Become a part of our caring community and help us put health first
 

As a Senior UX Researcher, you will work in a multi-disciplinary team, creating new product or service experiences for consumers that improve health outcomes and help members achieve their best health. You will follow new experiences through delivery to measure the consumer experience and support ongoing improvement and evolution of the consumer's journey with Humana.

You will be responsible for scoping and crafting research strategy, conducting primary research, and delivering actionable insights for both generative (e.g., user interviews, mental models) and evaluative research (e.g., moderated & unmoderated usability testing) to inform digital strategy and product development decisions. You will guide teams in uncovering actionable insights that shape learnable, user-centered solutions while aligning with business goals.

This is a remote role reporting to our Associate Director of Design Research.

Who we are:

Humana’s Customer Experience (CX) team, within the Experience Transformation organization of the Retail Insurance business, was formed to deliver one thing: a personalized, seamless, and easy healthcare experience for all our health plan members. This team operates with a mandate to break down traditional silos and design solutions based on how our members seek and receive care, not how operating groups structure themselves. By teaming differently, pioneering agile methodologies, and relentlessly focusing on the human experience, the Customer Experience Design Strategy team seeks to deliver on this promise for all our members. 

What you will do:

• Conduct research studies throughout all the phases of the product development cycle

• Develop and maintain a research roadmap that aligns with product and UX priorities and reflects the most pressing needs of the business and its users

• Work with cross-functional teams to ensure research is integrated into the agile development process and that insights are being used to inform product and design decisions

• Identify common themes and areas of opportunity; collaborate with product and UX to prioritize these areas for future research and product development

• Communicate, advocate for, and socialize actionable insights in a clear and compelling way and ensure it is relevant to business goals, project objectives, and addresses the needs of users

• Work with product, UX, and analytics to establish goals, objectives, and benchmarks for improving the user experience. Measure the impact of design changes on user engagement, retention, and satisfaction

• Support the development and implementation of a democratized research program. Establish a process for reviewing and approving research studies from People Who Do Research and provide feedback and guidance to ensure that studies are well-designed and executed

Who you are:

• You are a problem-solver who gets excited about unstructured problems and designing solutions that provide an effortless experience for users.

• You are self-directed and can balance simultaneous research projects, in a fast-paced environment.

• You take ownership of the research process and work proactively with stakeholders, ensuring that insights are timely, relevant, and impactful.

• You provide clear, concise input to advance decision-making.

• You thrive in an environment that encourages learning, experimentation, and sharing knowledge with peers.

Use your skills to make an impact
 

You have:

• BS, MS, or PHD in a research-related discipline (e.g., Human Computer Interaction, Interaction Design, Human Factors, Psychology, Anthropology, Cognitive Science)

• 4+ years of related non-academic work experience in a dedicated research role supporting web and/or mobile products

• 2+ years of horizontal leadership experience (e.g., productively collaborating across various organizations to drive cross-functional initiatives)  

• Experience using research tools (e.g., UserZoom, UserTesting, Maze, Miro/Mural, dscout, Airtable, Dovetail, SurveyMonkey)

• Some knowledge or capabilities using design prototyping tools (e.g., Figma, Sketch)

• Experience with design thinking and agile environments a plus

A portfolio that demonstrates:

• Expertise using different methods/techniques to facilitate generative and evaluative research. Not limited to usability tests, benchmarking, surveying, tree tests, card sort, diary studies, concept testing.

• Your ability to collaborate with cross-functional teams, communicate resea