Strategic Researcher_

Hingham

Ready to help us transform healthcare? Bring your true colors to blue.

The Strategic Researcher is responsible for leading the research efforts of a cross-functional journey redesign team, working closely with the Experience Designer, Experience Measurement Manager, and Journey Owner. They will be responsible for driving the team's understanding of the member journey, identifying key opportunities for enhancement, and guiding the team's strategic efforts.

The Strategic Researcher operates in partnership with the Experience Designer to manage a Strategic Research Analyst, providing direction and guidance to ensure the team delivers high-quality research and insights into the current-state member experience and emerging industry trends. They will also work with cross-functional partners, such as technology partners and product teams, to ensure that the team's insights can be effectively executed and measured for success.

Success in this role requires a deep understanding of research methodologies and a passion for driving member-centric thinking throughout the organization. The Strategic Researcher leverages their experience with research methodologies, such as ethnography and contextual inquiry, to uncover insights that inform the design of the member journey. They are also responsible for synthesizing insights from various sources, such as member feedback, usability testing, and behavioral research, to inform the team's design decisions.

The Strategic Researcher plays a critical role in driving the transformation to a member-first mindset in end-to-end processes and delivery. They will work with the team to identify necessary research methodologies and tools for the effective execution of research strategies and will play a key role in the iterative enhancement of the experience roadmap through qualitative and quantitative research methods.

This position is eligible for the flex persona.

Your Day to Day:

+ Lead research efforts of the journey team, driving understanding of the member journey and identifying opportunities for enhancement

+ Identify areas requiring testing and research, conduct primary and secondary research, and synthesize insights to identify solutions

+ Synthesize insights from member feedback, usability testing, and behavioral research to inform design decisions

+ Identify necessary research methodologies and tools for executing research strategies effectively

+ Mentor a Strategic Research Analyst in partnership with the Experience Designer, ensuring high-quality research and insights that align with the team's objectives

+ Collaborate with cross-functional partners to ensure effective execution and measurement of the team's insights and solutions

+ Play a key role in enhancing the experience roadmap using qualitative and quantitative research methods and identify metrics to track and measure success

+ Drive the transformation to a member-first mindset in end-to-end processes and delivery, championing member-centric thinking throughout the organization

+ Be T-shaped and support members of the team where required with actions outside of their expertise, contributing to the success of journey redesign

We’re Looking for:

+ Minimum of 5-7 years of experience in a research capacity, with a focus on member experience and human-centered design

+ Excellent research skills, with the ability to lead primary and secondary qualitative and quantitative research efforts, such as ethnographic studies, contextual inquiries, quantitative surveys, focus groups, and usability testing, to uncover insights that inform the design of the member journey

+ Passion for driving member-centric thinking throughout the organization, staying up-to-date with emerging research trends and technologies, and leading research efforts to uncover insights that inform the design of the member journey

+ Ability to synthesize research insights and distill them into tangible actions that drive business outcomes, such as creating design principles, personas, and journey maps

+ Strong communication skills, with the ability to listen deeply, ask great questions, and communicate clearly and succinctly to both designers and non-designers

+ Experience working collaboratively in cross-functional teams and leading research efforts to drive success

+ Strong interpersonal skills, with the ability to build relationships and work effectively with diverse stakeholders across the organization, both within the member experience analytics function and across other business areas

+ Open-mindedness and flexibility, with the ability to approach complex problems with a collaborative mindset

+ Proficiency in research tools and software, such as survey platforms, data analytics tools, and research repositories including UserTesting, UserZoom, Medallia and Qualtrics.

+ Proficiency in collaboration tools such as Miro, Jira, and Confluence

+ Strong project management skills, with the ability to manage timelines and resources to ensure successful completion of measurement deliverables

#LI-HYBRID

Minimum Education Requirements:

High school degree or equivalent required unless otherwise noted above

LocationBoston, HinghamTime TypeFull time

Salary Range: $97,200.00 - $118,800.00

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.

This job is also eligible for variable pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

WHY Blue Cross Blue Shield of MA?

We understand that the confidence gap (heatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/) and imposter syndrome (raintreepayments.com/blog/overcoming-imposter-syndrome/) can prevent amazing candidates coming our way, so please don’t hesitate to apply. We’d love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It’s in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.

As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting our Company Culture (luecrossma.org/us/en/culturepage) page. If this sounds like something you’d like to be a part of, we’d love to hear from you. You can also join our Talent Community (luecrossma.org/us/en/jointalentcommunity?applyType=JTC) to stay “in the know” on all things Blue.

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. For more information on how we work and support that work/life balance visit our "How We Work (luecrossma.org/us/en/how-we-work) " Page.

Voted as the highest in member satisfaction among Massachusetts commercial health plans by JD Power , Blue Cross Blue Shield of Massachusetts is a community-focused, tax-paying, not-for-profit health plan headquartered in Boston. We have been a market leader for over 75 years, and are consistently ranked among the nation's best health plans. Our daily efforts are dedicated to effectively serving our 2.8 million members, and consistently offering security, stability, and peace of mind to both our members and associates.

Our Commitment to You

We are committed to investing in your development and providing the necessary resources to enable your success. We are dedicated to creating a refreshing and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path. We take pride in our diverse, community-centric, wellness-focused culture and believe every member of our team deserves to enjoy a positive work-life balance.

Blue Cross Blue Shield of Massachusetts is an Equal Employment / Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.

Blue Cross Blue Shield of Massachusetts will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Blue Cross Blue Shield of Massachusetts's legal duty to furnish information.