Note: The job is a remote job and is open to candidates in USA. Cencora is a healthcare company focused on creating healthier futures for people and animals. The Principal Designer, Product Design will lead the discovery and research function within MSO Technology Solutions, shaping methods and operating models for human-centered research, service design, and outcome measurement. The role will translate complex healthcare challenges into evidence-based product and platform strategies, pilot decisions, and measurable outcomes while mentoring designers and influencing senior leaders.
Responsibilities
- Build and lead the discovery and research operating model for MSO Technology Solutions, establishing the methods, tools, and practices that define how the team identifies and validates problems before pursuing solutions
- Lead Jobs-to-Be-Done discovery, stakeholder interviews, contextual inquiry, workflow analysis, and qualitative research with physicians, practice leaders, operational teams, and end users across specialty practices
- Facilitate collaborative workshops, strategy sessions, and service blueprinting engagements with practice leaders, senior leadership, and cross-functional partners
- Develop current-state and future-state service blueprints, journey maps, ecosystem maps, and experience frameworks that surface needs, dependencies, handoffs, pain points, and platform opportunities
- Synthesize qualitative and quantitative findings into clear, actionable insights and recommendations that directly inform the MSO unified technology platform roadmap and investment priorities
- Define experience and product strategies that align patient, provider, staff, business, and technology needs to MSO platform capabilities and gaps
- Translate ambiguous clinical, operational, and business challenges into scalable products, service, and workflow opportunities — always leading with the problem before the solution
- Evaluate tradeoffs across build, buy, partner, and pilot scenarios in partnership with product, architecture, engineering, and leadership teams
- Shape future-state platform experiences and product capabilities through human-centered design principles and evidence-based decision-making
- Establish baseline operational, financial, clinical, adoption, and experience metrics before pilots or transformation initiatives launch
- Define pilot hypotheses, KPI frameworks, success criteria, and leading and lagging indicators aligned to strategic objectives
- Partner with Data & Analytics to track KPI performance, adoption, utilization, and realized value over time
- Synthesize pilot results, workflow observations, and stakeholder feedback into leadership-ready readouts that support scale, optimize, continue, or stop decisions
- Identify opportunities for new products, automation, agentic workflows, and AI-enabled capabilities that improve specialty practice performance on the MSO platform
- Assess desirability, feasibility, viability, risk, and adoption readiness for emerging technologies and internally built capabilities
- Influence investment decisions by connecting practice problems, user needs, platform opportunities, technical options, and measurable value
- Serve as the functional leader of the discovery and research discipline within MSO Technology Solutions — establishing standards, frameworks, and operating practices that scale as the team grows
- Mentor designers and cross-functional partners; contribute to future design team structure, talent planning, and career development within the Product Design discipline
- Communicate design positions, risks, tradeoffs, and strategic recommendations to senior leaders and external partners with clarity and confidence
Skills
- Bachelor's degree in Design, Human-Computer Interaction, Human-Centered Design, Service Design, Business, Healthcare Administration, or a related field; equivalent experience considered
- 8+ years of experience in Product Design, UX Strategy, Service Design, Experience Research, Product Strategy, or a closely related discipline
- Demonstrated expertise in human-centered research, Jobs-to-Be-Done discovery, service design, and facilitation of complex, senior stakeholder groups
- Experience defining KPIs, measurement frameworks, and outcome evaluation approaches for pilots, products, or transformation initiatives
- Ability to synthesize complex qualitative and quantitative data into executive-level insights, recommendations, and decision support materials
- Strong communication, storytelling, workshop facilitation, systems thinking, and executive presentation skills
- Experience in healthcare, specialty physician practices, management services organizations, healthcare technology, or operational transformation
- Experience evaluating AI-enabled solutions, automation capabilities, vendor solutions, or emerging technology pilots
- Experience building or leading a research or discovery function, including mentoring practitioners and contributing to standards and governance
Benefits
- Medical, dental, and vision care
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Training programs
- Professional development resources
- Mentorship programs
- Employee resource groups
- Volunteer activities
Company Overview