Senior Associate, Experience Design

We are looking for a Senior Associate, Experience Design to join our team! This role will help shape the end-to-end experience of our health coaching program for Medicaid members, ensuring that every interaction between patients, coaches, and systems is intuitive, empathetic, and grounded in real human needs.

What you’ll do

In this Senior Associate, Experience Design role, you will work alongside cross-functional teams to research, prototype, and improve care experiences for Medicaid members and the teams who serve them. You will bring empathy and creativity to every step, ensuring that each touchpoint reflects real human needs and operational realities.

Key areas you’ll add value:

• Conduct interviews and observations with patients, coaches, and clinicians to understand needs and pain points.
• Synthesize qualitative data into clear insights, themes, and journey maps.
• Support prototype design and testing, including conversation guides, digital tools, and workflows.
• Facilitate feedback sessions and usability testing to gather input and refine designs.
• Translate insights into recommendations that inform product, technology, and operations teams.
• Collaborate closely with peers in Population Health, Product, and Clinical Operations to ensure designs are practical and scalable.
• Advocate for patients and frontline teams throughout program design and delivery.
• Help document and share findings that strengthen a culture of learning and empathy across the organization.

What you bring

• 3+ years of experience in experience design, service design, UX research, or related fields
• Bachelor’s degree in Design, Public Health, Psychology, Sociology, Anthropology, Human Factors, or related field; or equivalent practical experience
• Strong interest in healthcare, social impact, and designing for vulnerable populations
• Understanding of human-centered design principles — discovery, prototyping, and iteration
• Excellent communication and storytelling skills; able to make complex ideas clear and actionable
• Curiosity, adaptability, and comfort working in structured and regulated environments
• A background that demonstrates empathy, research capability, and systems thinking

Who we’re looking for

• Deep empathy for both patients and care teams, with the ability to balance compassion and objectivity in design decisions.
• Naturally curious and observant — energized by uncovering real human stories and translating them into tangible improvements.
• Comfortable navigating ambiguity, learning in motion, and iterating quickly in a dynamic environment.
• Equally empathetic and objective; humble, highly conscientious, and a teammate who inspires and motivates others.
• Comfortable with uncertainty and change; self-motivated and directed, with the ability to manage effectively in high-growth, rapidly evolving environments.
• A natural problem solver who thinks critically and strategically while staying hands-on to drive work forward.
• Proactively identifies and resolves risks to execution and delivery, ensuring momentum and clarity.
• Strong representation of Diverge Health’s mission, vision, and values across all dimensions of internal and external interactions.
• Skilled at authentically connecting with people from all walks of life, grounded in empathy and humility.
• Exceptionally organized and clear in communication, building alignment, and trust with key stakeholders.

This is a full-time, exempt, salaried position. Commensurate on candidate experience, the expected base salary range for this role is $90,000 - $105,000. This position is also eligible for an annual performance-based bonus of up to 10%.