Responsibilities

- Design adaptive experience journeys for healthcare products that leverage Facets capabilities to create intuitive interactions for members providers and internal operations teams focusing on measurable improvements in usability and process efficiency
- Collaborate with product owners business analysts and architects to translate healthcare and payer requirements into detailed experience flows wireframes and interaction specifications that support compliant and scalable solutions
- Conduct end to end research and discovery activities including stakeholder interviews workflow analysis and heuristic reviews to identify experience pain points across Facets based processes and recommend targeted design enhancements
- Develop and maintain detailed experience maps for eligibility claims billing and customer service scenarios within healthcare product ecosystems ensuring that each touchpoint is clear efficient and aligned with regulatory expectations
- Create high fidelity prototypes and interaction models that can be validated with business teams and end users enabling data driven decisions on experience refinements before development investments are made
- Partner with engineering teams to ensure accurate implementation of experience designs across Facets configurations portals and ancillary systems by providing clear specifications behavior notes and acceptance criteria
- Define and track experience success metrics such as task completion time error reduction call deflection and member satisfaction to demonstrate the impact of design decisions on business outcomes and societal value in healthcare access




- Coordinate usability evaluations and experience walkthroughs for payer workflows and member service journeys gathering structured feedback and iterating designs to enhance clarity accessibility and operational effectiveness
- Align adaptive experience patterns with enterprise design standards accessibility guidelines and healthcare compliance requirements to ensure solutions remain consistent scalable and safe for all user groups
- Document experience guidelines usage patterns and reusable components specific to Facets and healthcare product contexts so future initiatives can benefit from established best practices and reduce design cycle times
- Collaborate with data and analytics teams to interpret behavioral signals and operational metrics from production environments and use insights to prioritize enhancements that improve member engagement and reduce friction in service interactions
- Support change management and training activities by preparing clear experience narratives and visual aids that help business and operations teams understand new workflows and adopt improved digital journeys with confidence




- Participate in roadmap discussions and release planning sessions to advocate for experience centered priorities that align with organizational purpose of improving healthcare outcomes and delivering accessible services to communities

Qualifications

- Bring strong experience working on healthcare products with hands on exposure to Facets configuration and workflows enabling effective translation of complex business rules into transparent and adaptive experiences
- Demonstrate solid understanding of payer domain concepts such as benefits administration claims processing authorization and member services which helps create relevant and efficient journeys for diverse user groups
- Apply advanced skills in user experience design research and interaction modeling to structure healthcare information in a way that is easy to navigate and supports timely decision making for members and staff
- Use familiarity with hybrid work environments and cross functional collaboration tools to maintain effective communication with distributed stakeholders and ensure continuity of design activities across onsite and remote settings
- Exhibit strong analytical and problem solving abilities by reviewing operational data call drivers and error trends to identify priority areas for experience improvement and propose actionable design solutions
- Leverage working knowledge of modern prototyping tools and documentation methods to deliver clear artifacts that can be easily understood by business technology and quality assurance partners
- Show awareness of regulatory and compliance expectations in healthcare contexts and incorporate these considerations into every design decision to safeguard member information and promote responsible service delivery

📌 Adaptive Experience Designer (Chennai)
🏢 Cognizant Technology Solutions India
📍 Chennai