Vice President Experience Design

Tia

Région

N/A

About Us: 

Founded in 2017 by Carolyn Witte and Felicity Yost, Tia is the modern medical home for women. We are trailblazing a new paradigm for women’s healthcare that treats women as whole people vs. parts or life stages.  Blending in-person and virtual care services, Tia’s “Whole Woman, Whole Life” care model fuses gynecology, primary care, mental health and evidence-based wellness services to treat women comprehensively. By making women’s health higher quality and lower cost, Tia makes women healthier, providers happier, and the business of care delivery stronger — setting a new standard of care for women everywhere.

Tia has raised more than $132 Million in venture capital funding to date, including a recent $100 Million Series B investment, one of the largest early-stage rounds ever for a healthcare company focused on women. Tia has ambitious plans to scale its “whole-woman, whole-life” model to more than 100,000 women by 2023. We’ll do this by growing virtual and in-person operations in existing and new markets while expanding its service lines to care for women throughout their entire lives -- from puberty to menopause. Since launching in 2017, Tia has grown to serve thousands of women aged 18-80 with blended in-person and virtual care in New York City, Los Angeles, Phoenix and soon San Francisco. 

We’re building a world class team to reimagine women’s healthcare. We’re an interdisciplinary team of clinicians, researchers, designers, technologists and operators who have seen firsthand how broken the healthcare system is for women. We’re united by a powerful mission to enable every woman to achieve optimal health, as defined by herself, as well as a shared set of values and principles that define our business, products, and culture. 

Tia is building a culture of excellence — in people, process and product. This is our northstar value; 

What is excellence, exactly?

Excellence about constantly elevating yourself, it is the process of constantly striving to perform to the best of your abilities, and identifying your top potential through constant learning, experimentation and evolution. Excellence is not about achieving perfection, as that insinuates a pinnacle. Instead, in our terms, excellence is about the pursuit of constant improvement. We’re looking for people who want to go on that hard journey of constantly setting new personal records, and organizational records. 

We practice excellence at Tia by demonstrating the following types of behaviors: We chose (and actively choose) excellence as Tia’s highest order value because it crystalizes into one word several behaviors that we hold dear, specifically:

A drive to constantly improve through experimentation, reflection. and an insatiable growth mindset — said another way, we’re energized by the possibility of invention, innovation, and iteration

Being present in and grateful for the journey — not just the goal line. Perfection is static. Excellence is a process (more on this important distinction below)

Asking why, then why again — because accepting “this is just the way it is” is not good enough

Grit & perseverance — a maker mentality that involves “rolling up your sleeves”, but also deep care for oneself and for others

A commitment to uncovering talents to unlock “rock star” potential across every individual

Furthermore, excellence reflects the “bigness” and the “boldness” of Tia’s mission and vision — a world in which every woman can achieve optimal health, as defined by herself.

Said another way, Tia’s mission is NOT to make healthcare incrementally better for women. Instead, we’ve intentionally set out to create a fundamentally new paradigm for modern women’s healthcare that’s truly excellent. We believe that creating a company that operates in a culture of excellence will manifest in our product. Reaching this goal is not an overnight pursuit or a “one and done.” We have not and will not “get it right” with the first swing. Rather, this higher order goal is a moving target — one we have not and will not ever fully “achieve.” By design, we will never be “done” with this work, but instead, we will be continuously in pursuit of our mission. It is this continuous pursuit — the journey, not the finish line — that truly embodies excellence. 

Location: Fully remote; any US city

Role Title: Vice President, Experience Design

Hiring Manager: Co-Founder & Chief Product & Operating Officer

Principles at play in this role (meaning things you should feel like a natural at):

Prioritize contextual transparency: as this role is highly cross-functional and interfacing with disparate teams, prioritizing contextual transparency will be key for good decision-making.

Make it make sense to you: managing and also partnering with other multidisciplinary teams will require an acknowledgment of how different minds understand information. In this highly internally consultative position, this value will be particularly important.

Sync on the Big 3 (goal, design & desired outcomes): compulsively strive to get in sync on these three factors. This too will be essential when working in tight integration across teams with competing priorities.

Commit to designing and executing with diversity, equity, inclusion and belonging in mind: though everyone at Tia is responsible for this, the experience team will bear this responsibility to a great extent given its innovation role.

Align on safe to try: with experimentation being a core factor of experience design’s scope, maintaining good judgment on risk tolerance for introducing experiments across experience’s realms will be critical.

Achieve goals through guiding others: as architect and manager of the new Experience team, excellence in this principle will be essential to success.

Be a coach & principle investigator: managing a team of individuals from multidisciplinary backgrounds will require a multiple-size-fits-all management and mentorship style.

