Head of Design and End User Research-IT Architect

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Montefiore is ranked among the top hospitals nationally and regionally byU.S. News & World Report. For more than 100 years we have been innovating new treatments, procedures, and approaches to patient care, producing distinctive outcomes and raising the bar for academic medical centers in the region and around the world. Our work to improve health outcomes in underserved communities is unparalleled in the United States.

Montefiore is actively investing in its Digital team to create the future of tech-enabled care delivery and better experiences for patients, clinicians, and operations teams. To support these goals, we are seeking an experienced leader to establish and lead an integrated Design and End-User Research vertical.

The Digital team at Montefiore is responsible for the ideation, development, value delivery, and ongoing evolution of digital products to improve patient access and experience, enable clinicians to focus on delivering care, and provide the tools to allow operational leads to seamlessly conduct their work. Our teams are directly focused on tangible solutions that solve the health system's biggest priorities.

We offer:

The scope of our digital transformation is the full scale of Montefiore Einstein, including 10+ hospitals, hundreds of ambulatory sites, an academic institution, a care management organization, and more. We are seeking and reward creative thinkers who relish solving the toughest challenges in healthcare and derive satisfaction from effectively understanding their end-users and delivering solutions end-users celebrate.

In addition to enormous possibility, we offer a comprehensive benefits package to support your growth and wellbeing. Benefits include:

• 37 paid days off per year, employer contribution to retirement plan, and robust health, dental, and vision insurance
• Opportunities for ongoing professional growth and development
• A collaborative and innovative work environment in which your efforts will improve people's lives
• Enterprise-level exposure to an engaged, supportive executive leadership team

Role summary

Montefiore is seeking an experienced leader with a healthcare background to create a new design and end-user research team and to redesign healthcare experiences. This individual will lead a team responsible for developing a deep understanding of end-user needs and translating those into tangible solutions. This individual is a member of the Digital leadership team and will lead a high-performing user-centered design and research function fully integrated with technology and business teams to solve the biggest priorities for the health system.

Responsibilities

Strategy

• Define the overall design and research vision and strategy-aligned with business goals and user needs-capabilities, KPIs, and blueprint for the team
• Continuously build capabilities, understanding novel industry trends, technologies, and best practices and how to apply them to the health system
• Oversee the end-to-end design process-from research and wireframing to final design, deployment, and continuous assessment and refinement
• Define and establish the tech stack to support core capabilities
• Establish and manage performance of an ecosystem of external partners

UI/UX and end-user research

• Define set of research standards and methodologies for the organization
• Oversee creation of journeys, personas, and solution design
• Lead user design and research initiatives (e.g., user interviews, journey mapping, service blueprint, surveys, usability testing) to inform product strategy, development, deployment, and adoption
• Establish feedback mechanisms from patients, clinicians, operators, and administrative end-users
• Analyze user behavior, feedback, and analytics via a mix of rigorous qualitative and quantitative research, discerning most relevant end-user needs and insights

Operating model

• Define the model for working within technology teams and embedding design and research into the product teams and across the product lifecycle
• Standardize design documentation and best practices
• Define the model for partnering with operational, clinical, and administrative leaders across the health system
• Define the operating model for partnering with external partners, ensuring high quality of output
• Promote agile methodologies within the team

Talent

• Manage and develop a high-performing team
• Set clear goals, performance metrics, and career development paths

Measurement

• Establish consistent KPIs and metrics to assess performance and value delivered by the design and research team
• Create systems to support and enable KPI and metric measurement

Leadership

• Build strong and trusted partnerships with leaders across the organization
• Educate end-users on design and research, conveying the value of design in ways that directly link to business goals and operations

Requirements

The right candidate will have entrepreneurial experience and deep expertise in both UI/UX and end-user research and partnering with product teams to deliver effective outcomes. Important leadership qualities include comfort working with ambiguity, prioritization and operating with a bias to action, ability to create energy and momentum, outstanding communication skills, and expansive knowledge of UI/UX and research methods.

The candidate should have a proven track record of working in and delivering exceptional experiences in healthcare, ideally in hospitals, with a range of end-users. This leader should feel comfortable working collaboratively in an agile environment.

Qualifications:

• Bachelor's degree from and accredited four-year college or university and minimum of 10 years of experience in UI/UX design and user research
• 6+ years leading and growing teams, with a record of building high-performing research and design organizations
• Extensive expertise in UI/UX and end-user research methodologies
• Strong business acumen to discern priority questions to research
• High competency using data to understand end-user behavior and needs
• Experience working with research platforms, survey tools, and healthcare data
• Outstanding communication skills with proven ability to translate complex user insights to stakeholders and actionable product decisions
• Exceptional stakeholder management in a distributed and complex organization
• Track record of building, managing, and developing high-performing team
• Advanced degree in Psychology, Design, or a related field preferred