Customer Insights Lead

Risant Health•Headquarters, KY

23h

About The Position

Risant Health, a nonprofit affiliate of Kaiser Foundation Hospitals, is transforming healthcare by accelerating the adoption of value-based care across community health systems. Headquartered in the Washington, DC area, Risant Health partners with nonprofit, community-based systems—starting with Geisinger—to expand access to care that prioritizes health outcomes and affordability. Backed by nearly 80 years of Kaiser Permanente’s value-based care expertise, Risant Health operates independently to support its portfolio of health systems with shared resources, strategic guidance, and operational support—while preserving their community roots. The Value-Based Platform (VBP) Product team plays a key role in shaping and delivering solutions that advance aspects of value-based care within Risant Health Organizations (RHOs). The portfolio of solutions drives outcomes – total cost of care reduction, clinical quality improvement, better experiences, health equity and simplicity – to achieve business and financial objectives. The Customer Insights Lead is a strategic leader responsible for overseeing and leading the shaping of end-to-end care experiences and services through deep human understanding and system-level thinking. This role will serve to steward the development of the function within Risant Health. As such, the Customer Insights Lead will be responsible for setting the direction, growing the team and craft, and where appropriate, involved in the work product directly. This role connects human insight → service design → solution requirements, ensuring that products, workflows, and care models are grounded in real needs and translated into scalable, operationally viable solutions. This role operates across three interconnected domains: Human Insights – uncovering the lived experiences of patients, clinicians, and operators; Service & Experience Design – shaping how care is delivered across the care continuum in journeys and touchpoints; Translation to Solutions – converting insights into clear, actionable requirements that inform product, workflow, and operational design. The Customer Insights Lead ensures that design informs how the system works end-to-end.

Requirements

Bachelor’s Degree in Design, Human-Centered Design, Psychology, Business, or related field.
Eight (8) years in service design, experience strategy, or human-centered design.
Five (5) years in managing internal and external design teams.
Service design and journey mapping across complex systems.
Advanced qualitative and ethnographic research methods.
Translating insights into product, workflow, and service requirements.
Systems thinking across clinical, operational, and digital environments.
Experience shaping cross-channel (digital + human) interactions.
Facilitation of complex, cross-functional design efforts.
Ability to connect design decisions to value-based care outcomes.
Structured synthesis and communication of complex insights.

Nice To Haves

Master’s Degree in Design Strategy, UX Research, Organizational Development, or related discipline.
Eight (8) years with demonstrated experience influencing product or operational decisions through design and working in complex, multi-stakeholder environments (healthcare preferred).
Certification in Design Thinking, Human-Centered Design, or similar frameworks.
Experience working in healthcare, health tech, or service delivery environments.
Experience designing within healthcare delivery or care models.
Familiarity with value-based care, care management, and population health.
Behavioral science frameworks (e.g., COM-B, Health Belief Model).
Service blueprinting across clinical and administrative workflows.
Experience working with or influencing product development lifecycles.

Responsibilities

Lead End-to-End Service & Experience Design: Oversee the definition and design of future-state care experiences across patient, clinician, and operational journeys, ensuring alignment across digital, clinical, and administrative touchpoints.
Develop journey maps, service blueprints, and experience principles.
Identify friction, failure demand, and unmet needs across the system.
Design for simplicity, equity, and continuity of care.
Drive Human Insight Research, Strategy & Synthesis: Lead execution of qualitative and behavioral insights to inform strategic decisions.
Design and oversee ethnographic, qualitative, and mixed-method research.
Surface latent needs, behavioral drivers, and systemic barriers.
Translate insights into clear opportunity spaces and design principles.
Translate Insight into Product & Operational Requirements: Lead bridging the gap between discovery and delivery by converting insights into structured, actionable inputs.
Define experience requirements, service specifications, and workflow implications.
Partner with Product and Engineering to ensure fidelity to human needs.
Ensure traceability from insight → design → solution.
Shape Cross-Functional Solution Strategy: Act as a strategic partner to Product, Clinical, Technology, Informatics, Analytics and Operational leaders to influence solution direction.
Guide trade-off decisions using human-centered and system-level perspectives.
Ensure alignment between experience goals and business/value-based outcomes.
Contribute to portfolio-level design strategy.
Champion Human-Centered & Equity-Driven Design: Embed human-centered design practices across the organization.
Advocate for designing with—not just for—patients and care teams.
Apply an equity lens to identify and mitigate disparities.
Build internal capability and external partnerships for service and experience design.
Facilitate Co-Design & Alignment: Lead structured collaboration to align stakeholders and co-create solutions.
Facilitate design workshops, journey mapping sessions, and decision forums.
Bring diverse voices (clinical, operational, patient) into the design process.
Build shared understanding of problems and solutions.