Senior Product Designer (Service Design)

At Papa, we are building the future of care. We move beyond clinical checklists to focus on the human side of health: companionship, community, and support. As a Senior Product Designer reporting to the CTO, you will be the primary architect of this ecosystem. You will design for a multi-user "Family Unit", balancing the needs of the aging member with the logistical and emotional needs of their primary caregivers.

This is a Full-Stack Design role. You are expected to own the entire lifecycle: from deep ethnographic research and service mapping to prototyping and front-end collaboration.
Experience & Service Architecture

• Service Design: Architect the offline-to-online journey. Map how a digital request becomes a human connection at a member’s front door.
• The Family Unit Persona: Develop complex UX models for multiparty interactions (typically patients and their family caregivers) to coordinate support.
• Direct-to-Consumer (DTC) Systems: Lead the design of our self-pay and referral-driven experiences, optimizing for conversion while maintaining a warm personal care brand feel.
• Program Design: Design services that include multiple actors (Pals, members, calling agents) creating measurable outcomes for our members and their families.

Technical Product Design

• High-Fidelity Prototyping: Build functional prototypes (using tools like Figma, Framer, Webflow, Claude Code or others) that demonstrate complex logic, not just transitions.
• Design Systems: Evolve and maintain a robust, accessible (WCAG 2.1+) design system that scales across mobile and web with full compliance for aging populations.
• Engineering Transitions: Lead technical conversations by coordinating meetings with key engineering stakeholders to explain design decisions.

Research & Workshop Leadership

• Discovery & Research: Participate in qualitative user research and ethnographic studies with members, Pals, and family caregivers to identify unmet needs.
• Workshop Facilitation: Run cross-functional "Design Sprints" and co-creation workshops with Engineering, Data, Product, Operations, and Health Plan partners to align on product vision.
• Data-Informed Iteration: Translate research insights and Medicare-specific health outcomes data into actionable design improvements.

Technical Measurement & Optimization

• Event-Driven Analytics: Partner with the CTO to operate as a subject matter expert in measuring the member experience and journey (using supportive tools like Mixpanel or Amplitude). You identify which design patterns drive long-term member retention.
• Rapid Iteration: Working with your product partners use analytics and research gained insights to recommend feature changes and A/B testing to drive experience, retention and growth.

• 10+ Years of experience working on complicated human services (such as healthcare, education, hospitality).
• Mastery of Figma is a given.  
• Ability to lead far upstream of engineering through visual artifacts that guide long term development.
• Strong storytelling with the ability to present the why to the CTO and executive leadership, defending design decisions with a mix of empathy and technical logic.
• A portfolio showing large-scale, shipped products that solved complex systemic problems.

Technical Toolkit

• Design: Figma (Expert).
• Research: UserTesting, Dovetail, HotJar/FullStory.
• Analytics: Mixpanel, Segment, Amplitude.
• AI: Any of a variety of new AI native tools that help you be the best version of yourself.
• Service: Miro, LucidChart, Figjam for complex journey mapping and service blueprints.

• Experience with direct to consumer products.
• Familiarity with CMS frameworks and HIPAA compliance. 
• Experience in "Age Tech" or family-caregiver platforms is a major plus.
• Experience building referral systems and self-pay funnels where trust-building is the primary goal and organic growth is the outcome.

Remote US

• Competitive salary and equity package
• Medical, dental and vision insurance coverage
• HSA/FSA
• 401(k) plan with a match up to 4%
• Flexible PTO
• Parental leave and caregiver leave

Papa’s culture is people first. While we have an incredible team of hard-working Papa people, at the end of the day, our company is really about community – and we celebrate that among our employees. We encourage everyone to bring their whole authentic selves to work. To be transparent. To be non-hierarchical. And, above all, to be a really good person.

We see ourselves as a place where every Papa employee feels they belong, a place where careers flourish, a place that brings back purpose and joy to work, a culture where visionaries/entrepreneurs are developed.

Papa is an equal opportunity employer. We proudly support the ParityPledge® for gender and racial parity at the highest levels of business.