UX Researcher I - 014649

Company: Excellus BlueCross BlueShield
Location: Rochester
Posted on: February 23, 2021

Job Description:

Under the direction of the Director of Marketing Technology & Experience, the UX Researcher supports the Health Plan's digital strategic initiatives and business goals by moderating/evaluating feedback from a broad range of demographics, gathering actionable data from a wide variety of research methods, facilitating usability study setups, supporting generation of new methodologies and assisting in developing reports and data-driven recommendations used to evaluate designs and inspire new ideas across all digital channels (web, mobile, social and email). Essential Responsibilities/Accountabilities
All Levels

• Facilitates stakeholder interviews, user research, contextual inquiry research, in-person and remote usability testing, competitive analysis, to determine gaps in features and channels (web, mobile, email) to aid in prioritization and synthesize strategies.
• Develops user personas and scenarios; understand target audiences' needs, tasks and goals, and then translates feature/functions into simple wireframes and functional components.
• Develops and documents information hierarchies and architectures across all digital channels (web, mobile, email, social) and provides recommendations for improvements to stakeholders.
• Conducts and/or coordinates evaluation techniques, including design walkthroughs, user feedback sessions and formal usability testing to validate proposed design solutions with stakeholders and end users against usability goals and heuristics.
• Prepares formal reports of recommendations and presents to teammates, business stakeholders and management.
• Collaborates with product owners and business teams to evaluate research methods for determining customer needs and the planning and development of solutions.
• Recommends optimized email, SMS and social experiences based on reports from Digital Analytics Manager.
• Conducts research to learn about new technologies, capabilities, and trends in digital marketing and ensures we adhere to best practices.
• Monitors 'Best in Class' and competitor websites, mobile apps, emails and social channels to benchmark improvement ideas.
• Creates and maintains detailed documentation on findings, recommendations, practices and processes.
• Travels within our plan service area to attend and present information at meetings with staff and customers.
• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values, adhering to the Corporate Code of Conduct and leading to the Lifetime Way values and beliefs.
• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
• Regular and reliable attendance is expected and required.
• Performs other functions as assigned by management. Level II - UX Researcher & Strategy Lead
  • Manages projects of large complex scope with multiple cross functional teams.
  • Serves as a mentor to less experienced team members.
  • Serves as a subject matter expert in multiple areas or products within the division.
  • Coaches and counsels members of cross-functional teams to accomplish projects, meet established schedules, or resolve technical/operational issues. Level III - UX Research & Strategy Lead II
    • Overall accountability for the successful development and implementation of a comprehensive UX research process.
    • Directs subordinate staff and fosters positive attitudes among staff on quality and safety to ensure that delivered service meets agreed service levels. Monitors and evaluates quality of performance from all work within scope of responsibility. Briefs staff on their individual and team performance.
    • Acts as Change Leader implementing changes that benefit Excellus Heath Plan.
    • Communicates and comprehends business strategy and drives strategic recommendations and facilitates related implementations. Minimum Qualifications: NOTE: We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities. All Levels
      • Bachelor's degree in computer science, human computer interaction, business administration, marketing research or related field with a minimum of 3 years' total experience with digital usability analysis and strategy.
      • Must be proficient in testing, with an eye for detail and a keen attention to process.
      • Proficient with web testing--tools such as Visual Sciences/Omniture Insight, Omniture Site Catalyst, Omniture Test & Target, Tealeaf, Foresee, OpinionLab, and Loop11.
      • Proficient with wireframing or mock-up tools like Axure, Balsamiq, or Adobe XD.
      • At least one years' experience with Litmus or other email testing tools.
      • At least one years' experience with social publishing and monitoring tools like Sprinklr, Radian6 or HootSuite.
      • Experience with Salesforce Marketing Cloud preferred.
      • Considered an expert in the discipline. Understands web technologies, their capabilities, interactions and their effect on the end user experience.
      • Must be equally as competent and experienced with journey mapping, personas and wireframes as they are with conversion rates, competitive benchmarking and testing and learning across all digital channels including web, mobile, social and email.
      • Self-motivated, able to analyze problems and identify solutions with minimal direction, flexible, able to meet deadlines, able to manage project schedules, and work well in a fast paced, high volume team environment.
      • Strong--communication, writing, presentation, public speaking and interpersonal skills required. Must have the ability to translate and effectively communicate complex information into layman's terms. Facilitation skills to lead requirements elicitation meetings and projects. Level II - UX Research & Strategy Lead
        • A minimum of 5 years' total experience with digital usability analysis and strategy, 5 years' experience in web/mobile usability, and at least 2 years' experience with email, social and SMS.
        • Must have experience in leading projects with an emphasis on formulating strategic planning and evaluating current state against long term roadmap/goals. Level III - UX Research & Strategy Lead II
          • A minimum of 7 years' total experience with UX research and strategy across all channels.
          • Demonstrated leadership, decision making, and team building skills. Physical Requirements Ability to independently travel across all regions. ************ The Lifetime Healthcare Companies aims to attract the best talent from diverse socioeconomic, cultural and experiential backgrounds, to diversify our workforce and best reflect the communities we serve. Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce. OUR COMPANY CULTURE: Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits. In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position. Equal Opportunity Employer Qualifications Education Preferred Bachelors or better in Business, Mgt, Marketing. Bachelors or better in Computer Science. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Excellus BlueCross BlueShield, Rochester , UX Researcher I - 014649, Other , Rochester, New York