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UX Design Researcher

2 months ago

San Francisco, California, United States BEPC Inc. - Business Excellence Professional Consulting Full time
About the Role

We are seeking a highly skilled Design Researcher to join our team at BEPC Inc. - Business Excellence Professional Consulting. As a Design Researcher, you will play a key role in supporting our Experience Design Director in planning and conducting end-to-end customer experience research across our prioritized Experience Operations roadmap.

Key Responsibilities
  • Support the Experience Design Director in planning and conducting customer experience research
  • Employ best practices in Design Thinking and Human Centered Design methodologies to present research findings at multiple levels within the organization
  • Work closely with the CX Researcher, Sr. Business Analyst, Data Analytics Analyst, and Studio Design Lead to determine transformational opportunities within the patient, other customers, and employee experience
  • Take the lead in gathering insights and data to support journey analysis and design, and support CX/UX workshops such as Service Modeling, Micro Journey Mapping or Design Sprints
  • Develop strategies and operational decisions via customer experience insights to impact the following communities: patients, advocates, caregivers, customers, employees, and third-party partners
Requirements
  • Experience in CX framework exercises: Journey Mapping, Design Thinking, Facilitating Client facing workshops
  • Customer research experience in interviewing, questionnaire design, and documentation
  • Digital UX design, design of journeys, or contact center operations in a multi-channel environment
  • UX Tools: such as Smaply, UserZoom, User Testing, Prototyping
  • Data gathering by engaging with patients, advocates, caregivers, customers, employees, or 3rd party partners within different business functions which play a part in a customer journey or touchpoint
  • Partners with our marketing research organization for macro customer journey and organizational personas
  • Triangulating data using a variety of tools to format raw operational data into trends, and groupings to show the experience beneath the surface to make data-driven design decisions
  • Excellent written and verbal communication skills, with high attention to detail
  • Experience in Google Workspace, MS Suite, to include Word, Excel, PowerPoint, with additional experience using Jira, Confluence, Adobe Analytics, Medallia or similar
Preferred Qualifications
  • Experience in UX framework exercises: Journey Mapping, Design Thinking, Facilitating Client facing workshops
  • Customer research experience in interviewing, questionnaire design, and documentation
  • Digital UX design, design of journeys, or contact center operations in a multi-channel environment
  • HTML/CSS/JS (preferred)
  • Analytics: Adobe Analytics, Medallia, Social Studio, Talkwalker or similar
  • Content Management: AEM, CQ5 or similar
  • Process Mapping, Mind Mapping, Visio, or similar
Working Conditions
  • Working Conditions: Studio environment in a patient, provider, employee, and customer-facing capacity
  • Location: South San Francisco (preferred)
  • Willingness and ability to travel, up to 10%