Job Description
This is a hybrid position, with mandatory 3 days onsite, 2 of those days being Tuesday and Wednesday.
Job Summary
The Design team is seeking a Design Researcher. This role will be responsible to support 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 and Human Centered Design methodologies, the Design Researcher will be expected to present research findings at multiple levels within the organization. These findings will include the analysis of current state customer experiences, gaps in experiences, qualitative data analysis, metrics, and the comparison of brand experiences across the portfolio of offerings. Further, the UX Design Researcher is expected to work closely with the CX Researcher, Sr. Business Analyst, Data Analytics Analyst, and Studio Design Lead to determine transformational opportunities within the patient, other customers, and employee experience.
This is a varied role that is key to the effective delivery of analysis that will drive the experience designs which underpin strategic transformation within the brand. This role will require a natural orientation to patients and customer empathy. The Experience Design Researcher will take the lead in gathering insights and data to support journey analysis and design, and will also support CX/UX workshops such as Service Modeling, Micro Journey Mapping or Design Sprints. The Experience Design Researcher will play a key role in the preparation of materials preceding these events and post-event read-outs, curating a library of experience journey maps and design documents that can be referred to and updated to inspire a learning environment and continuous improvement.
Responsibilities
CX/UX Research - User Evaluation, Insights & Testing (50%)
Business Process (10%)
Analysis, Strategy (10%)
Stakeholder Relations (5%)
Communications, Reporting (10%)
Design Support (15%)
Minimum Required Education And Experience Requirements
EDUCATION
- Bachelors degree ideally in Research or Design with a concentration on Human-Centered Design, Human Factors (Information Design or Psychology), Human-Computer Interaction, Interaction Design or a related field.
EXPERIENCE
- At least 5 to 7 years of related working experience in a CX or UX Research disciplines. Also, tangible and credible experience working within a human centered design practice or CX/UX insights team using Mixed Methods Research.
Main Accountabilities & Required Qualifications
Experience in CX framework exercises: Journey Mapping, Design Thinking, Facilitating Client facing workshops.
Customer research experience in interviewing, questionnaire design, and documentation.
Digital UX design, design of journeys, or contact center operations in a multi-channel environment.
UX Tools: such as Smaply, UserZoom, User Testing, Prototyping.
Data gathering by engaging with patients, advocates, caregivers, customers, employees, or 3rd party partners within different business functions which play a part in a customer journey or touchpoint.
Triangulating data using a variety of tools to format raw operational data into trends, and groupings to show the experience beneath the surface.
Assembling data and insights to formulate the story of the customer experience and converting that data into visualizations and documentation.
Performing validation within the customer ecosystem and with the internal owners to ensure that the customer journey, process, and interactions are accurately represented.
Coordinate the scheduling and arrangements for Journey Mapping workshops or Design Sprints.
Attend/observe and as appropriate conduct interviews with customers, and provide detailed notes.
Document workshop outputs, curate digital library of CX assets and documents.
Uncover root causes of experience issues and collaborate with Designers and analysts on new innovation opportunities.
Data analysis by using a variety of tools to format raw operational data into trends, and groupings.
Assist the Studio Research and Design Lead(s) in facilitating workshops.
Excellent written and verbal communication skills, with high attention to detail.
Positive, self-motivated, engaging and willing to take responsibility for studies.
Experience in a professional level role within customer experience or client facing opportunities.
Strong passion for human centered design and process improvement.
Experience in Google Workspace, MS Suite, to include Word, Excel, PowerPoint, with additional experience using Jira, Confluence, Adobe Analytics, Medallia or similar.
Able to quickly learn to use new applications for visualizations and communications.
Team-player attitude coupled with a sense of urgency to deliver results.
Self-starter able to deliver results with minimal supervision in a fast-paced environment.
Preferred Qualifications Or Familiarity
Experience in UX framework exercises: Journey Mapping, Design Thinking, Facilitating Client facing workshops.
Customer research experience in interviewing, questionnaire design, and documentation.
Digital UX design, design of journeys, or contact center operations in a multi-channel environment.
HTML/CSS/JS (preferred).
Analytics: Adobe Analytics, Medallia, Social Studio, Talkwalker or similar.
Content Management: AEM, CQ5 or similar.
Process Mapping, Mind Mapping, Visio, or similar.
Working Conditions
Working Conditions: Studio environment in a patient, provider, employee, and customer-facing capacity.
Location: South San Francisco (preferred).
Willingness and ability to travel, up to 10%.
Pay ranges between $70-97/hr based on experience.
The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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