This is a hybrid work position, offering a combination of remote and in-office work to provide flexibility and support work-life balance. Team members are currently required to be in the office on Tuesdays to facilitate collaboration and team meetings. This schedule is subject to change based on departmental needs.
JOB SUMMARY
As a Senior Customer Experience Researcher, you will hold a pivotal role in advancing user experiences and driving innovation across our digital products and services. Your expertise will be crucial in conceptualizing and executing user-focused solutions that elevate the overall experience for patients, healthcare providers, and other stakeholders. You will collaborate extensively with cross-functional teams to lead qualitative research efforts, distilling complex findings into actionable customer insights. This role requires a proven track record in conducting impactful research and a deep understanding of user-centric design principles. Your passion for collaboration, combined with your drive to effect positive change, will make you a key asset in our pursuit of exceptional user satisfaction.
ESSENTIAL FUNCTIONS OF THE ROLE
Spearhead and execute complex user research initiatives, uncovering user needs and driving innovation in our digital products and services.
Strategically plan and execute user-centered research studies, demonstrating mastery in interviews, surveys, usability tests, and observations.
Expertly analyze and synthesize research findings, offering actionable insights that guide product strategies.
Collaborate seamlessly with cross-functional teams, leading the integration of research insights into product development.
Possess an in-depth understanding of the healthcare industry, utilizing trends and regulations to shape research approaches.
Champion user-centered design principles and practices, influencing stakeholders at all levels of the organization.
Mentor and guide junior researchers, shaping the next generation of UX research leaders.
Continuously stay at the forefront of UX research methodologies, tools, and industry trends, refining processes and outcomes.
KEY SUCCESS FACTORS
Deeply empathetic user researcher that is endlessly curious about what makes people tick.
Bachelor's degree in a relevant field such as Human-Computer Interaction, Psychology, Cognitive Science, or a related discipline
Proven experience as a UX researcher, with a strong portfolio demonstrating successful research outcomes and the ability to influence product design and strategy.
Expertise in conducting qualitative and quantitative research methods, such as interviews, surveys, usability testing, card sorting, and heuristic evaluations.
Proficiency in analyzing research data and synthesizing findings into clear, actionable insights and recommendations.
Excellent communication skills, with the ability to effectively articulate research findings to both technical and non-technical stakeholders
Strong knowledge of UX design principles and best practices, with an understanding of how research informs design decisions.
Familiarity with healthcare industry trends, patient engagement, and regulatory considerations is highly desirable, but not required.
Proficiency in using UX research tools and software, such as UserTesting.com, Qualtrics, and other analytics platforms.
Ability to work independently and manage multiple research projects simultaneously, while adhering to deadlines
Leadership skills, with the ability to inspire and mentor junior researchers, and collaborate effectively with cross-functional teams.
BENEFITS
Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level
QUALIFICATIONS

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
• EXPERIENCE - 5 Years of Experience

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