Manager - User Journey & Experience

About Zyla (www.zyla.in)
Zyla Health is India’s highest-rated personalized care management platform focused on improving health outcomes. Zyla enables care at scale for insurers and employers through its human-assisted AI on the 24x7 conversational Zyla app (consistently rated 4.7+). Some of our clients include Aditya Birla, Max Life, Care Insurance, HDFC Ergo, IBM, Godrej, Jindal Steels, DHL, Tata Steel, AstraZeneca, Pfizer.
Care implemented by Zyla spans across medical, physical and mental health needs, and powered by a complete in-house team of Doctors and experts as well as our proprietary AI engines - Athena, Lea and Iris. The care starts with a detailed health risk assessment of the population followed by personalized care journeys ranging from chronic disease management to wellness programs.
Why will you love working with us?
We are India's leading AI-powered care management platform. Our vision is to be the de-facto healthcare expert in every home, providing access to the most personalized & real-time care to improve the quality & longevity of lives.
Zyla takes a clinical approach to provide hyper-personalized and real-time care delivered by an able team of experienced doctors & medical experts to improve the health outcomes of the user. We have the finest talent across technology, data science, medicine, and management, and a product with an NPS of +70! We are one of the highest-rated Medical apps on the Google Play store (4.8+ consistently) and have been recognized by Google across Google App Excellence, Launchpad, and APAC programs. Top-notch investors from India and the USA support us.
We proudly boast about our work culture, at the core of which lies user-centricity and the highest quality of empathy. At Zyla, you will meet the diverse talent that has come from the most reputed institutes and work organizations. Together, we set out to build the future of healthcare in India.
Job Summary:
As a User Journey & Experience Designer, you will be responsible for understanding how a user interacts with Zyla at every stage of their journey — from discovering and onboarding onto the platform to engaging with our health programs, interacting with healthcare professionals, attending physical touchpoints and continuing their journey post-intervention.
How you will make an impact:
1. Design End-to-End User Journeys
Map complete end-user journeys across different Zyla products and health programs.
Understand user needs, motivations, pain points and drop-off points at every stage.
Design seamless journeys across pre-service, service and post-service interactions.
Identify opportunities to improve user engagement, adoption, retention and overall experience.
2. Digital Experience – Zyla App
Design user flows, journeys and experiences across the Zyla app.
Translate user problems into intuitive and simple product experiences.
Create wireframes, journey maps, prototypes and experience concepts.
Identify friction points within existing journeys and recommend improvements.
Partner with Product and Tech teams to take experiences from concept to implementation.
3. Physical & Human Touchpoints
Design experiences for users interacting with Zyla offline — including health camps, consultations, health assessments, wellness programs and other physical touchpoints.
Map the complete offline experience, including registration, communication, waiting, interaction, service delivery and follow-up.
Ensure that physical experiences connect seamlessly with the digital/app experience.
Think through operational realities while designing user-centric experiences.
4. User Research & Insights
Conduct user interviews, surveys, usability testing and other research to understand user behaviour.
Use qualitative and quantitative insights to identify experience gaps.
Translate user feedback and behavioural data into actionable journey improvements.
5. Cross-functional Collaboration
Work closely with Product Managers, Engineers, Clinical teams, Nutritionists, Operations and Customer Success.
Bring the user perspective into product and business discussions.
Balance user needs with clinical requirements, business objectives and operational feasibility.
Clearly communicate the rationale behind journey and experience decisions.
6. Measure & Improve
Define and track experience-related metrics such as activation, engagement, drop-offs, completion rates and retention.
Analyse existing user journeys and continuously identify improvement opportunities.
Run experiments and iterate based on data and user feedback.
We are looking for people who:
5+ years of experience in UX Design, Product Design, Customer Experience, Service Design or User Journey Design.
Strong understanding of end-to-end user journey mapping and experience design.
Experience designing digital products, preferably mobile apps.
Ability to think beyond UI and understand the complete experience surrounding a product/service.
Experience designing journeys involving both digital and physical/human touchpoints is a strong advantage.
Strong user research and problem-solving skills.
Comfortable working with ambiguity and taking ownership of problems from identification to implementation.
Strong communication and stakeholder management skills.
Think in journeys, not just screens.
Constantly ask, “What is the user experiencing at this point?”
Can simplify complex healthcare journeys into intuitive experiences.
Are equally comfortable thinking about an app screen and what happens when a user walks into a physical health camp.
Enjoy solving ambiguous problems and building something from scratch.
Can balance user experience, business objectives and operational feasibility.
What we offer:
Opportunity to directly work on a very innovative product that has a big societal impact.
Opportunity to work with a cross-functional team consisting of leading medical brains, tech geeks, operations gurus.
You'll have the opportunity to shape how thousands of users experience healthcare — not just through an app, but across the entire Zyla ecosystem of digital, clinical and human interactions.

Work arrangement
No