Sr. Director, Digital Clinical Experience

The Sr. Director, Product Customer Experience leads and advances the organization's platforms that support the full care journey across medical clinics, physician practices, and hospital systems. This role oversees patient and provider portal ecosystems, clinical system integrations (including EMR/EHR), and guides a crossfunctional UX team. They are responsible for ensuring that digital tools deliver seamless, intuitive, and highly impactful experiences for clinicians, staff, and patients in real-world care settings.

This leader partners closely with Clinical Operations, IT, Product, Compliance, and Physician Leadership to translate clinical workflows and user needs into digital solutions that improve efficiency, access, and patient outcomes at scale.

• Develop and evolve the digital vision, roadmap, and execution plan for patient and provider experiences across clinics, practices, and hospital departments.
• Ensure digital initiatives support care delivery goals, regulatory requirements, and clinical usability standards.
• Serve as a champion for user-centered clinical design, accessibility, and workflow optimization.
• Align customer experience strategy with organizational goals around patient engagement, clinician efficiency, operational performance, and quality-of-care outcomes.

• Lead the development and enhancement of paper and digital portals for patients, clinicians, and administrative staff-ensuring secure, intuitive, and roleappropriate access to clinical information, results, scheduling, and communication tools.
• Drive EMR/EHR integration strategy to support frictionless workflows, order management, result routing, interoperability, and clinical documentation needs.
• Collaborate with product, engineering, and clinical IT teams to ensure platform scalability, reliability, and regulatory compliance.
• Ensure all ordering and resulting platforms support multi-site clinical operations and hospital-level complexity.

• Manage and mentor a high-performing team of UX designers, digital product managers, EMR integrations managers and service delivery staff.
• Build a culture of innovation, collaboration, and accountability across the digital experience team.
• Maintain consistent digital standards and experience quality across all clinical digital platforms.
• Partner closely with clinical leaders, administrators, technology vendors, and compliance stakeholders to ensure alignment and adoption.
• Work with Legal, Regulatory, and IT Security to uphold privacy, safety, and healthcare compliance standards.

• Use clinical workflow observations, patient feedback, and digital analytics to enhance usability, accessibility, and satisfaction among patients, physicians, nurses, and support staff.
• Drive continuous improvement initiatives grounded in data, user research, and clinical best practices.
• Monitor performance metrics and demonstrate ROI for digital clinical initiatives, including workflow efficiency and patient engagement outcomes.

• 10+ years of experience in customer facing product management, UX leadership, or digital platform ownership, with at least 3 years in a senior leadership role.
• Bachelor's degree in a related field; a graduate degree in Healthcare IT, Health Informatics, or a related discipline is preferred.
• Significant experience working directly with medical clinics, physician practices, or hospital systems, including familiarity with clinical workflows and front-line care delivery.
• Proven success designing or overseeing patient portals, provider tools, or EMR/EHR-integrated systems.
• Strong understanding of user-centered design and design system frameworks.
• Experience navigating HIPAA, healthcare compliance, and clinical data privacy regulations.
• Exceptional communication skills and the ability to influence senior clinical and operational leaders.
• Experience with diagnostics, clinical decision support tools, or specialty care workflows (e.g., oncology, genetics, cardiology) is preferred.
• Familiarity with secure authentication models, consent management, and healthcare digital identity is a plus.

Applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder)

We take geographic location into account when determining base salary to ensure equitable and competitive compensation.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. In hiring and all other employment decisions, we prohibit discrimination and harassment on the basis of any protected characteristic, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

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