• You are passionate about bringing customer stories to life and driving insights to action
• The ideal candidate will have an “optimistic and anything is possible” mindset and can be both hands on and strategic
• You love building products from the ground up and adjust your approach and methods to the needs of the business
• You enjoy working in a highly collaborative team that isn’t afraid to swing for the fences and exceed expectations even on the most tactical projects
• Proven track record doing and leading strategic generative and evaluative research that inspires an organization to create lovable experiences
• Proven experience scoping and leading research programs, teams and vendors
• Strong body of past work experience and deliverables: demonstrating impact, including generative and evaluative research, and showing track record of managing and executing large research efforts from start to finish
• 10+ years proven success leading user research projects with demonstrated impact
• 10 + years of experience in a full range of research methods (qualitative and quantitative, behavioral and attitudinal, with deep expertise in one or more areas) and activities (study design, test creation, moderation, analysis, reporting, etc.)
• Experience developing inclusive voice of the customer programs that connect an organization with customers

Desirable

• We are looking for an experienced researcher that is passionate about creating change and lovable experiences in healthcare
• In this role you will be responsible for delivering insights that define and shape the roadmap for health experiences at HST & Amazon One Medical
• In your day-to-day you will both inspire and bring clarity to the organization by making sense of what matters to customers regardless of idea size
• You will partner closely with product management, design, tech and other creatives to deliver bar raising and differentiated customer experiences in healthcare
• You’ll influence across teams, have strong written and verbal skills, create compelling narratives through your mix of creative and analytical and product both quant and qual research assets
• You'll ask hard questions, take smart risks, and drive a culture of human-centered design through experimentation with the design, product and technology teams
• Own and create a research roadmap that aligns to and informs business strategy and customer goals supporting multiple VP organizations
• Define, invent, and execute research methods appropriate to the questions at hand, including but not limited to ethnographic and survey techniques—including creating and scaling mechanisms to conduct usability research
• Translate insights into measurable customer experience outcomes aligned to business goals; including but not limited to service design and CXO frameworks
• Collaborate with decision makers at all levels of the organization to take aligned action on research findings – inspire them and help them internalize opportunities to delight customers and differentiate our offerings
• Work collaboratively with a cross-functional team of UX designers, researchers, business partners, design technologists, and developers to envision innovative end-to-end solutions
• Build mechanisms that elevate research within the organization and teaches, mentors and influences others within and outside of the team including using customer feedback to prioritize roadmaps
• As an individual contributor role you will interface with other UX researchers and help shape the center of excellence for the function