UX Design Researcher
Spectraforce
South San Francisco, California
a month ago
Job Description
Role: UX Design Researcher
Location: South San Francisco, CA 94080
Duration: 12 months
Willingness and ability to travel, up To 10%
Description:
The Client's Experience Design team is seeking a UX Design Researcher. This role will be responsible for supporting the Experience Design Director in planning and conducting end-to-end customer experience research across the prioritized Experience Operations roadmap. By employing best practices in Design Thinking, Service Design, and Human Centered Design methodologies, the UX Design Researcher will be expected to present research findings at multiple levels within the organization. These findings will include the analysis of qualitative data and metrics to identify current state customer experiences, gaps, opportunities in experiences, and recommendations for competitive brand experiences across the portfolio.
Further, the UX Design Researcher is expected to work closely with the CX Researcher, Sr. Business Analyst, Data Analytics Analyst, and Studio Designers to support transformational opportunities within the patient, customer, and employee experience. This is a varied role that is key to the effective delivery of UX analysis that will drive the experience designs that underpin the strategic transformation of our brands. A vital aspect of the role is a natural orientation towards teamwork as we explore the landscape of patients and customers. As a key contributor, you must demonstrate empathy, the ability to pivot as priorities shift, and a willingness to collaborate using a team-player mindset, a positive attitude coupled with a sense of urgency to deliver results.
The UX Design Researchers will gather insights, and data to support journey mapping, and analysis, as well as the design of CX/UX workshops such as Service Modeling, Journey Mapping, or Design Sprints. This role will be instrumental in the preparation of research materials that result from user sessions and post-session read-outs. All researchers will continually curate and maintain a research library, ensure partner access, and inspire an environment of continuous improvements.
Primary duties and responsibilities
Duties and Responsibilities Description
Approximate % of Time Associated with Each Duty (total of all duties =100%)
CX/UX Research – User Evaluation, Insights & Testing
40%
Collaboration, Facilitation, Session Design
15%
Business Process and Emerging Technologies
10%
Analysis, Synthesis, Strategy
10%
Communications, Reporting, Executive Read-outs
10%
Design Support, Iterative Co-Creation
10%
Stakeholder Relations
5%
List examples of Strategic/Operational decisions and the parts of the business you impact
This role will be responsible for supporting the development of the Human Centered Design practice at client, and will be expected to develop strategies and operational decisions via customer experience insights to impact the following communities:
1. Patients
2. Advocates
3. Caregivers
4. Customers (Physicians and Care Community)
5. Employees
6. Third-Party Partners (to include vendors, sub-contractors, industry research partners and Think Tanks)
EDUCATION
Bachelor’s degree required, preferably in a research-related field such as Human-Centered Design, Human Factors, Information Design, Integrated Design, Psychology, Human-Computer Interaction, Interaction Design, Service Design or a related discipline.
EXPERIENCE
At least 6 to 8 years of related working experience in CX or UX Research disciplines. Also, tangible and credible experience working within a human-centered design practices service design or CX/UX insights team.
A strong foundation in qualitative research, complemented by familiarity with quantitative methods and data analysis—or proficiency in Mixed Methods UX Research—is highly preferred.
Excellent written and verbal communication skills, with high attention to detail
Experience in Mac environments using Google Workspace, MS Suite, including Word, Excel, and PowerPoint, with additional experience using Jira, Confluence, Adobe Analytics, Medallia, or similar.
Able to quickly learn to use new applications for visualizations and communications.
Demonstrated experience with quantitative and qualitative data, and competitive analysis.
Excellent communication skills, written and verbal with high attention to detail.
Main Accountabilities & Required Qualifications
Experience in CX framework exercises: Journey Mapping, Design Thinking, Service Design, and facilitating workshops.
Data gathering by identifying sources of data and insights that help tell the story of the current state experience. (such as Journey Maps, Persona Development, User Flows, Use Cases, etc.)
Customer research experience in interviewing, questionnaire design, documentation, performing validation with customers, and conducting the analysis of data.
Design and Facilitate User Co-Creatio/Co-Design Sessions with partners
Data analysis and triangulating data using a variety of tools to format raw operational data into trends and groupings to reveal the experience beneath the surface and support data-driven design decisions.
Assembling data and insights to formulate the story of the customer experience and converting that data into visualizations and documentation, or via the creation of a journey framework.
Uncover root causes of experience issues and collaborate with Designers and Analysts on new innovation opportunities, enhancements to existing models, or the exploration of external industry integration options.
Coordinate the scheduling and arrangements for audience recruitment, and facilitate Journey Mapping workshops or Design Sprints, including securing attendance of the right stakeholders at the right time.
Document workshop outputs and curate a digital library of CX assets and documents.
Assist the Studio Research and Design Lead(s) in facilitating workshops, helping attendees populate frameworks, supporting breakout groups, and maintaining session outputs and documentation as required.
Familiarity with UX tools such as Smaply, UserZoom, and UserTesting or similar usability platforms.
Preferred Qualifications or Familiarity
Experience in Google Workspace, MS Suite (Word, Excel, PowerPoint), with additional experience using Jira, and Confluence.
Experience engaging with patients, advocates, caregivers, customers, employees, or 3rd party partners within different business functions
Experience with emerging technologies such as AI, machine learning, or AR/VR in a design or research context.
Familiarity with HTML/CSS/JS (preferred).
Analytics Tools: Adobe Analytics, ContentSquare, Medallia, Social Studio, Talkwalker, or similar.
Content Management Systems: AEM, CQ5, or similar.
Proficiency in Process Mapping and Mind Mapping tools: Visio, LucidSpark, or similar.
