Patient Experience UX Specialist

At Reset Health, our Patient Experience (PX) UX Specialist is the voice of the patient within the product team. They make the Roczen patient app something patients value and return to regularly, not just when prompted, through features and messaging built around patients' needs.

The PX UX Specialist operates at the intersection between patients, clinical, operations, technology and commercial teams. Bringing a UX-led view of the whole patient experience, they help the organisation make sure what we build is driven by patient need and evidence, not delivery alone.

This role will own patient engagement across the Roczen patient app and patient communications: research, user groups, journey design, experimentation and a prioritised backlog fed into the Patient Experience (PX) Steerco. The role will start with a full review of patient messaging and app features and will act as a patient-facing champion for Therapeutic Optimisation, as patients only get the maximum benefit from their medication if they stay engaged and act on what we tell them.

Roles and Responsibilities

Understand patients and lead user groups

• The PX UX Specialist lives and breathes patient needs. They are in constant dialogue with patients to understand what they need, what brings them back, what they ignore and why they leave, and use these insights as the basis for new features and improvements.
• Run ongoing patient research, including user groups, interviews, surveys and usability tests.
• Build and maintain patient personas and journey maps across the full programme.
• Plan, run and report on our patient user groups and feed findings into the roadmap.

Drive engagement

• The PX UX Specialist owns the outcome of patients wanting to use the Roczen patient app regularly, so that the app is seen as an equal contributor to patient outcomes rather than a supplementary part of the service.
• Find the moments that bring patients back or make them drop off.
• Design features, content and habits that keep patients engaged between appointments, applying behaviour change principles ethically.
• Audit current app features and flows for usability, value and friction, and deliver a prioritised improvement backlog.
• Improve key patient journeys such as booking, reminders and re-booking to reduce queries and support contacts.

Own patient messaging

• Patients hear from us across many channels. The PX UX Specialist makes sure every message is clear, consistent and engaging, with a single tone of voice that helps patients understand what to do next.
• Audit and define a management structure for all messaging channels (app, SMS, email, push notifications and CompanionAI).
• Set and maintain a patient messaging style guide and tone of voice.
• Review copy for every new feature before build, applying plain English, health literacy and accessibility standards.

Measure, test and shape the roadmap

• The PX UX Specialist uses data and experimentation to make informed choices about what will make the biggest difference to patients, so that prioritised roadmap items are validated rather than guessed.
• Define engagement metrics with Pendo (e.g. weekly active users, sessions per patient and feature adoption) and agree baselines.
• Run experiments (A/B tests, pilots) and report what works.
• Use Pendo data, Aha! ideas and patient feedback to build and maintain a prioritised patient experience backlog.
• Bring patient evidence to the PX Steerco and challenge features that don't meet a clear patient need.

Keep it safe and communicate impact

• The PX UX Specialist makes sure patient-facing changes are safe, accurate and well documented, so all stakeholders understand the patient evidence behind roadmap decisions and the impact of what we deliver.
• Partner with the Clinical PX Lead on the accuracy of patient-facing content.
• Partner with the QMS team on usability engineering and risk documentation.
• Collaborate with Clinical, Operations, Technology and Commercial teams to deliver patient-centred improvements.
• Communicate findings, progress and impact to stakeholders, including senior leadership.

Essential

• Minimum of 5 years of UX experience, with a proven track record of improving engagement in a consumer or health app
• Digital health experience
• Experience in the GLP-1 market
• Behaviour change and habit-forming design, applied ethically
• Experience with product analytics (e.g. Pendo) and experimentation, including A/B testing
• UX writing skills, including plain English, health literacy and accessibility (WCAG 2.2)
• Experience planning and running user research, including interviews, surveys and usability testing
• Experience building patient or user personas and journey maps
• Confidence speaking in groups, with prior experience leading live research sessions with groups of patients
• Comfortable working in agile teams with two-week sprints and Jira
• Excellent stakeholder management and communication skills
• A completer / finisher who likes to get the work done efficiently and to a high quality
• Experience interfacing between product, clinical, operations, and tech/engineering teams

Desirable

• Degree in UX/Product Design or a related field

What we offer

• Competitive salary of up to £60,000 per annum, depending on experience
• Opportunities to build skills and progress within a growing digital health organisation
• Private medical insurance
• Enhanced parental leave
• Enhanced sick leave
• Pension scheme

To apply, please send your CV along with a short note explaining how you meet the requirements and why you would like to join Reset Health. Interviews will be held on a rolling basis.