Senior Product Designer, Customer Experience

We are looking for a Senior Product Designer to join the Customer Experience team, who will build new experiences to help customers drive broader adoption with members and understand and support member needs. You will help our customers improve the overall health, well-being and satisfaction of their employees, prevent burnout, increase productivity, reduce sick absenteeism, and attract and compete for top talent. The candidate will directly impact revenue and customer satisfaction. You will join a cross-functional product team, focused on and measured by outcomes, and empowered to drive KPIs and business results. We have a broad range of design skills on the team and we pride ourselves on a strong culture of experimentation, creativity, and accountability. The challenges on this team should get you excited about uncovering opportunities to address customer needs while ensuring Spring Health as a business continues to be healthy and growing.

What you’ll be doing

• Partner closely with product, engineering, data science, and customer support to identify and ship meaningful and measurable impacts on Spring’s customer experience in alignment with Spring’s product strategy.
• Hone in on the most important and impactful problems to solve and how to solve them. Ship high quality MVPs and stand up totally new products. 
• Leverage data as a tool to help customers better understand and support their employees’ needs. 
• Design solutions to test hypotheses and gain signals for further improvements.
• Help everyone across the organization understand design decisions and progress through high quality documentation and guidance.
• Combine empathy, curiosity, and inspiration to develop truly unique approaches that differentiate Spring and broaden interest in mental health.

What success looks like in this role

• Maintain or increase customer satisfaction 
• Maintain or increase the customer experience’s system usability scale (SUS)
• Maintain or increase customer retention 

What we expect from you

You’ve worked for 5+ years in product design capacity at a technology-driven organization with product managers, data scientists, and engineers, contributing to and leading the design of product experiences with a metrics-driven approach to design.

Impact Driven

• Portfolio work that demonstrates your experience transforming product objectives into solutions that are impactful to the business and users.
• Work with UXR and your team to identify and understand strategic opportunities. Hone in on the most important and impactful problems to solve and how to solve them.

Collaboration & Communication

• Experience partnering closely with Product Management, Engineering, and Data Science, as well as collaborating with external stakeholders such as Customer Support, Marketing and Sales, to create and deliver on a shared vision of success.
• Strong communication skills for articulating, discussing, and advocating for design decisions across the team, cross-functionally and to leadership. High quality documentation and guidance.
• Team-player mindset: what’s good for the team is good for individuals.

Ship Iteratively 

• Solve problems with purpose and urgency. Hold yourself accountable to ambitious yet realistic timelines with high-quality deliverables. 
• Ability to give engineers guidelines so that they can move forward without fully completed designs.
• Use qualitative and quantitative data to experiment and evaluate hypotheses and make decisions quickly.

Expertise in Data Visualization

• Proven experience designing intuitive and actionable data visualizations that tell a clear, relevant story to users, without overwhelming them. 
• Experience in designing solutions that prioritize the customer’s needs, ensuring relevant data is surfaced, easily discoverable and presented to users at the right time.

Deliver high quality designs

• Genuine interest in building accessible and inclusive products. Understanding of latest accessibility and usability standards.
• Comfortable using and contributing to Design Systems.
• Excellence in: information architecture and interaction design. Expertise with Figma and prototyping.
• Multiple examples of your ability to design best in class user interfaces. 
• Love for design: you’re not satisfied with the status quo and always think of ways to improve.

Above all, you are empathetic, genuine, adaptive, resilient and curious. You understand that our product can have a significant impact on real lives and you put users first in every decision you make. 

Nice to have

• Excitement about mental health
• Has worked for a B2B2C company model
• Front-end development skills

The target base salary range for this position is $172,400 - $215,500, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. All benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans are also available.
• Employer sponsored 401(k) match of up to 2%
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary
• We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.