Health Experience Strategy Senior Manager
2 weeks ago
As a Health Experience Strategy Senior Manager at Best Buy Health, you will lead the end-to-end research process for the Experience Strategy and Design team. In this role, you will conduct and oversee qualitative research projects for Best Buy Health's consumer and commercial Stay Well portfolio in support of our mission to enable care at home for everyone.
Key Responsibilities:- Lead the end-to-end research process from secondary synthesis, creating research plans, recommending appropriate methodology, scoping, planning, recruiting to prepping for remote and in-person studies.
- Conduct and oversee qualitative research projects – including, but not limited to: stakeholder, customer and employee interviews, ethnographies, concept testing, baseline & benchmark studies, usability, etc.
- Facilitate cross-functional sessions with design, product, marketing and customer management to identify assumptions and advocate for meaningful research projects that will help inform the company's strategy.
- Maintain our research repository and synthesize existing insights in order to identify pain points, opportunities to improve the overall customer experience.
- Share out actionable insights with partners, leadership through storytelling and updates to the customer journey.
- Manage working with outside vendors to execute studies and source secondary insights.
- Provide guidance and inform experience measurement, testing plans for digital.
- 6 years of relevant experience within customer experience/design (experience design, research, etc.)
- 6+ years experience conducting user and/or customer research
- 2+ years of experience working with agile research and analytics platforms
- 2+ years of experience creating, managing journeys using insights from primary and secondary sources
- 2+ years in or working closely with related roles such as service design, product design or CX strategy
- 2+ years in a team and/or project leadership role
- 2+ years in an omni-channel environment, including e-commerce development and optimization
- 2+ years experience working on health-related experiences and/or experiences for older adults
Best Buy Health is an Affirmative Action and Equal Opportunity Employer dedicated to creating an inclusive environment that values the diversity of our employees and does not discriminate against any employee or applicant. We are committed to equal employment opportunity for all applicants and employees, without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other protected characteristic under applicable law.
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