Senior UX Research Specialist

The Digital Experience Department at the State Compensation Insurance Fund is seeking a passionate and forward-thinking professional to help us reimagine the future of our digital experience.

We’re looking for someone who can bridge business goals with research-driven insights, helping us create a digital experience that is data-informed, user-tested, and aligned with our vision of delivering an exceptional customer journey.

Note: This is a 24-month contract position.

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Responsibilities

• Measure and research every aspect of our existing digital customer experience to identify what is working, what needs work, and learn how we can deliver an experience that drives self-service and customer satisfaction
• Work with a team of UX designers to ensure they have the information needed to design our future digital experience, and then you’ll test their designs to ensure they got it right
• Partner with our Customer Experience, Center for Strategic Innovation, and technology teams on research efforts and to ensure alignment towards our customer service strategy
• Bring your innovative thinking and UX research experience to our company, brand, and work processes

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Experience & Personal Attributes

• You are naturally curious and you love a good dashboard
• You know how to look at data and gleen relevant business insights
• You know how to present data to business leaders, in a way that is intuitive, tells a story, and resonates
• You know how important attention to detail is, how important substantiating and testing our findings can be
• You highly value organization, coding data, and building a shared knowledge resource that becomes a tool for future efforts
• You can interview business partners and develop research project briefs and plans, then lead the effort to complete the project on time
• You know how to define a problem, set a research goal, and identify the correct research tactics to generate the insights needed to achieve the goal
• You know the best and fastest ways to organize a research practice, so that it delivers consistently the results we need and on time

Qualifications

• You are naturally curious and you love a good dashboard
• You know how to look at data and gleen relevant business insights
• You know how to present data to business leaders, in a way that is intuitive, tells a story, and resonates
• You know how important attention to detail is, how important substantiating and testing our findings can be
• You highly value organization, coding data, and building a shared knowledge resource that becomes a tool for future efforts
• You can interview business partners and develop research project briefs and plans, then lead the effort to complete the project on time
• You know how to define a problem, set a research goal, and identify the correct research tactics to generate the insights needed to achieve the goal
• You know the best and fastest ways to organize a research practice, so that it delivers consistently the results we need and on time

Responsibilities

• Measure and research every aspect of our existing digital customer experience to identify what is working, what needs work, and learn how we can deliver an experience that drives self-service and customer satisfaction
• Work with a team of UX designers to ensure they have the information needed to design our future digital experience, and then you’ll test their designs to ensure they got it right
• Partner with our Customer Experience, Center for Strategic Innovation, and technology teams on research efforts and to ensure alignment towards our customer service strategy
• Bring your innovative thinking and UX research experience to our company, brand, and work processes