Abilities:

Driven to learn; learner, listener, and synthesizer

Ability to set vision: big picture, strategic, and innovative thinker

Open-minded and communicative about thinking

Cross-functional collaborator & ability to drive towards cross-functional decisions

Revels in understanding teams strengths & weaknesses, and knows how to orchestrate them

“Rallies the troops”: motivates others, despite changing expectations

Holds people accountable

Process oriented and results driven; likes to be “pie in the sky” but only when also coupled with periods of “brass tacks” – the combo is energizing to you!

Strong collaborator, but also able to cut through and make decisions

Skills/experiences:

Expert [12+ years] in holistic design thinking / human centered design, having managed experience design building, prototyping, and continually evolving across multiple mediums (including digital products, services, and physical spaces), and across multiple types of users from ideation to implementation. Prior employment at experience design consulting firms is a plus.

Understanding of how to incorporate user research (qualitative and quantitative) to test and iterate on product, service, and space solutions.

Understanding of how to deliver concepts, personas, user journeys, storyboards, system maps, user flows, wireframes, visual design comps, and prototypes with industry standard tools (e.g., Figma, Adobe suite, InVision, and other tools).

Deep understanding of and interest in Tia’s product, with preference for candidates with prior healthcare project experience and / or demonstrated interest in whole woman preventative care.

[4+ years] of people management experience. Strong architect, manager, and mentor, capable of building and maintaining an excellently performing medium-to-large team.

A background in gender studies, feminism, or medicine & society is a plus

Visionary communicator and storyteller, able to define and iterate, as well as communicate verbally and visually, both the differentiated components of the Tia experience and the impact, approach, and process of design.

Cross-functional relationship manager capable of developing strong cross-functional partnerships and processes.

Strong analytical, critical thinking, and problem-solving skills. Comfort directing analytics and utilizing outputs for informed decision-making.

Understanding of and comfort with operating in scrum and agile processes.

Responsibilities:

Promote patient and provider NPS consistently across all markets through cohesive, coordinated, and highest priority experience design experiments:

Continually maintain and communicate a true picture of the most essential and differentiated components for a prototypical Tia patient and provider experience. Initiate and invest in projects that enable Tia to standardize and scale those components across locations, service lines, and technology. 

Develop a deep understanding of Tia’s care model, in particular through relationship building with Tia’s care delivery team as well as Tia’s care innovation team (inclusive of research, service line design lead, and tech lead). Maintain an understanding of these team’s priorities and how they relate to Tia’s experience design.

Ensure the executional excellence of experience design via deep partnership with operationalizing teams. Create a system that enables follow through of your experience design team’s ideation to actual implementation. Understand and foster the Experience team’s relationship to deployment partner teams – such as facilities, tech product managers, service line product managers, clinical teams, and operations teams (e.g. care coordinators and market managers). Implement clear processes that enable your design teams to create, communicate, and align on attainable project objectives, requirements, work plans, timelines, budgets, and reporting metrics with their deployment partners. Create a mechanism to hold both your teams and partnerships teams accountable for reaching objectives on each project.

As you build a team of internal consultative agents, ensure that your team has a clear understanding of the levers that drive patient and provider NPS, and that they understand how the experience experiments they are assigned to are expected to drive those KPIs.

Monitor and report on how the team’s initiatives have demonstratively impacted KPIs (patient and provider NPS).

Build and lead a team of multidisciplinary talent that enables Tia to continuously hold an understanding of what components define the unique Tia experience.

Create and promote continual shared alignment for what the Tia experience means. Find ways to invest in and broadcast this vision in a common language that all Tia-ns can understand and incorporate into their day-to-day functions.

Strategically guide a team of multidisciplinary designers (across space, product, and services) to develop one identity and be able to work cohesively across all Experience’s portfolio projects towards shared goals.

Through strong internal partnership with Tia’s marketing, communications, and brand design functions, ensure unification of actual and perceived patient experience.

Become an expert at defining and communicating the vision, function, responsibilities, and ways of working of the Experience team internally in order to mitigate confusion that can naturally arise from the introduction of a new cross-functional team.

Maintain a cost to served aligned with company objectives by:

Building strategic frameworks that enable the organization’s teams to ruthlessly prioritize project opportunities that will have the largest expected ROI.

Understanding corporate margin targets and managing your team to operate within budget constraints that align with targets.

Benefits 

Unlimited vacation

Free Tia membership

Competitive stock option package

$300 one-time WFH stipend

$50/month phone and internet reimbursement 

Medical, dental, and vision benefits

401k program (no matching at this time)

Top of the line 13" Macbook Pro 

Travel stipend for team off-sites

This position may require attendance at company and team off-sites and is subject the Company’s vaccine requirement, as permitted by law and subject to reasonable accommodation.

Tia is an equal opportunity employer. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users and patients. We strongly encourage people of color and members of the LGBTQ+ community to apply. 

If you are committed to collaborative problem solving, creating high-quality and user-centric products, and want to make waves in women's healthcare, join us! 

 

Location

Los Angeles, California, United States

Tia

Société

Tia