Staff Product Designer, Provider CRM & Prospect Management
About The Position
Headway's mission is to fix the mental healthcare system by building a new system that everyone can access. They have automated the administrative work of credentialing, claims, and payment reconciliation for mental health providers. Over 75,000 providers use their software, serving over 1 million patients. Headway is building tools for therapists to run their entire practice, improving the experience of finding a therapist, and investing in platform foundations for scale. They are a Series D company with over $325M in funding. This role will lead the design of the provider CRM, transforming the client list into a prospect pipeline. It involves building an AI layer to act as a front desk and scheduling assistant, handling inquiries, booking appointments, and following up. The design team at Headway is AI-first, expecting designers to use AI tools for prototyping and development.
Requirements
- 8+ years of product design experience.
- Significant experience with CRM, pipeline, operational, or marketplace product work.
- Experience with 0→1 product development, defining new product surfaces.
- Comfort with ambiguity and situations where requirements are not yet defined.
- Ability to think in funnels, diagnose drop-off, and understand metric-driven design changes.
- Systems thinking ability to manage complex, multi-actor experiences (provider, prospect, patient, scheduling, eligibility).
- Experience designing agentic or AI-powered workflows (conversational flows, intelligent automation, replacing manual processes with AI).
- Strong visual and interaction design craft.
- Comfort with AI prototyping tools (Claude Code, Cursor, MagicPatterns) as a core part of the workflow.
- Desire to make a meaningful difference in people's lives.
Responsibilities
- Own the provider CRM experience from prospect to active patient.
- Lead the design of the client list as a prospect pipeline, defining stages, status, drop-off signals, and provider actions.
- Design an AI front desk and scheduling assistant to handle inquiries, booking, and follow-up.
- Define new interaction patterns, trust signals, and automation boundaries for the AI assistant, including error handling.
- Design for diverse provider types (practice starters, veterans, therapists, prescribers, solo practitioners, group practices) without fragmenting the experience.
- Utilize AI tools like Claude.ai for problem space clarification, data understanding, and assumption testing.
- Prototype with AI tools like Claude Code/Cursor and MagicPatterns to build and iterate on flows and IAs.
- Partner with product and engineering to determine when to move into production.
- Conduct research with providers to validate solutions, understand prospect acquisition, conversion issues, and the impact of automation.
- Contribute to the design system and culture, sharing AI practices, prompts, and patterns.
Benefits
- Equity compensation
- Medical, Dental, and Vision coverage
- HSA / FSA
- 401K
- Work-from-Home Stipend
- Therapy Reimbursement
- 16-week parental leave for eligible employees
- Carrot Fertility annual reimbursement and membership
- 13 paid holidays each year
- Holiday Break during the week between December 25th and December 31st
- Flexible PTO
- Employee Assistance Program (EAP)
- Training and professional development
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
