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

Humana’s Customer Experience (CX) team, within the Experience Transformation organization of the Retail Insurance business is seeking a Senior UX Researcher to join working remote. This team was formed to deliver one thing: a personalized, seamless, and easy healthcare experience for all our health plan members. Additionally, 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.

As a 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. In this role, you will be responsible for conducting user 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.

This role also has aspects of participation management (recruiting, screening, scheduling), insight management (collecting, synthesizing, and storing insights), and advocacy to support research at scale.

Key Role Functions

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

• Standardizing research methods and supporting documentation (e.g., scripts, templates, and consent forms) to save time and enable consistent application across teams

• Recruiting and managing research participants across studies

• Managing user-research insights and making data accessible throughout the team and the organization

• Collaborate with cross-functional teams to ensure research is integrated into 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 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

Use your skills to make an impact
 

Required Qualifications

• Bachelor’s degree or higher in a research-related discipline (e.g., Human Computer Interaction, Interaction Design, Human Factors, Psychology, Anthropology, Cognitive Science)

• 3+ years of user research experience on web and/or mobile products

• 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

Additional Information

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested

• Satellite, cellular and microwave connection can be used only if approved by leadership

• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security—both today and in the future, including:

• Health benefits effective day 1

• Paid time off, holidays, volunteer time and jury dut