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The Research Operations Lead keeps our Design Research practice running smoothly. This role partners with Design Research leadership to manage research knowledge bases, tooling and infrastructure, practice engagement, governance, advocacy and development. You will be critical to ensuring efficient research delivery that contributes to unique user-centered experiences for Medicare consumers.

Who We Are

Humana's Experience Design (XD) team, within the Consumer Digital organization, strives to eliminate friction in today's healthcare ecosystem. This effort aims to make consumers feel confident, respected, and heard in the decisions affecting their health.

The Research Operations Lead is responsible for developing, standardizing, and maintaining scalable research practices to allow the Design Research team to expand its impact. These activities include management of insights repositories, methods and tools, research documentation; coordination with research tool suppliers; facilitating practice meetings and comms; tracking research contributions and impact; maintaining research policies and standards; supporting the professional development of the team and advocating for the value and visibility of the practice.

This is a remote role reporting to the Associate VP Head of Design Research.

Key Responsibilities:

Knowledge Management

• Sets up and maintains insights repositories, the research toolkit, and other file sharing spaces across channels

• Gathers and maintains best practices, methodological guidance, templates

• Sets up and maintains taxonomy, tagging, findability and access, archiving rules across knowledge management resources; tracks utilization of same

Tooling and Infrastructure

• Manages access, permissions, utilization of research tools/software/platforms

• Drives vendor contracting and renewals for research tools

• Vendor account management, functioning as point of contact for team needs and requests

• Maintains transparent cost and budget tracking for recruitment and research vendors

Practice Engagement

• Partners with Design Research leadership to coordinate and facilitate cross-practice meetings and events

• Engages across Experience Design partners to support practice participation in XD meetings and events

• Shares organizational communications and updates

• Calendars, tracks, and reports on research capacity, contributions, and impact

Governance

• Maintains and updates research policies, standards, and compliance procedures

• Supports team training and accountability on same

• Shares organizational guidance, facilitates Q&A on Humana policies and expectations

Advocacy and Development

• Facilitates activities associated with setting and pursuing practice goals

• Supports collective development of the team and partners, e.g. peer feedback sessions, collective trainings and demos

• Communicates research contributions, best practices, and impact broadly across the organization

• Supports advancements in and ethical use of AI-enabled research

Participant Management

• Sets up and maintains specialized panels through our own toolset, as needed

• Collaborates with other research teams across the enterprise to set up and use specialized panels through their toolset, as needed

Use your skills to make an impact
 

Required Qualifications

• 8-10 years of experience delivering research ops contributions within digital product organizations

• 5-8 years of experience independently managing research ops

• Exceptional communication, problem-solving, organizational and operational coordination skills; ability to work collaboratively in a complex team and stakeholder environment

• Demonstrated advanced education or expertise in design research tradecraft: BS, MS, or PhD in a research-related discipline (e.g., Statistics, Human Computer Interaction, Human Factors, Business Management, Psychology, Anthropology, Cognitive Science)

Preferred Qualifications

• Familiarity and literacy with a variety of UX and design research methodologies, both quantitative and qualitative

• Passionate about contributing to an organization focused on continuously improving consumer experiences in healthcare

• Experience with design thinking, innovation, and agile product development environments