• Define and champion customer experience vision, UX principles, and strategic frameworks across brand-level engagements, ensuring experiences balance user needs, business goals, medical accuracy, regulatory requirements, and measurable value.
• Plan, conduct, and/or moderate qualitative and quantitative user research and usability testing, then translate findings, analytics, customer insights, and stakeholder input into clear recommendations and client-ready reports.
• Guide customer journey mapping, ecosystem planning, omnichannel experience mapping, information architecture, and experience architecture across digital and connected touchpoints.
• Develop sitemaps, user flows, personas, page schematics, level-two interaction design, wireframes, prototypes, and form/tool flows for HCP, patient, caregiver, and consumer experiences.
• Write and review functional annotations, functional requirements, URL matrices, responsive behavior notes, interaction rules, staging review notes, and development-ready UX specifications.
• Move insights out of decks and into delivery by translating recommendations into wireframes, design guidance, prototypes, annotations, buildable requirements, and downstream QA criteria.
• Identify friction points, improve navigation systems, optimize journeys, and champion accessibility, inclusive design, and equitable experiences across digital and omnichannel ecosystems.
• Guide creative teams in implementing wireframes and interaction models into polished experiences, offering light visual design, intelligent interaction design, service design, scalable design system, and component guidance where needed.
• Collaborate with in-house, third-party, and client-side development teams to clarify requirements, resolve implementation questions, maintain UX fidelity, and QC staging work for functionality, usability, responsive behavior, ISI/safety handling, overlays, CTAs, forms, links, and user flow integrity.
• Provide strategic guidance for information architecture, semantic page structure, content hierarchy, page intent, SEO/GEO, and experience patterns that support both human users and emerging AI/search behaviors.
• Partner closely with strategy, research, medical, creative, regulatory, analytics, technology, account, project management, media, and client stakeholders; lead workshops, working sessions, executive presentations, and client walkthroughs that create alignment and drive action.
• Mentor UX/CX talent, establish best practices and frameworks, identify opportunities to expand client relationships, and help shape agency thinking around customer experience, healthcare innovation, AI, and emerging technologies.
• Autonomously manage UX workstreams for up to nine active or intermittently active clients, balancing strategic rigor with timelines, launch risk, review cycles, and production realities.
