Washington Health Benefit Exchange
UX Research Associate
Washington Health Benefit Exchange, Olympia, Washington, United States, 98502
The mission of Washington Health Benefit Exchange (Exchange) is to radically improve how Washington residents secure health insurance through innovative and practical solutions, an easy-to-use customer experience, our values of integrity, respect, equity and transparency, and by providing undeniable value to the health care community.
The Exchange is a public-private partnership that operates Washington Healthplanfinder, the eligibility and enrollment portal used by one in four Washington residents to obtain health and dental coverage. Through this platform, and with support from a Customer Support Center and statewide network of in-person navigators and brokers, individuals and families can shop, compare and enroll in private, qualified health plans (as defined in the Affordable Care Act) or enroll in Washington Apple Health, the state Medicaid program.
The Exchange embraces the following equity statement adopted by our Board of Directors:
Equity is fundamental to the mission of the Washington Health Benefit Exchange. The process of advancing toward equity and becoming anti-racist is disruptive and demands vigilance to dismantle deeply entrenched systems of privilege and oppression. While systemic racism is a root cause of many societal inequities, we must also use an intersectional approach to address all forms of bias and oppression, which interact with and often exacerbate racial inequities. To be successful, we must recognize the socioeconomic drivers of health and focus on people and places where needs are greatest. As we listen to community, we must hold ourselves accountable to responding to recommendations to remedy inequitable policies, systems, or practices within the Exchange’s area of influence. Our goal is that all Washingtonians have full and equal access to opportunities, power and resources to achieve their full potential.
SUMMARY
The UX Research Associate will be a partner in bringing customer insights to the forefront in product and experience design and help our customers achieve their goals throughout their journey with the Exchange and our products. They will help conduct UX research, ensure the Research team successfully democratizes research across the organization, recruit the right participants, and ensure that we are inclusive and representative of the population we serve. The Research Associate will work collaboratively and cross-functionally with UX research and design, communications and outreach, policy, accessibility, and product teams to collectively address research and recruitment needs and data requests.
DUTIES AND RESPONSIBILITIES• Manage customer research repository to ensure key findings and research reports are organized and accessible across the organization.• Design and build usability research studies, including A/B tests, click tests, tree tests, surveys, and think-a-loud studies, with support from the UX Researcher and/or Senior UX Researcher.• Collect and analyze quantitative and qualitative data and translate into actionable insights.• Lead participant recruitment activities based on research needs, including communications, scheduling, participant management, and compensation in accordance with policies and procedures.• Collaborate with other departments as needed, including Communications, Outreach, and Customer Support, on recruitment, gathering customer data, and reporting.• Alongside UX Research team, manage research tools and identify opportunities to continue building and improving our research toolkit.• Support the UX team, workgroups, and other internal teams on ad-hoc data and research requests as needed.• Other duties as assigned.
QUALIFICATIONS
Required:• Bachelor’s degree in a related field AND at least two years of experience in user research, research operations, project management, or other related field. (NOTE: Qualifying experience may substitute year for year for education.)• Knowledge of human-centered design, user experience, customer research, and/or web interaction design.• Experience using research tools such as UserZoom, UserTesting, EnjoyHQ, and/or SurveyMonkey.• Excellent written and verbal communication skills with strong attention to detail.• Strong analytical skills and able to make sense out of complex quantitative and qualitative data.• Motivated, organized, and flexible self-starter able to manage multiple projects.• Strong interpersonal skills with the ability to work with individuals from diverse backgrounds and experiences, all levels of business, and external partners.• Proficient with Microsoft Office Suite, including Excel and PowerPoint.
Desired:• Familiarity with inclusive and ethical user research.• Knowledge of research operations and/or research repositories.• Empathy-driven storyteller with a passion for uplifting customer stories and experiences.• Comfortable with ambiguity and approaching complex problems.• Experience in Agile/Scrum environment; Jira and Confluence project management tools.• Proficient in an additional language.
APPLICATION INSTRUCTIONS
This position will be open until we find a suitable number of candidates to review. If interested, please submit an application with a cover letter ( required ) as soon as possible. The Exchange reserves the right to close the recruitment at any time.
SALARY INFORMATION
Full Salary Range: $72,098.00 to $108,146.00 annually, with midpoint at $90,122.00.
Hiring Range: $82,912.00 and $90,122.00 annually. This is an estimate of where a qualified candidate can expect to receive an offer.
The actual salary offer will consider candidate experience, skills, qualifications, internal equity, and the market. Our compensation policy reserves the salary range above the midpoint for employees who are meeting and exceeding expectations and for growth and development, up to the maximum.
BENEFITS
Take a peek at our benefits package.
WORKING CONDITIONS
Core business hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. There are times where irregular hours will be required. The preferred duty station is our Olympia, Washington headquarters. The nature of this role relies heavily on remote and in-person collaboration. While a hybrid remote and on-site schedule may be considered, the position will require flexibility to allow for in-office availability as business needs dictate. Travel requirements will be limited, however there may be occasions where an employee is required to travel and work irregular hours to attend meetings or trainings. Duties of this position require the use of standard office furniture and equipment, including setup for remote work. The employee is responsible for providing and maintaining a safe, ergonomic, and secure workspace at their remote location.
The working conditions and physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SPECIAL REQUIREMENTS
A criminal background screen will be conducted for candidates under final consideration, and if hired, every five years of employment where highly sensitive data is processed or maintained by the position. The result of this background screen must meet the Exchange’s eligibility standards.
OTHER INFORMATION
The above statements are intended to describe the general nature and levels of work being performed. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills of personnel so classified.
