This Senior UX Researcher role focuses on establishing and documenting DesignOps and ResearchOps processes for a large-scale digital health initiative. The successful candidate will work collaboratively with UX/CX leadership to analyze existing workflows, identify gaps, and develop repeatable, efficient processes for research and design. This involves extensive research, process optimization, documentation, and stakeholder collaboration to ensure the smooth and efficient operation of UX/CX teams.
Location:
Remote, United States
Responsibilities:
- Collect data and analyze existing workflows, processes, and templates to identify opportunities and gaps.
- Collaborate with key partners (Privacy, Security, Legal, Product) to obtain necessary approvals for repeatable CX/UX processes.
- Formalize and document efficient, repeatable research and design processes for CX and UX teams.
- Plan and facilitate team and partner feedback sessions to refine proposed processes and templates.
- Iterate on documentation and templates to obtain necessary approvals.
- Provide regular progress updates and identify blockers to the Senior Manager, Experience Design (UX).
- Communicate approved processes and templates to Customer Experience teams and partners.
- Perform other duties as assigned by management.
Required Skills & Certifications:
- 6+ years' hands-on experience with UX and CX research methodologies (interviews, personas, surveys, customer journeys, usability testing, feedback loops).
- Proven experience with DesignOps and related processes management and optimization.
- Good understanding of the UX design process.
- Extensive experience with research planning and participant recruitment.
- In-depth knowledge of survey development and management.
- Experience in task flow analysis and generating user flows.
- Strong documentation skills.
- Excellent communication skills and ability to advocate for/champion CX/UX processes.
- Ability to effectively facilitate remote workshops/design thinking sessions.
- Ability to multitask and work within a fast-paced environment.
- Experience with Adobe Photoshop and/or Illustrator.
- Experience with Microsoft O365 (Word and PowerPoint).
- Good knowledge of digital collaboration tools (Miro/Mural/Figjam or similar).
Preferred Skills & Certifications:
- A professional accreditation or certification in User Experience (UX).
- 8+ years' experience planning and conducting UX research for websites and applications (comparative analysis, interviews, usability testing, focus groups, surveys), performing thematic analysis, and preparing insights reports.
- Relevant experience in planning and recruiting for user research studies (usability testing, interviews, managing screeners, agreements, and honorariums).
- Expertise in documenting and streamlining workflows.
- Strong analytical and problem-solving skills.
- Proficiency in strategic decision-making related to design and research operations.
- Good understanding of the limitations and appropriate use of research tools and software.
- Experience with digital whiteboarding and collaboration tools (Mural, Miro, Figjam).
- Experience working in a healthcare setting and/or with digital health solutions.
- Experience working in the public sector.
- Experience with WCAG and/or AODA compliant websites and applications.
Special Considerations:
- This is a remote position.
Scheduling:
- Scheduling details will be discussed during the interview process.
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