If you receive an offer of employment for this position, it is contingent on the satisfactory completion of a pre-employment background check, immunization review, and drug screen (including THC/Marijuana). CareOregon is a federal contractor and must comply with all federal laws.

Job Title

User Experience Researcher

Exemption Status

Exempt

Management Level

n/a

Direct Reports

n/a

Manager Title

Manager, Digital Customer Experience

Department

Member Engagement

Requsition

24394

Pay & Benefits

Estimated hiring range $98,390 - $120,250 / year, 5% bonus target, full benefits.

www.careoregon.org/about-us/careers/benefits

Posting Notes

This is a fully remote role open to OR or WA, with occasional travel to our Downtown Portland office.

Job Summary

The User Experience Researcher applies human-centered design and design thinking methods to inform CareOregon’s digital experience strategy and product solutions. The role contributes from conception to implementation including closely examining the current customer journey to provide insight and ideas for designs and solutions; translating research findings into design strategy and requirements; and partnering with internal teams to implement the designs. The User Experience Researcher plays a pivotal role in ensuring that the voice of CareOregon’s customer is heard and reflected in the creation of innovative digital experiences.

Essential Responsibilities

Research & Human-Centered Design

• Build the Digital Member User Research Program in collaboration with internal market research and information services teams.

• Design, lead and conduct user research and design studies to gather systems data and behavioral insights using a variety of methods (e.g., interviews, observation activities, focus groups, surveys, etc.)

• Lead and participate in the analysis, synthesis and reporting of research findings and studies related to the digital experience.

• Obtain expert understanding of digital customer journeys and generate insights; synthesize, document and share findings.

• Translate research data into meaningful and actionable insights for stakeholders.

• Ensure the voice of the customer (VoC) is clearly understood and communicated to all stakeholders through effective presentations and informal conversations.

• Conduct and supervise usability studies to optimize designs for end users.

  Storytelling & Strategy

• Design visual frameworks to inspire and drive innovation in digital customer experience.

• Translate user insights into customer journey maps, customer persona details, product stories, workflows, conceptual mock-ups and models.

• Incorporate VoC research insights into product strategies; translate user insights into product requirements for development partners.

• Provide guidance into the strategic design of an omnichannel experience that includes web, mobile, secure message, chat, and text.

• Advise business partners and a cross-functional digital customer experience product team; promote creative and human-centered approaches to solutions design.

• Assist teams to understand the current state of the customer experience and re-envision the future state.

  Product Delivery & Refinement

• Partner with operational teams to understand workflows and requirements.

• Define minimum viable product (MVP) for products.

• Contribute to solution and prototype development and testing led by Information Services department.

• Partner with IS Development team to refine user design based on A/B testing, user co-design, focus groups, and other user feedback loops.

• Conduct usability testing and participate in user acceptance testing.

• Ensure implementation processes remain on track and in alignment with design strategy.

• Contribute to high-fidelity UX design (wireframes and mockups) led by Brand Marketing and Communications department.

• Facilitate the engagement of end-users in the co-design of member and provider-facing digital solutions.

• Lead field-testing of new ideas and prototypes with members and providers to determine value as needed.

• Support change management with business and operational partners by championing the VoC and helping internal users adapt to new tasks and processes.

  Organizational Responsibilities

• Perform work in alignment with the organization’s mission, vision and values.

• Support the organization’s commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals.

• Strive to meet annual business goals in support of the organization’s strategic goals.

• Adhere to the organization’s policies, procedures and other relevant compliance needs.

• Perform other duties as needed.

  Experience and/or Education

  Required

• Minimum 4 years’ experience in digital user experience design including one (or more) of the following components: design strategy, product design, user experience, user engagement, social impact design, prototyping, human-centered design

• Minimum 1 year experience developing and delivering presentations to management-level audiences

  Preferred

• At least 6 years’ experience in digital user experience design including multiple components listed above

• Experience designing omnichannel consumer experiences across web, mobile, text, chat, and phone

• Experience in front-end user experience design or development for web and/or mobile

• Experience within healthcare field

  Knowledge, Skills and Abilities Required

  Knowledge

• Expertise in human-centered design concepts

• Knowledge of user experience design process tools and best practices

• Familiarity with Agile concepts, Figma, Sketch, Miro, Adobe Suite, and prototyping software and/or similar tools.

• Strong understanding of customer journey analysis methods

• Understanding of workflow analysis methods

  Skills and Abilities

• Advanced skill in conducting research and leveraging data to inform design strategy and direction

• Ability to conduct quantitative and qualitative research

• Strong appreciation for and ability to design for professional users

• Strong skill in innovative and strategic thinking

• Ability to learn iOS and Android design standards

• Moderate-level skill in graphic design

• Skill in Interaction Design practices

• Ability to contribute to prototyping

• Strong writing skills and presentation development and delivery skills

• Strong ability to articulate the value proposition and communicate complex ideas visually

• Strong storytelling skills

• Skill in data analysis and transforming insights into visual representations

• Ability to communicate complex data in a way that is easily understood

• Ability to manage multiple priorities and deliverables and remain organized

• Ability to work effectively with diverse individuals and groups

• Ability to learn, focus, understand, and evaluate information and determine appropriate actions

• Ability to accept direction and feedback, as well as tolerate and manage stress

• Ability to see, read, and perform repetitive finger and wrist movement for at least 6 hours/day

• Ability to hear and speak clearly for at least 3-6 hours/day

  Working Conditions

  Work Enviornment(s): ☒ Indoor/Office ☒ Community ☐ Facilities/Security ☐ Outdoor Exposure

  Member/Patient Facing: ☐ No ☒ Telephonic ☒ In Person

  Hazards: May include, but not limited to, physical, ergonomic, and biological hazards.

  Equipment: General office equipment

  Travel: May include occasional required or optional travel outside of the workplace; the employee’s personal vehicle, local transit or other means of transportation may be used.

#LI-Hybrid

Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment.

Veterans are strongly encouraged to apply.

We are an equal opportunity employer. CareOregon considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status.

Visa sponsorship is not available at this time.