Headquarters, Kentucky, United States · On-site
Risant Health, a nonprofit affiliate of Kaiser Foundation Hospitals, is transforming healthcare by accelerating the adoption of value-based care across community health systems. Headquartered in the Washington, DC area, …
Skills: Service Design, Human-Centered Design, Experience Strategy, Journey Mapping, Ethnographic Research
Headquarters, Kentucky, United States · On-site
$153k–$184k/yr
Risant Health, a nonprofit affiliate of Kaiser Foundation Hospitals, is transforming healthcare by accelerating the adoption of value-based care across community health systems. Headquartered in the Washington, DC area, …
Skills: Product Strategy, Roadmapping, Value-Based Care, Agile Methodology, Stakeholder Management
Headquarters, Kentucky, United States · On-site
$101k–$131k/yr
Risant Health, a nonprofit affiliate of Kaiser Foundation Hospitals, is transforming healthcare by accelerating the adoption of value-based care across community health systems. Headquartered in the Washington, DC area, …
Skills: Program Management, Customer Engagement, Cross-Functional Collaboration, Change Management, Solution Deployment
Washington, District of Columbia, United States · Remote OK
Risant Health, a nonprofit affiliate of Kaiser Foundation Hospitals, is transforming healthcare by accelerating the adoption of value-based care across community health systems. Headquartered in the Washington, DC area, …
Skills: Product Strategy, Stakeholder Management, Medical Cost Analytics, Data Pipeline Design, Data Visualization
Headquarters, Kentucky, United States · Remote OK
$153k–$184k/yr
Risant Health, a nonprofit affiliate of Kaiser Foundation Hospitals, is transforming healthcare by accelerating the adoption of value-based care across community health systems. Headquartered in the Washington, DC area, …
Skills: Product Strategy, Roadmapping, Value-Based Care, OKR Tracking, KPI Analysis
Washington, District of Columbia, United States · Remote OK
$106k–$134k/yr
Risant Health, a nonprofit affiliate of Kaiser Foundation Hospitals, is transforming healthcare by accelerating the adoption of value-based care across community health systems. Headquartered in the Washington, DC area, …
Skills: Epic EHR Configuration, Workflow Analysis, Clinical Informatics, Data Reporting, Epic Implementation
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Lead the design of end-to-end care experiences by translating human insights into actionable product and operational requirements. Oversee the customer insights function to improve clinical quality, health equity, and patient outcomes within value-based care models.
Requires a Bachelor's degree and at least eight years of experience in service design or human-centered design, including five years of team management. Candidates must be proficient in qualitative research, systems thinking, and translating insights into scalable healthcare solutions.
Risant Health, a nonprofit affiliate of Kaiser Foundation Hospitals, is transforming healthcare by accelerating the adoption of value-based care across community health systems. Headquartered in the Washington, DC area, Risant Health partners with nonprofit, community-based systems—starting with Geisinger—to expand access to care that prioritizes health outcomes and affordability.
Backed by nearly 80 years of Kaiser Permanente’s value-based care expertise, Risant Health operates independently to support its portfolio of health systems with shared resources, strategic guidance, and operational support—while preserving their community roots.
The Value-Based Platform (VBP) Product team plays a key role in shaping and delivering solutions that advance aspects of value-based care within Risant Health Organizations (RHOs). The portfolio of solutions drives outcomes – total cost of care reduction, clinical quality improvement, better experiences, health equity and simplicity – to achieve business and financial objectives.
The Customer Insights Lead is a strategic leader responsible for overseeing and leading the shaping of end-to-end care experiences and services through deep human understanding and system-level thinking. This role will serve to steward the development of the function within Risant Health. As such, the Customer Insights Lead will be responsible for setting the direction, growing the team and craft, and where appropriate, involved in the work product directly.
This role connects human insight → service design → solution requirements, ensuring that products, workflows, and care models are grounded in real needs and translated into scalable, operationally viable solutions.
