Senior UX Researcher, Care and Clinical Platform

We’re growing fast and are looking for a talented Senior UX Researcher to join our team.

Our mission
At Included Health, we’re on a mission to raise the standard of healthcare for everyone. We’re a new kind of healthcare company, focused on breaking down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need. We offer guidance, advocacy, and access to personalized care for urgent care, primary care, behavioral health, and specialty care. We’re especially focused on increasing access to high-quality and culturally competent providers that can raise care equity for the LGBTQ+ community, Black Americans and other communities who have been historically disenfranchised and underserved in the US healthcare system.

Our team
We’re an energetic and collaborative team of researchers, content writers and designers working closely with our product management, engineering and data science teams. Our research helps inspire, design, and build the products that fuel Included Health’s mission to raise the standard of healthcare for everyone, everywhere. We have a direct impact on product strategy, roadmaps, and new experiences. We are passionate advocates for all our users - from our award-winning care coordinators, to our doctors and clinicians, to the members who use our products every day. We are transforming a confusing and archaic system and we relish the challenge of making life better for the people who need us the most. We're working on building a research team that mirrors the inclusivity of our member community.

You!
We’re looking for a Senior UX Researcher to specifically focus on improving day-to-day work experiences of our frontline healthcare team, including care coordinators, doctors, nurses and therapists. From building empathy for the challenges they face to enhancing the efficiency of the technology they use, you’ll enable our care and clinical teams to do their best work and achieve our mission of raising the standard of healthcare. This role will sit within the Design, Research & Content practice and will report into the Director of Research & Content.

Responsibilities:

• In this role, you’ll conduct mixed methods research to uncover actionable and meaningful insights about how we deliver our healthcare services and explore ways make it better. You’ll work closely with a dedicated group of product managers and designers to create a more efficient and joyful experience across multiple internal tools and complex workflows. You’ll use your research learnings to build empathy for our frontline healthcare team and will know you’re successful when you've influenced strategic decisions that alleviate their biggest pain points. Specifically you'll:- Create a research roadmap. You'll work with your PMs and designers to identify, prioritize, and scope research needs from small to large. You'll zoom in on where and how you can create the most impact. You'll advocate for the value of research across the product development process.
• Design and execute research projects, choosing the right mix of quantitative and qualitative methods to gather deep insights quickly. You'll collaboratively bring your team members into your research process to ensure a shared understanding of our care and clinical teams and the problems we’re trying to solve.
• Share insights with clarity and rigor. You’ll drive your team towards empathy-fueled action by facilitating ideation sessions, advocating for product changes and more.
• Contribute to building our Included Health research practice, including creating ways to enhance the visibility of our research, learning from other's skills and sharing your own, and developing helpful tools and templates.

Qualifications:

• 5-7 years of experience in user research inside product teams at innovative consumer, digital or mobile companies. Bonus points for experience in healthtech and/or with complex internal tools and workflows.
• Empathy, knowledge and a deep desire to improve healthcare experiences, especially for frontline healthcare workers and underserved communities in the United States. We welcome you to share any personal life experiences that power your empathy and understanding of these groups.
• Natural collaborator with experience building positive, trusting relationships with PMs, designers, data scientists and frontline teams. Enjoys the benefits and challenges of working at a start-up.
• Track record of influencing strategic decisions and driving user impact through research. Clear and persuasive style of communicating research findings.
• Strong organizational and project management skills
• Experience conducting qualitative and quantitative research using a range of techniques, including 1:1 interviews, concept testing, usability testing, ethnographies, focus groups, surveys and co-creation workshops.
• Expertise in different types of research, including exploratory research, evaluative research, segmentation, value proposition, satisfaction, new product/feature testing and more.
• Proficiency with research software tools, including Qualtrics, SurveyMonkey, User Interviews, DScout, Figma, Airtable and more.
• Growth mindset, enjoys learning and growing research skills.
• Bachelor’s Degree or Master’s Degree in any relevant field, including but not limited to Business, Market Research, UX Research & Design, Public Health or Social Sciences (Psychology, Communications, Anthropology, Sociology).

Location
We have a “remote first” culture, so this role may be based anywhere in the United States. We are headquartered in San Francisco.

Benefits
Just like our members, we want you to be well and thrive. Our benefits package includes:Healthcare coverage, retirement plans with 401k match, unlimited paid time off, paid parental leave and a monthly WFH stipend.

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.