20 Aug
Senior Customer Experience Design Researcher
Washington, Mountlaketerrace 00000 Mountlaketerrace USA

Vacancy expired!

Join Our Team: Do Meaningful Work and Improve People’s LivesOur purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.To better serve our customers, we’re creating a culture that promotes employee growth, collaborative innovation, and inspired leadership. We are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives!As a Senior Design Researcher you will join our Customer Experience team where you will be responsible for working collaboratively with a group of versatile researchers, strategists, and designers to develop end-to-end customer experiences and services by distilling insights created from customer research. You will provide analysis and synthesis of qualitative and quantitative data to make design recommendations that will inform the creation of new services and the evolution of existing products and services at Premera. You will leverage customer design research methods, including phone surveys, one-on-one interviews, ethnography, customer advisory groups, focus groups, customer prototyping, and design thinking, among other tools. This role will provide insight and design recommendations to a multidisciplinary team that will inform the evolution of existing products and services, as well as the creation of new ones.This is a senior hands-on position requiring intensive experience in customer research. This role will collaborate with teams across the company, particularly product, marketing, and healthcare services teams, and will require regular interaction with executives. You will also work to align the customer experience with the brand and define a differentiated experience that highlights the company’s brand promise. Your work will help to redesign experiences in need of optimization and coordination to help improve customer experience.What you’ll do

Plan, manage, and communicate design projects from research to design

Identify, select, and form the right team(s) to effectively carry out projects

Facilitate collection of customers, internal, and external research using variety of methods, tools, and resources

Use research methods and processes, which include phone surveys, one-on-one sessions, ethnography, customer advisory groups, focus groups, customer prototyping and design thinking, among other tools, assisted by software

Translate research into insights and, ultimately, design principles that optimize product and process design

Manage relationships with stakeholders like designers, product and program managers, and senior leadership throughout the company, providing mentorship to your team

Create ideas based on research

Test and validate ideas internally and with customers

Design holistic experiences with detailed process flows

What you’ll bring

Master’s degree in human centered design or a related area or the equivalent in education and experience

Minimum 5 years relevant professional business experience in User Experience (UX) or Customer Experience (CX) design and/or research

Strong interest in working in the healthcare and/or insurance industries

Experience conducting customer research, including ethnography, interviews, and focus groups

Experience in applying design thinking to developing experiences and products

Demonstrated process and project management skills

Excellent presentation and communication skills (including verbal, written, and visual). Ability to communicate effectively to direct and motivate team and others, maintaining a persuasive and credible presentation style at all levels of the organization

Experience in interpreting customer insights, process analysis, business analysis, process mapping, and process improvement capabilities

Ability to work directly with customers and partners in a sensitive and brand-appropriate way

#GD#LI-NP1What we offer

Medical, vision and dental coverage

Life and disability insurance

Retirement programs (401K employer match and pension plan)

Wellness incentives, onsite services, a discount program and more

Tuition assistance for undergraduate and graduate degrees

Generous Paid Time Off to reenergize

Free parking

Equal employment opportunity/affirmative action:Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785.At Premera, we make healthcare work better. By focusing on improving our customers’ experience purposefully and serving their needs passionately, we make the process easier, less costly, and more positive. Through empathy and advocacy, we change lives.As the leading health plan in the Pacific Northwest, we provide comprehensive health benefits and services to more than 2 million customers, from individuals to Fortune 100 companies. Our services include innovative programs focused on health management, wellness, prevention, and patient safety. We deliver these programs through health, life, vision, dental, disability, and other related products and services.Premera Blue Cross is headquartered in Mountlake Terrace, WA, with operations in Spokane and Anchorage. The company has operated in Washington since 1933 and in Alaska since 1952. With more than 80 years of experience in the region, we deliver innovation, choice, and expertise.

Vacancy expired!


Related jobs

Report job