Product Designer, AI and Product Office - Boston, MA or Remote

UnitedHealth Group•Boston, MA

1d•$112,700 - $193,200•Remote

About The Position

The Product Designer, AI & Product Office designs the experience of the AI-enabled products that help the Chief AI & Product Officer (CAIPO) drive Optum Health's enterprise AI-enabled product strategy, Agenix solutions portfolio, and product capability agenda. This role leads research in the field, designs across the channels patients and care teams already use, and designs how AI features behave, including what happens when they are wrong. This individual is accountable for whether the design changed what it set out to change for the people who use it, measured after launch. The Product Designer designs for the patients hardest to reach, not only the easiest, and works as one team with product, engineering, service design, and clinical partners. This is a job for a builder. The team is just starting, and you will help build it and shape how it innovates, at the highest level. The office is small today, and that is by design: its leverage is the enterprise AI investment it drives across Optum Health. You will prototype with AI and code tools, test with real users early, and work alongside engineers in what ships. The AI & Product Office is building a small, cross-functional product team: product management, engineering, product design, service design, deployment, and clinical, working alongside care team members from each local market team. The team embeds with a local Optum Health market team to find problems with the people who do the work, then design, build, deploy, and measure the products that fix them. What the team learns in the first market is written down as the method for the next one. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

Requirements

7+ years of product design experience shipping digital products used by real users
Experience in the healthcare industry and/or within a large, complex, matrixed organization
Experience leading field research with users in their own settings
Experience using AI tools in your own work today and has built with them: an agent, automation, or large language model tool you designed, built, and ran, at work or as a personal project, including prototypes built with AI
Works as a senior individual contributor: owns hard problems end to end, working across functions to deliver them
Working knowledge of accessibility standards and designing for diverse users
Working proficiency in the tools this office builds with: Figma or equivalent, GitHub, and AI coding and agent tools
Proven portfolio showing shipped work, the research behind it, and evidence of what changed after launch
Demonstrated ability to work at the enterprise level and at a single market's level, and to tell which one a given decision belongs to
Proven ability to build cross-functional relationships at all levels of the organization, working as one team with product managers, engineers, and subject-matter experts
Proven solid writing: decisions, findings, and disagreements in this office are written down, so the writing is the work

Nice To Haves

Bachelor's degree in Design, Human-Computer Interaction, or a related field, or equivalent experience
Experience designing for healthcare, including care team workflows inside electronic health records or patient-facing experiences
Experience designing conversational, voice, or SMS experiences
Experience designing large language model or agent experiences, including trust, explanation, and error recovery
Experience designing for Medicare, Medicaid, or other populations with lower digital access
Front-end code fluency

Responsibilities

Conduct research where the work happens: observe and interview patients and care team members where care is delivered, including clinics, practices, and homes, and turn findings into written insights the whole team uses
Include patients with varied language, literacy, age, disability, and access needs in research, not only the easiest to reach
Partner with care team members and clinical informaticists as design partners from the first sketch
Write down what you learn each week so it is reviewed on cadence and turned into decisions
Design end-to-end experiences across the channels people already use, including in the electronic health record workflow, SMS, voice, and existing portals
Design how AI features behave: what an agent says and does, how it shows its sources, how a person corrects or overrides it, and what happens when it is wrong or unsure
Prototype quickly at the fidelity the question needs, including working prototypes built with AI and code tools, and test them with real users before build
Own the design system for the team's products, aligned with Optum brand and accessibility standards (WCAG), so the next market's team can use it without you
Define experience and usability measures with product and operations, and check after launch whether the design changed what it set out to change
Work alongside engineering through build and launch, and keep improving the design from what users see after launch
Partner with the service designer so the product and the workflow around it are designed together
Partner with technology, data, security, legal, privacy, compliance, care teams, and other stakeholders so every design is responsible, secure, and enterprise-ready
Raise the AI fluency of the market teams you work with, including showing care teams how to prototype safely with AI tools