Client Experience Analyst, UX/UI Designer - Remote

This role will require a rich understanding of design thinking and design systems, the ability to create UI wireframes and prototypes, and the ability to conduct UX/UI usability testing.

Provides a deep understanding of Mayo Clinic Laboratories (MCL) clients to inform client experience strategy, architecture, and design. Tells the story of the client experience with data and in a compelling manner that equips and enables a wide variety of business and practice activities, such as strategic planning, product and solution development, project planning and execution, operations, and issue resolution across MCL. 

Responsibilities Include:

• Planning for, designing, and conducting effective client research and analysis; making the complex clear by synthesizing the results of research and analysis into easy-to-understand findings and actionable recommendations for improving the MCL client experience.
• Presenting results to MCL management, product management, marketing, and other stakeholders as required by the initiative; escalating to the proper levels of management in issue resolution as required.
• Using research and analysis methodologies adapted from the disciplines of human factors, usability engineering, design thinking, and business analysis to tell the comprehensive story of the client experience, including client context, gaps, opportunities, and critical success factors. Methods to be used depend on the project and may include market, trend, and competitive analysis; ethnographic research, interviews, focus groups, prototype validation, surveys, and participatory design techniques; mining research available from external sources; client sentiment, user intent, behavior, workflow, and performance analysis; and use of analytical and modeling tools such as personas, journey maps, scenarios, and user stories, working in partnership with the Client Experience Architect.
• Providing rigorous analysis (both qualitative and quantitative), a data-driven approach to problem-solving, and strong critical, creative, and systems thinking.
• Serving as a client advocate on cross-functional teams formed to implement client experience-related initiatives.
• Supporting the impact and maturation of Client Experience practice, tools, and processes within MCL.
• Providing direction and guidance as appropriate to others working on related or shared activities for which the incumbent has responsibility. May provide direction or subject matter expertise to, or team with, other analysts, based on the expertise required for any given project.
• Providing contextually appropriate direction and mentoring as needed to more junior staff and to any team member unfamiliar with the methodology used by to conduct client insight research and analysis. Externally, this position has frequent contact with clients through a variety of channels.
• Attending conferences to stay abreast of innovation and best practices; contributes to advancing the practice through participation in professional and user groups.

This position is 100% remote work; can work from anywhere in the U.S. Some travel will be required for occasional meetings at the Rochester MN Mayo Clinic Campus based on business need.

This vacancy is not eligible for sponsorship. We will not sponsor or transfer visas for this position. Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program

Master's degree in psychology, business analysis, usability engineering, human factors, design (UX/UI, interaction, interface, industrial, service, or user experience), communication, product management, or a related field and 4 years of experience OR Bachelor's degree in psychology, business analysis, usability engineering, human factors, design (UX/UI interaction, interface, industrial, service, or user experience), communication, product management, or a related field and 6 years of experience.

Additional Qualifications:

• UX and UI Background and Skills
• Demonstrated knowledge of research and analysis methodologies; usability, human factors, and/or Design Thinking concepts and techniques; and/or design research tools and methods.
• Experience with being the voice of the customer, customer experience, marketing, business analysis, user experience, usability engineering, human factors, and/or related fields.
• Exemplary written, visual, and oral communication and storytelling skills.
• Ability to manage ambiguity and work autonomously across multiple complex projects.
•  Keen soft skills.
• Experience interpreting defined business strategy to ensure alignment of client insight activities.

Why Mayo Clinic
Mayo Clinic is top-ranked in more specialties than any other care provider