Manager, Insights & Experience

About Equip 

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes and treatment approach at www.equip.health.

Founded in 2019 as a fully virtual company, Equip is built on the dedication of highly engaged, passionate, and diverse Equipsters who have shaped our unique culture. In recognition of this impact, Equip was honored in 2024 by Forbes as a Next Billion-Dollar Startup, LinkedIn as a Top Startup, TechCrunch as one of the 10 Most Exciting Digital Health Startups, Fast Company among the Most Innovative Companies, and Business Insider’s 44 Companies to Bet Your Career On. We are immensely grateful to our Equipsters for creating a sustainable company and treatment program that has served thousands of patients and families to date.

About the Role

The Clinical Product Strategy team is responsible for identifying, evaluating, and developing new clinical products and services to launch at Equip. As a key member of this team and Equip’s first dedicated user-centered experience hire, the Insights & Experience Manager is responsible for introducing differentiated, design-related methodologies into the organization to enable new ways of working, while also delivering innovation projects that make an impact. This role will lead projects to both improve the end-to-end user experience for existing offerings and to design new customer-centered solutions. The Insights & Experience Manager will implement an efficient research operations practice, thoughtfully design and conduct healthcare user research with sensitive audiences, and conceptualize future states that integrate business requirements and advocate for the needs of patients, their families, and their referring provider ecosystem. 

Responsibilities

• Develop and execute a comprehensive patient insights and experience strategy that aligns with the mission and values of Equip. 
• Scope and lead the synthesis of disparate inputs – from organizational and foundational knowledge to wide-ranging external inspiration and data – to develop engaging insights, narratives, and strategic frameworks that guide design intent.
• Use participatory design methods to directly engage patients and their families, gather insights, and co-create compelling solutions that achieve high adoptability and user acceptance.
• Collaborate in cross-functional teams across internal and partner organizations to map potential solution blueprints.
• Establish efficient research processes and operations (templates, training, research panel recruitment and maintenance, research insights repository, etc.) to empower enhanced user-centered research practices across Equip teams.
• Monitor key external design and industry trends to influence internal quality of solutions and help shape thought leadership in the organization and industry.
• Perform other duties as assigned.

Qualifications

• Bachelor’s Degree required.
• 6-8 years of experience using design research and strategy to identify customer pain points, create insights and experience strategies and roadmaps, and deliver on improvements.
• At least 2 years of demonstrated success leading human-centered design research with sensitive populations, healthcare settings preferred.
• Strong subject matter expertise in design and systems thinking, qualitative and quantitative research methods, and design for behavior change. 
• Strong facilitation and engagement skills across a broad range of stakeholders, including executive leadership, clinicians, and patients. 
• Must be quick, iterative, creative, and resourceful – has experience working in resource-constrained environments, and still procures detailed data and information.
• Experience standing up research operations materials and processes to maximize impact and efficiency of user research. 

Physical Demands

Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed.

Diversity, Equity, Inclusion, Belonging

At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have an Equip DEIB council, Equip For All; also referred to as EFA. EFA at Equip aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at Equip. 

As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, and/or any other legally protected classification protected by federal, state, or local law.