet needs.
  • Run cross-functional "Design Sprints" and co-creation workshops with Engineering, Data, Product, Operations, and Health Plan partners to align on product vision.
  • Translate research insights and Medicare-specific health outcomes data into actionable design improvements.
  • Partner with the CTO to operate as a subject matter expert in measuring the member experience and journey (using supportive tools like Mixpanel or Amplitude). You identify which design patterns drive long-term member retention.
  • Use analytics and research gained insights to recommend feature changes and A/B testing to drive experience, retention and growth.

Requirements

  • 10+ Years of experience working on complicated human services (such as healthcare, education, hospitality).
  • Mastery of Figma is a given.
  • Ability to lead far upstream of engineering through visual artifacts that guide long term development.
  • Strong storytelling with the ability to present the why to the CTO and executive leadership, defending design decisions with a mix of empathy and technical logic.
  • A portfolio showing large-scale, shipped products that solved complex systemic problems.
Benefits
  • Competitive salary and equity package
  • Medical, dental and vision insurance coverage
  • HSA/FSA
  • 401(k) plan with a match up to 4%
  • Flexible PTO
  • Parental leave and caregiver leave
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
UX designprototypingA/B testingdesign system developmentuser researchqualitative researchdata analysisinteraction designconversion optimizationaccessibility compliance
Soft Skills
storytellingleadershipempathycommunicationcollaborationproblem-solvingstakeholder managementpresentation skillsstrategic thinkingfacilitation