Director of User Experience Research and Testing Job at Pennsylvania Medicine in

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity: Corporate
Department: Web Marketing
Location: This position is based in Philadelphia but is eligible to be performed remotely from within the United States. For remote work outside PA/NJ/DE/MD, employment will be through a third party.
Hours: M-F, 40 hours/week
Salary Range: $99,403.20 to $165,672.00

Summary:

• The Director, User Experience Research and Testing will take on a key role in developing a user-centered design practice which will directly translate into meaningful improvements in the digital engagement of patients, caregivers, referring physicians and other audiences.
  
  Central to this role is the ability to design research studies, expertly plan and carry them out, and demonstrate tangible proficiency in crafting solutions. This role should be ready to contribute to the development of a user-centered design culture and play a crucial role in shaping the digital experiences at Penn Medicine.
  
  The position reports to the Corporate Director of Web Marketing and User Experience.

Responsibilities:

• Lead & conduct research
• Design and implement a variety of user research and testing methods, including user interviews, usability testing, user testing, iterative prototype testing, card sorting, tree testing, heuristic reviews, A/B and multivariate testing, surveys and questionnaires, contextual observation, first click testing
• Collaborate with designers, developers, and stakeholders to understand research needs
• Define research questions and select appropriate methods of data collection
• Develop budgets and timelines for research projects
• Recruit participants for research studies
• Conduct research studies and analyze the data collected
• Transform findings into easily understandable insights and recommended actions
• Present your findings to designers, developers, and other stakeholders

Management:

• Oversight of operational budget of over $250,000 - ensuring that external vendors and contractors produce solutions that meet Penn Medicine's standards at a rate that conforms to industry norms.
• Partner with team leadership with the creation of an annual work plan and setting goals and priorities. Be an expert in communicating divisional priorities.
• Direct or indirect management of one or more direct reports or contractors; fosters the development of junior staff and builds mastery of digital skills and project management. Be a mentor to junior team members.
• Work with subject matter experts to document new work, help estimate budgets, and liaise with the appropriate web team members and vendor partners to document requirements.

Professional Development:

• Stays abreast of health care, marketing, and technology-related issues to serve as a knowledgeable leader and system resource
• Maintains skill levels in technology tools required to perform job requirements.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

Education or Equivalent Experience:

• Bachelor's degree. (Required)
• 9+ years of experience working in a related field. (Required)
• 5+ years of experience designing and implementing a variety of user research and user testing methods, including but not limited to the following: User interviews, Usability testing, Iterative prototype testing, Card sorting, Tree testing, Heuristic reviews, A/B and multivariate testing, Surveys and questionnaires, Contextual observation, first click testing. (Required)
• Master's degree. (Preferred)
• Previous experience in the tech industry. (Preferred)

Skills/Abilities:

• Proven ability to design and implement a variety of user research and user testing methods, e.g., user interviews, user testing, usability testing, card sort, tree testing, iterative prototype testing, surveys and questionnaires, contextual observation
• Ability to analyze data from disparate sources - quantitative and qualitative and statistical analysis - to deliver data-driven insights and recommendations.
• Effectively communicate with stakeholders and with research participants to answer research questions.
• Understand a user's expectations, frustrations, goals, and reasoning process
• Applied experience in design thinking processes and methods.
• Ability to think critically and define the problems you are trying to address and the questions you need to ask.
• A willingness to ask questions rather than rush to provide answers.
• Proven track record of working collaboratively as part of a multi-disciplinary team including content strategists, marketers, and developers.
• Skilled at working with cross-functional and executive-level stakeholders to influence business strategy.
• Innate ability to understand complex systems, how piece parts work together, and to easily traverse between the small components and the big picture.
• Intermediate knowledge of Microsoft Office (including Excel, Word and PowerPoint)
• Ability to learn new systems quickly
• Strong critical thinking, analytic and problem-solving skills
• Ability to work independently and effectively
• Solid understanding of information architecture and digital UX design best practices
• Strong critical thinking, analytic and problem-solving skills
• Strong written and oral communication skills, with ability to establish credibility as a strategic thought partner
• Demonstrated ability developing an organizational approach to online customer review management
• Demonstrated ability managing vendors to align with digital strategic goals

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.