Job Description
UX Design Researcher:
The Experience Design team is seeking a UX Design Researcher. This role will be responsible for supporting the Experience Design Director in planning and conducting end-to-end customer experience research across the prioritized Experience Operations roadmap. By employing best practices in Design Thinking, Service Design, and Human Centered Design methodologies, the UX Design Researcher will be expected to present research findings at multiple levels within the organization. These findings will include the analysis of qualitative data and metrics to identify current state customer experiences, gaps, opportunities in experiences, and recommendations for competitive brand experiences across the portfolio.
Further, the UX Design Researcher is expected to work closely with the CX Researcher, Sr. Business Analyst, Data Analytics Analyst, and Studio Designers to support transformational opportunities within the patient, customer, and employee experience. This is a varied role that is key to the effective delivery of UX analysis that will drive the experience designs that underpin the strategic transformation of our brands. A vital aspect of the role is a natural orientation towards teamwork as we explore the landscape of patients and customers. As a key contributor, you must demonstrate empathy, the ability to pivot as priorities shift, and a willingness to collaborate using a team-player mindset, a positive attitude coupled with a sense of urgency to deliver results.
The UX Design Researchers will gather insights, and data to support journey mapping, and analysis, as well as the design of CX/UX workshops such as Service Modeling, Journey Mapping, or Design Sprints. This role will be instrumental in the preparation of research materials that result from user sessions and post-session read-outs. All researchers will continually curate and maintain a research library, ensure partner access, and inspire an environment of continuous improvements.
III. Primary duties and responsibilities
- CX/UX Research - User Evaluation, Insights & Testing 40%
- Collaboration, Facilitation, Session Design 15%
- Business Process and Emerging Technologies 10%
- Analysis, Synthesis, Strategy 10%
- Communications, Reporting, Executive Read-outs 10%
- Design Support, Iterative Co-Creation 10%
- Stakeholder Relations 5%
This role will be responsible for supporting the development of the Human Centered Design practice, and will be expected to develop strategies and operational decisions via customer experience insights to impact the following communities: 1. Patients 2. Advocates 3. Caregivers 4. Customers (Physicians and Care Community) 5. Employees 6. Third-Party Partners (to include vendors, sub-contractors, industry research partners and Think Tanks)
EDUCATION - Bachelors degree required, preferably in a research-related field such as Human-Centered Design, Human Factors, Information Design, Integrated Design, Psychology, Human-Computer Interaction, Interaction Design, Service Design or a related discipline.
EXPERIENCE
- At least 6 to 8 years of related working experience in CX or UX Research disciplines. Also, tangible and credible experience working within a human-centered design practices service design or CX/UX insights team.
- A strong foundation in qualitative research, complemented by familiarity with quantitative methods and data analysis-or proficiency in Mixed Methods UX Research-is highly preferred. Excellent written and verbal communication skills, with high attention to detail
- Experience in Mac environments using Google Workspace, MS Suite, including Word, Excel, and PowerPoint, with additional experience using Jira, Confluence, Adobe Analytics, Medallia, or similar.
- Able to quickly learn to use new applications for visualizations and communications.
- Demonstrated experience with quantitative and qualitative data, and competitive analysis.
- Excellent communication skills, written and verbal with high attention to detail.
Main Accountabilities & Required Qualifications
- Experience in CX framework exercises: Journey Mapping, Design Thinking, Service Design, and facilitating workshops. Data gathering by identifying sources of data and insights that help tell the story of the current state experience. (such as Journey Maps, Persona Development, User Flows, Use Cases, etc.)
- Customer research experience in interviewing, questionnaire design, documentation, performing validation with customers, and conducting the analysis of data. Design and Facilitate User Co-Creatio/Co-Design Sessions with partners
- Data analysis and triangulating data using a variety of tools to format raw operational data into trends and groupings to reveal the experience beneath the surface and support data-driven design decisions.
- Assembling data and insights to formulate the story of the customer experience and converting that data into visualizations and documentation, or via the creation of a journey framework.
- Uncover root causes of experience issues and collaborate with Designers and Analysts on new innovation opportunities, enhancements to existing models, or the exploration of external industry integration options.
- Coordinate the scheduling and arrangements for audience recruitment, and facilitate Journey Mapping workshops or Design Sprints, including securing attendance of the right stakeholders at the right time.
- Document workshop outputs and curate a digital library of CX assets and documents.
- Assist the Studio Research and Design Lead(s) in facilitating workshops, helping attendees populate frameworks, supporting breakout groups, and maintaining session outputs and documentation as required.
- Familiarity with UX tools such as Smaply, UserZoom, and UserTesting or similar usability platforms. Preferred Qualifications or Familiarity
- Experience in Google Workspace, MS Suite (Word, Excel, PowerPoint), with additional experience using Jira, and Confluence. Experience engaging with patients, advocates, caregivers, customers, employees, or 3rd party partners within different business functions
- Experience with emerging technologies such as AI, machine learning, or AR/VR in a design or research context.
- Familiarity with HTML/CSS/JS (preferred).
- Analytics Tools: Adobe Analytics, ContentSquare, Medallia, Social Studio, Talkwalker, or similar.
- Content Management Systems: AEM, CQ5, or similar.
- Proficiency in Process Mapping and Mind Mapping tools: Visio, LucidSpark, or similar.
Working Conditions: Studio environment in a patient, provider, employee, and customer-facing capacity.
Pay Rate Range: $50-69/hr depending on experience
Job Tags
Contract work, Work experience placement, For subcontractor, Work at office, Shift work,