About the role
Location: TGH Main Campus
The UX Designer: Consumer Experience is the primary consumer research, analytics, and experience design resource for the Consumer Insights & Experience Design Strategy team. The role works to understand the experiences, needs, expectations, and preferences of patients, families, caregivers, visitors, and community members. It then turns that understanding into insights the organization can act on. The position uses two kinds of input: Direct engagement: interviews, focus groups, observations, journey mapping, Patient and Family Advisory Council (PFAC) engagement, and Voice of the Customer activities. Feedback and operational data: patient experience surveys, complaints, grievances, service recovery data, accessibility observations, and operational metrics. From these sources, the role identifies patterns, barriers, and opportunities across the patient journey. It produces research findings, dashboards, journey maps, visualizations, and design artifacts that help leaders understand consumer needs and prioritize improvements. As a strategic partner to clinical, operational, and administrative leaders, the UX Designer advances human-centered design and data-informed decision-making across the organization.
Essential Functions:
- Plan, conduct, and lead consumer research, including interviews, focus groups, observations, listening sessions, surveys, and other Voice of the Customer initiatives.
- Oversee Patient and Family Advisory Council (PFAC) engagement and other consumer partnerships so that diverse perspectives are represented in improvement efforts.
- Facilitate journey mapping, co-design sessions, and experience assessments to find opportunities, barriers, and unmet consumer needs.
- Collect, combine, and analyze qualitative and quantitative data from patient experience surveys, complaints, grievances, service recovery, accessibility, PFAC, consumer research, and operational sources.
- Identify themes, trends, and improvement opportunities across all feedback channels, and turn them into actionable insights and recommendations.
- Create journey maps, service blueprints, personas, dashboards, and data visualizations that show consumer experiences across the continuum of care.
- Develop and maintain standard methods for consumer research, experience analytics, reporting, and insight generation.
- Monitor and evaluate experience performance indicators, emerging trends, and changing consumer needs.
- Prepare executive presentations, research summaries, strategic briefs, and service-line insight reports for leadership.
- Help prioritize and evaluate experience improvement opportunities through data-informed analysis and measurement of results.
- Partner with clinical, operational, administrative, research, accessibility, and patient experience teams to build consumer perspectives into planning and improvement initiatives.
- Support co-design, stakeholder engagement, and human-centered design projects across service lines.
Education Qualifications:
- Bachelor’s Degree Healthcare Administration
- Bachelor’s Degree Public Health
- Bachelor’s Degree Communications
- Bachelor’s Degree Data Analytics
- Bachelor’s Degree Psychology
- Bachelor’s Degree Business
- Bachelor’s Degree Related Field
Experience Qualifications:
- Five (5) years of experience in consumer research, user experience, customer or patient experience, healthcare analytics, consumer insights, business intelligence, community engagement, quality improvement, or a related field.
- Experience conducting interviews, focus groups, surveys, and other research activities to gather and synthesize insights into actionable recommendations.
- Experience developing presentations, reports, and stakeholder communications; facilitation of workshops, journey mapping sessions, or advisory councils.
- Experience analyzing qualitative and quantitative data, including survey data, consumer feedback, and patient experience metrics, and building dashboards and reports.
- Experience with journey mapping or service design methods, and facilitating workshops, co-design sessions, or advisory councils.
Skills and Abilities:
- Knowledge of qualitative and quantitative research methodologies.
- Knowledge of patient experience and healthcare service delivery principles preferred.
- Strong facilitation, communication, and relationship-building skills.
- Strong organizational and project management skills.
- Ability to work collaboratively with diverse stakeholders and multidisciplinary teams.
- Strong written, verbal, and presentation skills.
- Ability to manage multiple projects and deadlines simultaneously.
TGH Main Campus (TGHMAIN)
1 Tampa General Circle
Tampa, 33601