Principal Designer, Product Design

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Summary:   The Principal Designer, Product Design is the founding leader of the discovery and research function within MSO Technology Solutions, responsible for building the operating model that will define how the team understands, validates, and prioritizes problems across the MSO unified technology platform. This role applies deep expertise in human-centered research, Jobs-to-Be-Done discovery, service design, and outcome measurement to drive high-impact decisions across specialty healthcare organizations.   Rather than starting with solutions, this leader starts with problems — translating complex clinical, operational, and business challenges into clear, evidence-based opportunities that inform the MSO platform roadmap, pilot investments, and build/buy/partner decisions. The Principal Designer partners closely with Product Management, Architecture, Engineering, Data & Analytics, Practice Leadership and Physicians to ensure that every major platform initiative is grounded in validated practice needs and tied to measurable outcomes.   As the MSO Technology team matures its discovery capability, this leader will shape the methods, tools, frameworks, and team structure that make rigorous problem discovery a repeatable organizational strength.

Discovery & Research Leadership   Build and lead the discovery and research operating model for MSO Technology Solutions, establishing the methods, tools, and practices that define how the team identifies and validates problems before pursuing solutions.   Lead Jobs-to-Be-Done discovery, stakeholder interviews, contextual inquiry, workflow analysis, and qualitative research with physicians, practice leaders, operational teams, and end users across specialty practices.   Facilitate collaborative workshops, strategy sessions, and service blueprinting engagements with practice leaders, senior leadership, and cross-functional partners.   Develop current-state and future-state service blueprints, journey maps, ecosystem maps, and experience frameworks that surface needs, dependencies, handoffs, pain points, and platform opportunities.   Synthesize qualitative and quantitative findings into clear, actionable insights and recommendations that directly inform the MSO unified technology platform roadmap and investment priorities.   Product & Platform Strategy   Define experience and product strategies that align patient, provider, staff, business, and technology needs to MSO platform capabilities and gaps.   Translate ambiguous clinical, operational, and business challenges into scalable products, service, and workflow opportunities — always leading with the problem before the solution.   Evaluate tradeoffs across build, buy, partner, and pilot scenarios in partnership with product, architecture, engineering, and leadership teams.   Shape future-state platform experiences and product capabilities through human-centered design principles and evidence-based decision-making.   Pilot Design, KPI Measurement & Value Realization   Establish baseline operational, financial, clinical, adoption, and experience metrics before pilots or transformation initiatives launch.   Define pilot hypotheses, KPI frameworks, success criteria, and leading and lagging indicators aligned to strategic objectives.   Partner with Data & Analytics to track KPI performance, adoption, utilization, and realized value over time.   Synthesize pilot results, workflow observations, and stakeholder feedback into leadership-ready readouts that support scale, optimize, continue, or stop decisions.