Senior Product Designer (Service Design)

Papa

15d•Remote

About The Position

Papa is a new kind of care built on human connection. Across the country, health plans and employers look to Papa to provide vital social support by pairing older adults and families with Papa Pals, trained and vetted companions, who provide a helping hand and an open ear, resulting in less loneliness and better health. Founded in 2017 and headquartered in Miami, Papa is backed by Canaan, Tiger Global Management, Comcast Ventures, SoftBank Vision Fund 2, TCG, Initialized Capital, and Seven Seven Six, among other revered institutional and individual investors. We envision a world where no one has to go it alone. Learn more at Papa.com. At Papa, we are building the future of care. We move beyond clinical checklists to focus on the human side of health: companionship, community, and support. As a Senior Product Designer reporting to the CTO, you will be the primary architect of this ecosystem. You will design for a multi-user "Family Unit", balancing the needs of the aging member with the logistical and emotional needs of their primary caregivers. This is a Full-Stack Design role. You are expected to own the entire lifecycle: from deep ethnographic research and service mapping to prototyping and front-end collaboration.

Requirements

10+ Years of experience working on complicated human services (such as healthcare, education, hospitality).
Mastery of Figma is a given.
Ability to lead far upstream of engineering through visual artifacts that guide long term development.
Strong storytelling with the ability to present the why to the CTO and executive leadership, defending design decisions with a mix of empathy and technical logic.
A portfolio showing large-scale, shipped products that solved complex systemic problems.
Design: Figma (Expert).
Research: UserTesting, Dovetail, HotJar/FullStory.
Analytics: Mixpanel, Segment, Amplitude.
AI: Any of a variety of new AI native tools that help you be the best version of yourself.
Service: Miro, LucidChart, Figjam for complex journey mapping and service blueprints.

Nice To Haves

Experience with direct to consumer products.
Familiarity with CMS frameworks and HIPAA compliance.
Experience in "Age Tech" or family-caregiver platforms is a major plus.
Experience building referral systems and self-pay funnels where trust-building is the primary goal and organic growth is the outcome.

Responsibilities

Service Design: Architect the offline-to-online journey. Map how a digital request becomes a human connection at a member’s front door.
The Family Unit Persona: Develop complex UX models for multiparty interactions (typically patients and their family caregivers) to coordinate support.
Direct-to-Consumer (DTC) Systems: Lead the design of our self-pay and referral-driven experiences, optimizing for conversion while maintaining a warm personal care brand feel.
Program Design: Design services that include multiple actors (Pals, members, calling agents) creating measurable outcomes for our members and their families.
High-Fidelity Prototyping: Build functional prototypes (using tools like Figma, Framer, Webflow, Claude Code or others) that demonstrate complex logic, not just transitions.
Design Systems: Evolve and maintain a robust, accessible (WCAG 2.1+) design system that scales across mobile and web with full compliance for aging populations.
Engineering Transitions: Lead technical conversations by coordinating meetings with key engineering stakeholders to explain design decisions.
Discovery & Research: Participate in qualitative user research and ethnographic studies with members, Pals, and family caregivers to identify unmet needs.
Workshop Facilitation: Run cross-functional "Design Sprints" and co-creation workshops with Engineering, Data, Product, Operations, and Health Plan partners to align on product vision.
Data-Informed Iteration: Translate research insights and Medicare-specific health outcomes data into actionable design improvements.
Event-Driven Analytics: Partner with the CTO to operate as a subject matter expert in measuring the member experience and journey (using supportive tools like Mixpanel or Amplitude). You identify which design patterns drive long-term member retention.
Rapid Iteration: Working with your product partners use analytics and research gained insights to recommend feature changes and A/B testing to drive experience, retention and growth.