Principal UX Researcher, Health Storefront & Tech
Unclassified - San Francisco, CA
posted 4 months ago
About the position
At Amazon, we are on a mission to make it dramatically easier for customers to access the healthcare products and services they need to get and stay healthy. We are looking for an experienced Principal UX Researcher who is passionate about creating change and delivering lovable experiences in healthcare. In this role, you will be responsible for delivering insights that define and shape the roadmap for health experiences at Health Storefront & Amazon One Medical. You will play a crucial role in bringing customer stories to life and driving insights to action, inspiring and clarifying what matters to customers regardless of the size of the idea. You will partner closely with product management, design, tech, and other creatives to deliver bar-raising and differentiated customer experiences in healthcare. The ideal candidate will possess an optimistic mindset, believing that anything is possible, and will be both hands-on and strategic. You will enjoy building products from the ground up, adjusting your approach and methods to meet the needs of the business. Working in a highly collaborative team, you will not shy away from ambitious goals and will strive to exceed expectations even on the most tactical projects. In your day-to-day responsibilities, you will influence across teams, utilizing strong written and verbal skills to create compelling narratives through a mix of creative and analytical insights. You will ask hard questions, take smart risks, and drive a culture of human-centered design through experimentation with design, product, and technology teams. Your role will involve owning and creating a research roadmap that aligns with and informs business strategy and customer goals, supporting multiple VP organizations. You will define, invent, and execute research methods appropriate to the questions at hand, including ethnographic and survey techniques, and create mechanisms to conduct usability research at scale. You will translate insights into measurable customer experience outcomes aligned with business goals, including service design and CXO frameworks. Collaborating with decision-makers at all levels of the organization, you will inspire them to take aligned action on research findings and help them internalize opportunities to delight customers and differentiate our offerings. Additionally, you will work collaboratively with a cross-functional team of UX designers, researchers, business partners, design technologists, and developers to envision innovative end-to-end solutions. As an individual contributor, you will interface with other UX researchers and help shape the center of excellence for the function, mentoring and influencing others within and outside of the team, using customer feedback to prioritize roadmaps.
Responsibilities
- 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 ethnographic and survey techniques.
- Translate insights into measurable customer experience outcomes aligned to business goals, including service design and CXO frameworks.
- Collaborate with decision makers at all levels of the organization to take aligned action on research findings.
- 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 teach, mentor, and influence others within and outside of the team.
Requirements
- 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) and activities (study design, test creation, moderation, analysis, reporting, etc.).
- 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.
- Experience developing inclusive voice of the customer programs that connect an organization with customers.
- Exceptional interpersonal, motivational, and communication skills to build trust across teams.
- Ability to deal with ambiguity, strong sense of ownership, urgency, and flexibility.
Nice-to-haves
- Experience in the health space and delivering experiences to all customers.
- Experience engaging product and design teams in analogous and inspirational research to inform product direction.
- Creative and pragmatic approach that aligns with agile research practices and brings qualitative and quantitative insights together.
Benefits
- Full range of medical, financial, and/or other benefits including equity and sign-on payments as part of a total compensation package.
