Director Patient Experience and Service Design

Job description

At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses. Position Summary: The Director, Patient Experience & Service Design is the strategic and operational leader responsible for shaping how patients experience our organization across every touchpoint. This role leads the design of the end‐to‐end patient journey for the Patient Services department, ensuring processes, technology, and service models work together to deliver a seamless, efficient, and supportive experience. This leader is both a visionary and a utility player — someone who can influence at the senior leadership table while also diving deep into workflows, systems, and frontline realities to understand how the work truly gets done. They bring strong technical acumen, a passion for process improvement, and the ability to translate business needs into scalable, tech‐enabled solutions. As a key member of the Senior Management Team, the Director plays a central role in shaping departmental strategy, driving operational excellence, and building a patient experience that is consistent, intuitive, and aligned with organizational goa...