Patient Experience Expert, Caregiver Navigation

About this role

D-tree International is seeking a patient experience expert to lead human-centered design research for a pediatric pneumonia intervention in Zanzibar. The primary objective is to understand how caregivers and children experience and navigate the health system for pneumonia care, identifying barriers to care-seeking, referral system challenges, trust in providers, and satisfaction with services. The expert will document the current state of caregiver experience across community health worker, primary health care, and district hospital levels, with a particular focus on the referral process, care coordination, and communication gaps that make the experience feel fragmented or repetitive.

Working collaboratively with D-tree, the expert will translate these findings into practical design recommendations for improved caregiver-facing interactions and workflows at each point of the care journey, including what community health workers should communicate during referrals, how facility handoffs should feel from the caregiver perspective, and what post-facility follow-up would be most helpful. The role also involves developing a measurement approach for patient experience, drawing on validated or adaptable tools appropriate for low- and middle-income country primary care settings, and advising on how these measures can be integrated into a formal external evaluation. The expert is not expected to conduct the evaluation itself, but should align design findings with the evaluation team to ensure that measurement dimensions capture meaningful variation and are protected against social desirability bias in the Zanzibar context.

D-tree will lead the final translation of insights into digital tools, protocols, and training content. The position is a contract engagement based in Zanzibar, with deliverables including a recommended measurement approach, current state documentation, and design recommendations for improved caregiver interactions. Specific academic qualifications, years of experience, and application deadline are not stated in the source text.