Lead Experience Designer

athenahealth • Boston, MA

4d • $130,000 - $222,000

About The Position

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Why This Role Matters Healthcare data sits behind nearly every clinical and operational decision, and athenahealth plays a leading role in helping providers access and use that data at scale. Imports and Migration are two of the most visible and high-stakes services within this broader data services landscape. From onboarding and data intake to ongoing imports, validation, monitoring, and support, these services must work together as a coherent whole to earn trust and scale reliably. This role exists to bring clarity, direction, and momentum to the seams between systems, services, and people, especially where ownership spans teams, platforms, and operational groups. You’ll help ensure that data services are not only reliable, but predictable, transparent, and increasingly proactive, so care teams can rely on them with confidence, even as complexity grows. When data services work well, clinicians can focus on care instead of systems, teams move faster with less rework, issues are surfaced and resolved earlier, and decisions improve across the organization. This work directly enables doctors to be doctors, making care feel closer, more human, and better supported by the systems behind it. Role Summary As a Lead Experience Designer, you’ll own and shape the end-to-end service experience that enables safe, reliable data migration into athenaOne, powered by our data import capabilities. You’ll set direction across seams, connecting customer experience, internal operations, and platform capabilities into a coherent service model. You’ll design how customers and internal teams request, configure, monitor, and resolve data migrations, connecting customer-facing tools with the operational and technical systems behind them. This is a hands-on Lead IC role focused on a clearly defined service area that plays an outsized role in onboarding success. You’ll establish experience with north stars, ground decisions in research, and use systems thinking to guide teams through complexity and ambiguity. You’ll be expected to use AI as a first-class design lever, both to accelerate design work and to improve how the service itself operates. Over time, you’ll apply the same service design and AI-first mindset to closely related data workflows, including population health and value-based care (VBC) data pipelines, as well as other forms of bulk data movement such as migrations or exports for analytics and reporting, optimizing for system coherence as scope and complexity expand.

Requirements

• 7+ years of experience in UX, service design, or experience design, ideally in complex, data-rich, or regulated domains
• Strong service design skills (journey mapping, blueprinting, systems thinking) paired with hands-on execution ability
• Demonstrated experience working closely with engineers and technical teams in iterative development environments
• A practical point of view on how AI can improve both design practice and user experiences
• Comfort operating in ambiguity, experimenting responsibly, and iterating toward outcomes
• Clear, inclusive communicator who can align diverse stakeholders around user needs, technical realities, and business goals

Nice To Haves

• Healthcare or health tech experience; familiarity with data movement or interoperability concepts (e.g., FHIR, HL7); experience designing population health or VBC workflows; experience designing AI-assisted services.

Responsibilities

• Own the end-to-end service experience for data migration and imports, from initial request and setup through monitoring, issue resolution, and steady-state operation
• Design services, not just screens, by mapping journeys, defining service models, and creating blueprints across people, tools, policies, and systems
• Translate complex technical and operational workflows into clear, confidence-building migration experiences
• Partner closely with product, engineering, data, and operations teams to set shared direction, including participating in and leading visioning exercises with PMs to align on north stars, service models, and longer-term outcomes
• Collaborate effectively with engineers to explore constraints, test solutions, and ensure designs are feasible, scalable, and delivered with quality
• Design and ship high-quality UI and interactions for enterprise workflows using research, prototyping, and testing
• Apply a service design lens to population health and value-based care (VBC) data pipelines
• Contribute to experience design for bulk data movement (e.g., migrations or exports) as priorities evolve
• Use AI-powered tools to accelerate research, synthesis, prototyping, and iteration
• Help shape AI-enabled service capabilities such as guided configuration, intelligent validation, anomaly detection, and clearer diagnostics
• Define and track outcomes such as time to migration readiness, data confidence, issue resolution clarity, system coherence, and customer satisfaction

Benefits

• Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
• We also encourage a better work-life balance for athenistas with our flexibility.
• While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time.
• With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
• In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons.
• We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed