Senior UX Research, CX Strategist
Job Description: • Build the Function: Develop a company-wide research strategy and roadmap. Stand up tools, repositories, and repeatable processes that scale insight generation and promote evidence-based decisions • Lead Research: Plan and execute qualitative and quantitative studies (interviews, surveys, usability, ethnography) that uncover unmet needs and reveal opportunities to improve engagement, satisfaction, and adherence • Advance Measurement: Partner with analytics and product to define success metrics and link behavioral and attitudinal data, demonstrating clear ROI for research investments • Prioritize the Experience: Identify friction points across digital and service journeys to reduce cost-to-serve, improve retention, and increase referral satisfaction • Drive Insight to Action: Translate research into actionable frameworks and executive narratives that connect *insight → decision → business result*. Influence leaders to prioritize high-impact improvements • Partner Across Teams: Collaborate with Design, Clinical, and Operations teams to embed insight early in product and service development • Enable the Org: Coach product and design teams in lightweight research methods, cultivating a culture of curiosity, empathy, and experimentation Requirements: • 8+ years in UX, CX, or Service Design Research within healthcare, health tech, or other complex service environments • Proven success building or scaling a research function and demonstrating measurable business and user impact • Expertise in qualitative and quantitative methods, synthesis, and storytelling for technical and executive audiences • Ability to connect insight to outcomes across digital, clinical, and operational experiences • Curiosity, empathy, and a bias toward practical, data-driven action Benefits: Apply tot his job