Cypress HCM · 2 days ago

User Experience Researcher

United States

Part-time

Remote

Mid Level

$40/hr - $55/hr

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Human ResourcesInformation Technology

Growth Opportunities

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Responsibilities

Conduct all phases of qualitative, quantitative and mixed-methods research (planning, preparation, case studies, deep dives, member interviews, analysis, sharing insights) to understand root causes of member pain points and areas of opportunity.

Monitor digital engagement data to identify trends or changes in utilization

Monitor usage of and member sentiment about member portal (web + mobile) from digital utilization data, surveys, MA contacts, client escalations/feedback and any other identified sources

Where possible, leverage other data sources like digital utilization, MA contact data, demographic data, and claims data to understand segments and how member feedback relates to each related data set.

Identify + distinguish trends between web, app, and web + app users & usage

Keep Insights team/leaders, and key partners across the org deeply informed about member utilization and experience with our digital products

Support UX Design, engineering and Product management partners with design testing & connect to existing learnings gathered through surveys and any other sources

Document key drivers and root causes of member pain points

Follow internal process to submit tickets to address member pain points & highlight overarching product opportunities to help CH meet company goals

Monitor progress towards contract limits

Monitor digital experience survey response volume & flag where there are significant changes impacting our ability to collect representative feedback

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Generative researchEvaluative researchSurvey designData analysisExcelLookerAmplitudeDatabricksBilingual English & Spanish

Required

Generative research, ie interviews, ethnographies, case studies, content/data audits, etc.

Evaluative research, ie concept and usability testing, success metric definition and measurement

Survey design, delivery and data analysis

Analysis of internal and external data sources (ie claims/utilization data, product utilization, public health/demographic data) to inform or guide research

Must-have experience using Excel, Looker (or similar tool)

A keen eye for spotting patterns in complex qualitative and quantitative data

Deep empathy for people navigating health care and costs

Ability to drive work independently through collaboration

Comfort balancing business needs, human complexity, and technical constraints