Principal Experience Designer

Job Description Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Join athenahealth's quest to make healthcare work the way it should. Our health is incredibly precious, and people in need of health care are often at their most fragile. Yet the function and experience of healthcare continues to fall far behind the innovative services we receive in other more frivolous parts of our lives. athenahealth is looking for a Principal Experience Designer who can dive into complex design challenges and create solutions to help transform the healthcare industry. If you're a talented, innovative, and strategic designer, motivated to make a difference in healthcare, then we want to talk to you. Help us break through all the red tape and transform everyone's experience of a visit to the doctor, a trip to the emergency room, or a lifetime with a chronic illness. About the Team The Data Services Zone in athenahealth's Data and Ecosystem Platform is a central pillar responsible for managing the import, export, and processing of bulk data to enable seamless data flow across internal systems and external partners. It supports critical functions including ingestion of diverse data sources, secure storage, efficient processing pipelines, and export capabilities that facilitate data access for analytics, reporting, and ecosystem APIs. A key focus area is enabling value-based care by providing comprehensive, timely data that powers clinical decision-making, performance measurement, and care management programs. This zone ensures that bulk data transfers, such as claims, clinical, and financial data, are handled with scalability, governance, and operational stability. By driving service maturity and aligning with athenaOne's tech strategy, the Data Services Zone fosters integration, transparency, and collaboration across teams while supporting innovation and high-quality business outcomes in healthcare delivery. The Challenge: Make data feel simple. Make care feel closer. Data in healthcare is growing fast. AI is reshaping how teams work. We're hiring builders who lean into change and turn complex systems into clear experiences. If you want your craft to help patients and clinicians at scale, this is the right place. Role Summary Own the end-to-end experience of our data services. Design journeys that connect frontstage UI to backstage process. Use AI where it saves time, reduces toil, and builds trust. Keep the service simple to start, easy to operate, and honest when things go wrong. What You Will Do Set the Vision . Define the north star for data requests, delivery, and support. . Turn vision into patterns, roadmaps, and simple rules teams can use. Design the Service . Map journeys and service blueprints that align people, tools, and policy. . Keep touchpoints consistent across UI, content, SLAs, and handoffs. Lead with AI . Bring AI into setup, monitoring, and resolution with measurable wins. . Pilot assistants for guided configuration, anomaly alerts, and smart runbooks. Strengthen Operations . Simplify intake and configuration. Tighten incident and change flows. . Clarify ownership and handoffs so teams move faster with confidence. Standardize Interoperability . Create usable patterns for FHIR Bulk, HL7, CCDA, and API-first delivery. . Plan versioning, change intake, and deprecation so clients stay stable. Measure Outcomes . Own a scorecard: time to first data, freshness, completeness, latency, MTTR, CSAT. . Build views that help teams see risk early and act quickly. What You Bring . 10+ years in UX or service design, with 3+ in data-heavy or platform work . Portfolio with end-to-end service outcomes . Service craft: journeys, blueprints, IA, content, ops playbooks . Hands-on with AI tools and assistive workflow patterns . Interop awareness: FHIR, HL7, CCDA basics . Metrics mindset: comfortable setting and moving KPIs . Clear communicator and facilitator across ICs and leaders What Will Set You Apart . Shipped smart workflows that reduced toil or time to value . Improved incident and change lifecycles in complex systems . Built data visibility that drove better decisions for ops and clients . Healthcare experience is a plus -