This is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.
The Washington Health Benefit Exchange is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
We participate in E-Verify. You can view the Department of Justice's Right to Work poster here.
The Exchange is a public-private partnership that operates Washington Healthplanfinder, the eligibility and enrollment portal used by one in four Washington residents to obtain health and dental coverage. Through this platform, and with support from a Customer Support Center and statewide network of in-person navigators and brokers, individuals and families can shop, compare and enroll in private, qualified health plans (as defined in the Affordable Care Act) or enroll in Washington Apple Health, the state Medicaid program.
The Exchange embraces the following equity statement adopted by our Board of Directors:
Equity is fundamental to the mission of the Washington Health Benefit Exchange. The process of advancing toward equity and becoming anti-racist is disruptive and demands vigilance to dismantle deeply entrenched systems of privilege and oppression. While systemic racism is a root cause of many societal inequities, we must also use an intersectional approach to address all forms of bias and oppression, which interact with and often exacerbate racial inequities. To be successful, we must recognize the socioeconomic drivers of health and focus on people and places where needs are greatest. As we listen to community, we must hold ourselves accountable to responding to recommendations to remedy inequitable policies, systems, or practices within the Exchange’s area of influence. Our goal is that all Washingtonians have full and equal access to opportunities, power and resources to achieve their full potential.
SUMMARY
The UX Research Associate will be a partner in bringing customer insights to the forefront in product and experience design and help our customers achieve their goals throughout their journey with the Exchange and our products. They will help conduct UX research, ensure the Research team successfully democratizes research across the organization, recruit the right participants, and ensure that we are inclusive and representative of the population we serve. The Research Associate will work collaboratively and cross-functionally with UX research and design, communications and outreach, policy, accessibility, and product teams to collectively address research and recruitment needs and data requests.
DUTIES AND RESPONSIBILITIES• Manage customer research repository to ensure key findings and research reports are organized and accessible across the organization.• Design and build usability research studies, including A/B tests, click tests, tree tests, surveys, and think-a-loud studies, with support from the UX Researcher and/or Senior UX Researcher.• Collect and analyze quantitative and qualitative data and translate into actionable insights.• Lead participant recruitment activities based on research needs, including communications, scheduling, participant management, and compensation in accordance with policies and procedures.• Collaborate with other departments as needed, including Communications, Outreach, and Customer Support, on recruitment, gathering customer data, and reporting.• Alongside UX Research team, manage research tools and identify opportunities to continue building and improving our research toolkit.• Support the UX team, workgroups, and other internal teams on ad-hoc data and research requests as needed.• Other duties as assigned.
QUALIFICATIONS
Required:• Bachelor’s degree in a related field AND at least two years of experience in user research, research operations, project management, or other related field. (NOTE: Qualifying experience may substitute year for year for education.)• Knowledge of human-centered design, user experience, customer research, and/or web interaction design.• Experience using research tools such as UserZoom, UserTesting, EnjoyHQ, and/or SurveyMonkey.• Excellent written and verbal communication skills with strong attention to detail.• Strong analytical skills and able to make sense out of complex quantitative and qualitative data.• Motivated, organized, and flexible self-starter able to manage multiple projects.• Strong interpersonal skills with the ability to work with individuals from diverse backgrounds and experiences, all levels of business, and external partners.• Proficient with Microsoft Office Suite, including Excel and PowerPoint.
Desired:• Familiarity with inclusive and ethical user research.• Knowledge of research operations and/or research repositories.• Empathy-driven storyteller with a passion for uplifting customer stories and experiences.• Comfortable with ambiguity and approaching complex problems.• Experience in Agile/Scrum environment; Jira and Confluence project management tools.• Proficient in an additional language.
APPLICATION INSTRUCTIONS
This position will be open until we find a suitable number of candidates to review. If interested, please submit an application with a cover letter ( required ) as soon as possible. The Exchange reserves the right to close the recruitment at any time.
SALARY INFORMATION
Full Salary Range: $72,098.00 to $108,146.00 annually, with midpoint at $90,122.00.
Hiring Range: $82,912.00 and $90,122.00 annually. This is an estimate of where a qualified candidate can expect to receive an offer.
The actual salary offer will consider candidate experience, skills, qualifications, internal equity, and the market. Our compensation policy reserves the salary range above the midpoint for employees who are meeting and exceeding expectations and for growth and development, up to the maximum.
BENEFITS
Take a peek at our benefits package.
WORKING CONDITIONS
Core business hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. There are times where irregular hours will be required. The preferred duty station is our Olympia, Washington headquarters. The nature of this role relies heavily on remote and in-person collaboration. While a hybrid remote and on-site schedule may be considered, the position will require flexibility to allow for in-office availability as business needs dictate. Travel requirements will be limited, however there may be occasions where an employee is required to travel and work irregular hours to attend meetings or trainings. Duties of this position require the use of standard office furniture and equipment, including setup for remote work. The employee is responsible for providing and maintaining a safe, ergonomic, and secure workspace at their remote location.
The working conditions and physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SPECIAL REQUIREMENTS
A criminal background screen will be conducted for candidates under final consideration, and if hired, every five years of employment where highly sensitive data is processed or maintained by the position. The result of this background screen must meet the Exchange’s eligibility standards.
OTHER INFORMATION
The above statements are intended to describe the general nature and levels of work being performed. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills of personnel so classified.
This is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.
The Washington Health Benefit Exchange is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
We participate in E-Verify. You can view the Department of Justice's Right to Work poster here.