UX Product Designer, AI & Product Office - Boston, MA or Remote

Requisition Number: 2396386
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
The UX Product Designer, AI & Product Office designs the experience of the AI-enabled products that help the Chief AI & Product Officer (CAIPO) drive Optum Health's enterprise AI-enabled product strategy, Agenix solutions portfolio, and product capability agenda. This role leads research in the field, designs across the channels patients and care teams already use, and designs how AI features behave, including what happens when they are wrong.
This individual is accountable for whether the design changed what it set out to change for the people who use it, measured after launch. The Product Designer designs for the patients hardest to reach, not only the easiest, and works as one team with product, engineering, service design, and clinical partners.
This is a job for a builder. The team is just starting, and you will help build it and shape how it innovates, at the highest level. The office is small today, and that is by design: its leverage is the enterprise AI investment it drives across Optum Health. You will prototype with AI and code tools, test with real users early, and work alongside engineers in what ships.
The AI & Product Office is building a small, cross-functional product team: product management, engineering, product design, service design, deployment, and clinical, working alongside care team members from each local market team. The team embeds with a local Optum Health market team to find problems with the people who do the work, then design, build, deploy, and measure the products that fix them. What the team learns in the first market is written down as the method for the next one.
You'll enjoy the flexibility to work remotely* from anywhere within the U.S., as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.
Primary Responsibilities:
Research

• Conduct research where the work happens: observe and interview patients and care team members where care is delivered, including clinics, practices, and homes, and turn findings into written insights the whole team uses
• Include patients with varied language, literacy, age, disability, and access needs in research, not only the easiest to reach
• Partner with care team members and clinical informaticists as design partners from the first sketch
• Write down what you learn each week so it is reviewed on cadence and turned into decisions

Design

• Design end-to-end experiences across the channels people already use, including in the electronic health record workflow, SMS, voice, and existing portals
• Design how AI features behave: what an agent says and does, how it shows its sources, how a person corrects or overrides it, and what happens when it is wrong or unsure
• Prototype quickly at the fidelity the question needs, including working prototypes built with AI and code tools, and test them with real users before build
• Own the design system for the team's products, aligned with Optum brand and accessibility standards (WCAG), so the next market's team can use it without you

Measure & Improve

• Define experience and usability measures with product and operations, and check after launch whether the design changed what it set out to change
• Work alongside engineering through build and launch, and keep improving the design from what users see after launch
• Partner with the service designer so the product and the workflow around it are designed together
• Partner with technology, data, security, legal, privacy, compliance, care teams, and other stakeholders so every design is responsible, secure, and enterprise-ready
• Raise the AI fluency of the market teams you work with, including showing care teams how to prototype safely with AI tools

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:

• 7+ years of experience designing end-to-end UX/UI experiences for digital products, including user research, interaction design, prototyping, usability testing, and delivery of production-ready designs across web, mobile, conversational, or workflow-based applications
• Recent experience in the healthcare industry (within the last 3 years) and within a large, complex, matrixed organization
• Demonstrated portfolio showing shipped work, the research behind it, and evidence of what changed after launch
• Experience leading field research with users in their own settings
• Ability to use AI tools in your own work today and has built with them: an agent, automation, or large language model tool you designed, built, and ran, at work or as a personal project, including prototypes built with AI
• Proven working knowledge of accessibility standards and designing for diverse users
• Ability to work at the enterprise level and at a single market's level, and to tell which one a given decision belongs to
• Proven solid writing skills: decisions, findings, and disagreements in this office are written down, so the writing is the work
• Proven ability to build cross-functional relationships at all levels of the organization, working as one team with product managers, engineers, and subject-matter experts
• Working proficiency in at least one of the tools this office builds with: Figma or equivalent, GitHub, AI coding or AI agent tools
• Experience as a senior individual contributor: owns hard problems end to end, working across functions to deliver them

Preferred Qualifications:

• Bachelor's degree in Design, Human-Computer Interaction, or a related field, or equivalent experience
• Experience designing for healthcare team workflows inside electronic health records or patient-facing experiences
• Experience designing conversational, voice, or SMS experiences
• Experience designing large language model or agent experiences, including trust, explanation, and error recovery
• Experience designing for Medicare, Medicaid, or other populations with lower digital access.
• Front-end code fluency

Core Competencies

• Building with AI: uses agents and automation to do the job, not only to describe it
• Field research and synthesis
• Multi-channel experience design
• Design for AI behavior and trust
• Rapid prototyping and testing
• Accessibility and inclusive design
• Design systems
• Measuring design outcomes
• Enterprise and market-level judgment

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $112,700 - $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
At UnitedHealth Group, our mission is to help people live healthier lives and help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.
UnitedHealth Group and its affiliated brands are an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.