UX Designer/Researcher

About Expert Health

Expert Health has over 20 years of experience in leading the way in Digital Health, offering medical consultations over the internet, through private online doctor services such as LloydsPharmacy Online Doctor, and NHS partnerships. Our mission is to achieve excellence in delivering personalised and accessible healthcare at scale. Our algorithms are the basis of our patient-facing digital consultations and doctor-facing decision making tool.

Role Purpose

We are looking for an experienced, outcome-focused UX Designer / Researcher to lead user research and experience design across our digital healthcare products. This is a hands-on, end-to-end role focused on understanding and improving how patients, clinicians and other users engage with our services — from early-stage discovery to live product optimisation.

This is a fantastic opportunity to manage user research in an established Product led business. You will collaborate closely with Product Managers, Clinical Teams, Data Analysts and Engineers to explore user needs, test hypotheses, and design research-led experiences that deliver measurable value. You’ll bring the right research methods to the table, champion evidence-based decision-making, and help shape impactful, patient-first solutions across web and service touchpoints.

This is not a UI/visual design role. Your focus will be on user flows, service journeys, insight generation, behaviour patterns, and solving real user problems through thoughtful experience design — not pixels.

Key Responsibilities

Research strategy and Execution

• Develop the roadmap for research activities aligned with business objectives and product goals.
• Lead qualitative and quantitative user research across discovery and live product areas.
• Select and apply the most appropriate research methods for the task at hand (e.g., interviews, usability testing, field studies, diary studies, surveys, journey mapping, data analysis).
• Engage with diverse user groups including patients, clinicians, carers, operational staff, and NHS partners. Design and moderate research sessions, synthesize insights, and turn findings into actionable recommendations.
• Use insight to inform product discovery, define problem spaces, and shape new opportunities.

Experience Design

• Translate research insights into user journeys, service blueprints, IA, interaction flows and experience artefacts.
• Collaborate with Product Managers to define hypotheses, frame user problems, and test assumptions throughout the product lifecycle.
• Contribute to MVP definition, validation and iteration strategies.
• Ensure all user-facing experiences are accessible, safe, and aligned to NHS and med-tech expectations.
• Design for all key touchpoints — from digital (e.g. portals, forms, pathways) to offline/in-person service elements.

Continuous Improvement & Live Services

• Evaluate the performance of live services through ongoing research, patient feedback, analytics and A/B testing.
• Identify friction points and opportunities for improvement across patient and clinician journeys.
• Work with delivery and clinical teams to embed continuous discovery practices into sprint cycles.
• Support product design QA processes by reviewing and validating design implementations against research insights and user needs.
• Track and measure the impact of changes made based on your insights.

Product Operations & Governance

• Present research findings clearly and confidently to multidisciplinary teams, execs, and partners.
• Work with clinical safety, data, product and service teams to ensure insights are considered within real-world constraints.
• Contribute to cross-functional ideation and design sessions, workshops and co-creation activities.
• Help establish UX best practices and promote a user-centred culture across the organisation.

Experience and Qualifications

Essential

• 3+ years’ experience in UX research or experience design roles, ideally in med-tech or complex service environments.
• Strong track record of delivering research and design work that has led to demonstrable product/service outcomes.
• Advanced knowledge of qualitative and quantitative research methods, including moderated and unmoderated user testing, with the ability to choose and adapt methods to fit specific goals.
• Confident in analysing behavioural data (e.g. usage logs, funnel analytics, survey data) and integrating it with qualitative findings.
• Ability to produce design artefacts (e.g. journey maps, user flows, service blueprints, storyboards) that communicate experience intent.
• Skilled in planning and executing research activities autonomously.
• Experience working in agile, cross-functional teams.
• Excellent communication and stakeholder management skills - able to communicate user insight persuasively to technical and non-technical stakeholders.
• Confident conducting field research

Desirable

• Familiarity with accessibility standards, clinical or regulatory constraints and the realities of healthcare service design.
• Experience working with diverse or underserved user groups.
• Understanding of constraints and opportunities in regulated environments
• Exposure to tools like Userzoom, ABTastyOptimal Workshop, Lookback, Figma, Miro, Jira or similar.

Full-time, Permanent

Pay: Up to £50,000.00 per year

Work Location: Hybrid remote in London W1U