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $45.00/hr.
Location: South San Francisco, CA 94080
Duration: 12 months
Willingness and ability to travel, up To 10%
Description:
The Client's Experience Design team is seeking a UX Design Researcher. This role will be responsible for supporting the Experience Design Director in planning and conducting end-to-end customer experience research across the prioritized Experience Operations roadmap. By employing best practices in Design Thinking, Service Design, and Human Centered Design methodologies, the UX Design Researcher will be expected to present research findings at multiple levels within the organization. These findings will include the analysis of qualitative data and metrics to identify current state customer experiences, gaps, opportunities in experiences, and recommendations for competitive brand experiences across the portfolio.
Further, the UX Design Researcher is expected to work closely with the CX Researcher, Sr. Business Analyst, Data Analytics Analyst, and Studio Designers to support transformational opportunities within the patient, customer, and employee experience. This is a varied role that is key to the effective delivery of UX analysis that will drive the experience designs that underpin the strategic transformation of our brands. A vital aspect of the role is a natural orientation towards teamwork as we explore the landscape of patients and customers. As a key contributor, you must demonstrate empathy, the ability to pivot as priorities shift, and a willingness to collaborate using a team-player mindset, a positive attitude coupled with a sense of urgency to deliver results.
The UX Design Researchers will gather insights, and data to support journey mapping, and analysis, as well as the design of CX/UX workshops such as Service Modeling, Journey Mapping, or Design Sprints. This role will be instrumental in the preparation of research materials that result from user sessions and post-session read-outs. All researchers will continually curate and maintain a research library, ensure partner access, and inspire an environment of continuous improvements.
Primary duties and responsibilities
Duties and Responsibilities Description
Approximate % of Time Associated with Each Duty (total of all duties =100%)
CX/UX Research – User Evaluation, Insights & Testing
40%
Collaboration, Facilitation, Session Design
15%
Business Process and Emerging Technologies
10%
Analysis, Synthesis, Strategy
10%
Communications, Reporting, Executive Read-outs
10%
Design Support, Iterative Co-Creation
10%
Stakeholder Relations
5%
List examples of Strategic/Operational decisions and the parts of the business you impact
This role will be responsible for supporting the development of the Human Centered Design practice at client, and will be expected to develop strategies and operational decisions via customer experience insights to impact the following communities:
1. Patients
2. Advocates
3. Caregivers
4. Customers (Physicians and Care Community)
5. Employees
6. Third-Party Partners (to include vendors, sub-contractors, industry research partners and Think Tanks)
EDUCATION
Bachelor’s degree required, preferably in a research-related field such as Human-Centered Design, Human Factors, Information Design, Integrated Design, Psychology, Human-Computer Interaction, Interaction Design, Service Design or a related discipline.
EXPERIENCE
At least 6 to 8 years of related working experience in CX or UX Research disciplines. Also, tangible and credible experience working within a human-centered design practices service design or CX/UX insights team.
A strong foundation in qualitative research, complemented by familiarity with quantitative methods and data analysis—or proficiency in Mixed Methods UX Research—is highly preferred.
Excellent written and verbal communication skills, with high attention to detail
Experience in Mac environments using Google Workspace, MS Suite, including Word, Excel, and PowerPoint, with additional experience using Jira, Confluence, Adobe Analytics, Medallia, or similar.
Able to quickly learn to use new applications for visualizations and communications.
Demonstrated experience with quantitative and qualitative data, and competitive analysis.
Excellent communication skills, written and verbal with high attention to detail.
Main Accountabilities & Required Qualifications
Experience in CX framework exercises: Journey Mapping, Design Thinking, Service Design, and facilitating workshops.
Data gathering by identifying sources of data and insights that help tell the story of the current state experience. (such as Journey Maps, Persona Development, User Flows, Use Cases, etc.)
Customer research experience in interviewing, questionnaire design, documentation, performing validation with customers, and conducting the analysis of data.
Design and Facilitate User Co-Creatio/Co-Design Sessions with partners
Data analysis and triangulating data using a variety of tools to format raw operational data into trends and groupings to reveal the experience beneath the surface and support data-driven design decisions.
Assembling data and insights to formulate the story of the customer experience and converting that data into visualizations and documentation, or via the creation of a journey framework.
Uncover root causes of experience issues and collaborate with Designers and Analysts on new innovation opportunities, enhancements to existing models, or the exploration of external industry integration options.
Coordinate the scheduling and arrangements for audience recruitment, and facilitate Journey Mapping workshops or Design Sprints, including securing attendance of the right stakeholders at the right time.
Document workshop outputs and curate a digital library of CX assets and documents.
Assist the Studio Research and Design Lead(s) in facilitating workshops, helping attendees populate frameworks, supporting breakout groups, and maintaining session outputs and documentation as required.
Familiarity with UX tools such as Smaply, UserZoom, and UserTesting or similar usability platforms.
Preferred Qualifications or Familiarity
Experience in Google Workspace, MS Suite (Word, Excel, PowerPoint), with additional experience using Jira, and Confluence.
Experience engaging with patients, advocates, caregivers, customers, employees, or 3rd party partners within different business functions
Experience with emerging technologies such as AI, machine learning, or AR/VR in a design or research context.
Familiarity with HTML/CSS/JS (preferred).
Analytics Tools: Adobe Analytics, ContentSquare, Medallia, Social Studio, Talkwalker, or similar.
Content Management Systems: AEM, CQ5, or similar.
Proficiency in Process Mapping and Mind Mapping tools: Visio, LucidSpark, or similar.
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $45.00/hr.