This role operates across three interconnected domains:
Human Insights – uncovering the lived experiences of patients, clinicians, and operators
Service & Experience Design – shaping how care is delivered across the care continuum in journeys and touchpoints
Translation to Solutions – converting insights into clear, actionable requirements that inform product, workflow, and operational design
The Customer Insights Lead ensures that design informs how the system works end-to-end.
Principal Duties & Responsibilities:
Lead End-to-End Service & Experience Design
Oversee the definition and design of future-state care experiences across patient, clinician, and operational journeys, ensuring alignment across digital, clinical, and administrative touchpoints.
Develop journey maps, service blueprints, and experience principles
Identify friction, failure demand, and unmet needs across the system
Design for simplicity, equity, and continuity of care
Drive Human Insight Research, Strategy & Synthesis
Lead execution of qualitative and behavioral insights to inform strategic decisions:
Design and oversee ethnographic, qualitative, and mixed-method research
Surface latent needs, behavioral drivers, and systemic barriers
Translate insights into clear opportunity spaces and design principles
Translate Insight into Product & Operational Requirements
Lead bridging the gap between discovery and delivery by converting insights into structured, actionable inputs:
Define experience requirements, service specifications, and workflow implications
Partner with Product and Engineering to ensure fidelity to human needs
Ensure traceability from insight → design → solution
Shape Cross-Functional Solution Strategy
Act as a strategic partner to Product, Clinical, Technology, Informatics, Analytics and Operational leaders to influence solution direction.
Guide trade-off decisions using human-centered and system-level perspectives
Ensure alignment between experience goals and business/value-based outcomes
Contribute to portfolio-level design strategy
Champion Human-Centered & Equity-Driven Design
Embed human-centered design practices across the organization.
Advocate for designing with—not just for—patients and care teams
Apply an equity lens to identify and mitigate disparities
Build internal capability and external partnerships for service and experience design
Facilitate Co-Design & Alignment
Lead structured collaboration to align stakeholders and co-create solutions.
Facilitate design workshops, journey mapping sessions, and decision forums
Bring diverse voices (clinical, operational, patient) into the design process
Build shared understanding of problems and solutions
Required Qualifications:
Preferred Qualifications:
Additional Information:
Compensation and Benefits: The projected base salary for this position ranges from $XXX,XXX to $XXX,XXX depending on experience and qualifications. This role is also eligible for incentive compensation and a comprehensive benefits package, including wellness programs, retirement savings, and relocation support as applicable.
Join Us! If you are passionate about improving healthcare through innovative solutions and want to make a meaningful impact, we encourage you to apply. Risant Health is an equal opportunity employer committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences. All your information will be kept confidential according to EEO guidelines.
At Risant Health, we're raising the bar for delivering high-quality patient outcomes for millions of people in America.
At Risant Health, we're raising the bar for delivering high-quality patient outcomes for millions of people in America. We're doing this in communities across the country by expanding and accelerating the adoption of #ValueBasedCare. *Disclaimer: Please do not include any medical, personal, or confidential information in your comments. Comments are encouraged; however, Risant Health reserves the right to moderate comments on this page as necessary to prevent medical, personal, and confidential information from being posted on this site. In addition, Risant Health will remove all spam, personal attacks, profanity, and off-topic commentary. Comments containing advertisements about goods or services or announcements about news or events that are not related to Risant Health will be removed.
At Risant Health, we're raising the bar for delivering high-quality patient outcomes for millions of people in America.
At Risant Health, we're raising the bar for delivering high-quality patient outcomes for millions of people in America. We're doing this in communities across the country by expanding and accelerating the adoption of #ValueBasedCare. *Disclaimer: Please do not include any medical, personal, or confidential information in your comments. Comments are encouraged; however, Risant Health reserves the right to moderate comments on this page as necessary to prevent medical, personal, and confidential information from being posted on this site. In addition, Risant Health will remove all spam, personal attacks, profanity, and off-topic commentary. Comments containing advertisements about goods or services or announcements about news or events that are not related to Risant Health will be removed.
