Customer Insights Lead

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 owns the customer insight and experience strategy, UX research agenda and HCD capability for the Value-Based Platform portfolio, accountable for translating deep human and system-level understanding into solution direction, investment priorities, and measurable value-based outcomes across Risant Health Organizations. As a senior leader on the VBP team, this role establishes and stewards the customer-insight-to-solution operating model — defining how human understanding informs what the portfolio builds, for whom, and to what end.

The Customer Insights Lead sets enterprise direction for how the portfolio understands its patients, clinicians, and operators; shapes cross-portfolio investment and prioritization decisions; and builds the function, capability, and governance required to sustain this work at scale. This role will build a library of design insights that can be leveraged across the enterprise to analyze, trend and publish the impact of solutions on the experience of patients, providers and other persona within Risant Health Organizations. The role is expected to bring the analytical rigor to design research and insights methods and synthesize findings to support product performance and inform strategic direction. The person serving in this role is expected to have experience in accomplishing these responsibilities through proven leadership across a mix of contracted, global, and in-house staffing models. This is a strategic leadership role accountable for portfolio outcomes — total cost of care, clinical quality, experience, equity, and simplicity.

Principal Duties and Responsibilities

Set Customer Insight & Experience Strategy for the Portfolio. Define and own the multi-year strategy for how the VBP portfolio understands and designs for its customers. Establish the priorities, principles, and standards that govern customer insight and experience work across the portfolio and anchor them to business and value-based outcomes.

Solution Performance, Product Direction & Insights Library. Translate customer and system-level insight obtained through UX Research into solution direction, investment priorities, and trade-off decisions at the portfolio level. Develop and curate a library of human insights that can be leveraged to publish and report (internally and externally) the impact of VBP solutions.

Build & Steward the Function and Operating Model. Establish and lead the customer insight and experience function — its operating model, governance, talent, and partner network. Define how insight flows into solution requirements with traceability and accountability and build the organizational capability to sustain this at scale.

Lead Cross-Functional Solution Strategy as a Senior Partner. Operate as a peer to product, clinical, technology, informatics, analytics, and operational leadership, guiding portfolio-level decisions through a human-centered and systems lens. Ensure alignment between experience goals and value-based business outcomes.

Oversee Human Insight & Experience Design Programs. Direct the portfolio’s research and experience design programs, setting standards for quality, rigor, and impact and ensuring the work meets the bar required to inform enterprise decisions.

Champion Human-Centered, Equity-Driven Practice. Embed human-centered and equity-driven practice as an organizational capability. Advocate for designing with — not just for — patients and care teams and build the internal capability and external partnerships needed to advance the discipline across the enterprise.

Required Qualifications: Technical and Interpersonal Competencies

• Setting customer insight and experience strategy across a complex portfolio
• Translating human and system-level insight into solution, investment, and prioritization decisions
• Building and scaling an insight / experience function and operating model
• Systems thinking across clinical, operational, and digital environments
• Connecting experience and design decisions to value-based care outcomes
• Executive influence and cross-functional leadership in complex, matrixed environments
• Establishing governance, standards, and traceability from insight to solution
• Structured synthesis and executive-level communication of complex insight

Preferred Qualifications: Technical Competencies

• Experience setting product or portfolio strategy within healthcare delivery or care models
• Deep familiarity with value-based care, care management, and population health
• Experience building or scaling an insight, research, or experience design function
• Behavioral science frameworks (e.g., COM-B, Health Belief Model)
• Experience influencing product development and investment lifecycles at a leadership level

Required Qualifications: Education and Experience

Education: Bachelor’s Degree in Design, Human-Centered Design, Psychology, Business, or a related field.

Experience: Twelve (12) years in customer insight, experience strategy, service design, or human-centered design, including significant experience setting strategy and influencing solution direction in complex, multi-stakeholder environments.

Supervisory/Management Experience: Eight (8) years leading teams and/or functions, including internal and external/partner teams

Preferred Qualifications: Education and Experience

Education: Master’s Degree in Design Strategy, UX Research, Organizational Development, or a related discipline.

Experience: Demonstrated experience building or leading a function and influencing portfolio-level product, investment, or operational decisions in complex, multi-stakeholder healthcare environments.

Supervisory/Management Experience: Experience establishing and scaling a function from an early stage.

Certification and/or Licensure: Certification in Design Thinking, Human-Centered Design, or similar frameworks.

Other: Experience in healthcare, health tech, value-based care, or service delivery environments.

Compensation and Benefits: The projected base salary for this position ranges from $233,333 to $280,000 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.