Job Description

Job Level: This role can be filled at an Experience Researcher or a Sr Experience Researcher level depending on work experience, skills, and demonstrated ability. Please apply if you have the minimum experience required below or if you have much more experience!

About the Career: Lead research activities to identify customer and stakeholder needs, derive insights, and work with member experience team members and other internal key stakeholders to translate insights into strategic and tactical action. Conduct generative and evaluative research, analysis & synthesis, persona development, and measurement to create products and experiences that align to both business and member needs. Working across multiple projects, collaborate with designers, developers, product managers, and other key stakeholders to integrate the research output with key decisions throughout the organization.

Our Ideal Candidate: You have experience and enjoy working with advanced statistics. You look forward to engaging with a large variety of research audiences, both inside and outside our organization (i.e. members, agents, providers, employers, etc). You feel effective when you are part of a team and can partner with other researchers and/or strategists and UX designers on project deliverables.

Qualifications

Required:

• PhD or Master’s degree in Social Sciences (e.g. Economics, sociology, psychology, decision sciences, Human-Computer Interaction), statistics, or related field with experience in design thinking, innovation, rapid prototyping research, or customer experience

OR

• Bachelor’s degree in Social Sciences (e.g. Economics, sociology, psychology, decision sciences, Human-Computer Interaction), statistics, or related field with 2+ years of practical work experience in applied product research, CX Research, UX research, experience design, usability, analytics, data science or product teams. Experience with designing and analyzing A/B experiments

AND

• Knowledge of qualitative research methods and at least one subset of methods (e.g., ethnography)
• Knowledge of quantitative research methods including group comparisons (chi-square, ANOVA), Simple Predictive Statistics (Multiple Linear Regression, PLS Regression), Cluster Analysis, and at least one advanced statistical analytics subset (HLM, SEM, Time Series, etc)
• Strong analytical, and synthesis skills with a proven ability to turn research results into product insights. Experience conveying research findings and implications to audiences
• Track record of collaborating across disciplines (design, engineering, data science) to drive change into products
• Proven ability to work within tight timelines utilizing excellent project management skills

Preferred:

• PhD or Master’s degree in Social Sciences (Anthropology, Sociology, Psychology, Epidemiology, decision sciences, Human-Computer Interaction), Statistics or related field
• Experience working with large-scale data in multi-method studies
• Thorough knowledge and experience across a range of CX research approaches and methodologies

Additional Information

a. In collaboration with product owners, managers, or business stakeholders, develop research methodologies, conduct research, synthesize findings, and create actionable outputs.

b. Work closely with product, design teams, and key stakeholders to identify research questions, build a research plan, and communicate the insights to shape experiences with Wellmark products and capabilities.

c. Conduct quantitative and qualitative research including needs assessment, conceptualization, proposal development, questionnaire design, and data analysis and reporting including the formulation of strategic recommendations to support all experience research initiatives.

d. Design and conduct generative and evaluative research studies using methods such as ethnographic research, interviews, surveys, statistical analysis, usability testing, and collaborative design among others. Identify the best method or mix of methods based on research questions, timeline and resourcing.

e. Proactively and routinely surface fact-based, forward-thinking customer insights across diverse business functions and complex consumer needs.

f. Work cross-functionally with design, product management, engineering, and marketing to integrate research results and recommendations, and advocate on behalf of our customers.

g. Assist in creation and leveraging of a measurement and optimization framework aligned to the roadmap and balancing the needs of member experience product teams and investment value performance.

h. Monitor and report progress of perception experience measures, including member satisfaction. Work with member experience product management and member experience execution teams to identify and curate appropriate experience metrics to assess progress against the member experience roadmap.

i. Other duties as assigned.

_ _ An Equal Opportunity Employer__

The policy of Wellmark Blue Cross Blue Shield is to recruit, hire, train and promote individuals in all job classifications without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or any other characteristic protected by law.

Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact us atcareers@wellmark.com