Job Description
The Experience Design team is seeking a UX Researcher. This role will be responsible for supporting the Experience Design Director in planning and conducting end-to-end customer experience research across the prioritized Experience Operations roadmap. By employing best practices in Design Thinking and Human Centered Design methodologies, the Design Researcher will be expected to present research findings at multiple levels within the organization. These findings will include the analysis of qualitative data and metrics to identify current state customer experiences, gaps and opportunities in experiences, and the comparison of brand experiences across the portfolio.
Further, the UX Design Researcher is expected to work closely with the CX Researcher, Sr. Business Analyst, Data Analytics Analyst, and Studio Design Lead to support transformational opportunities within the patient, other customers, and employee experience. This is a varied role that is key to the effective delivery of analysis that will drive the experience designs which underpin strategic transformation within the brand. It requires a natural orientation towards patients and customer empathy, the ability to pivot and shift priorities, a collaborative team-player mindset, and a positive attitude coupled with a sense of urgency to deliver results.
The Experience Design Researchers will gather insights, and data to support journey analysis and design of CX/UX workshops such as Service Modeling, Micro Journey Mapping or Design Sprints. This role will be instrumental in the preparation of materials preceding these events and post-event read-outs, curating a library of experience journey maps and design documents that can be referred to and updated to inspire a learning environment, and continuous improvement.
EDUCATION – Bachelor’s degree required, preferably in a research-related field such as Human-Centered Design, Human Factors, Information Design, Integrated Design, Psychology, Human-Computer Interaction, Interaction Design, Service Design or a related discipline.
EXPERIENCE – At least 5 years of related working experience in CX or UX Research disciplines. Also, tangible and credible experience working within a human-centered design practice or CX/UX insights team.
? A strong foundation in qualitative research, complemented by familiarity with quantitative methods and data analysis—or proficiency in Mixed Methods Research—is highly preferred.
? Excellent written and verbal communication skills, with high attention to detail
? Experience in Google Workspace, MS Suite, including Word, Excel, and PowerPoint, with additional experience using Jira, Confluence, Adobe Analytics, Medallia or similar.
? Able to quickly learn to use new applications for visualizations and communications.
? Excellent communication skills, written and verbal
Main Accountabilities & Required Qualifications
? Experience in CX framework exercises: Journey Mapping, Design Thinking, Service Design and facilitating workshops.
? Data gathering working with personas to identify sources of data and insights that help tell the story of the current state experience.
? Customer research experience in interviewing, questionnaire design, documentation and performing validation with customers, and conducting the analysis of data.
? Data analysis and triangulating data using a variety of tools to format raw operational data into trends and groupings to reveal the experience beneath the surface and support data-driven design decisions.
? Excellent written and verbal communication skills, with high attention to detail.
? Assembling data and insights to formulate the story of the customer experience and converting that data into visualizations and documentation, or via the creation of a journey framework.
? Uncover root causes of experience issues and collaborate with Designers and Analysts on new innovation opportunities, enhancements to existing models, or the exploration of external industry integration options.
? Coordinate the scheduling and arrangements for audience recruitment, facilitate Journey Mapping workshops or Design Sprints, including securing attendance of the right stakeholders at the right time.
? Document workshop outputs and curate a digital library of CX assets and documents.
? Assist the Studio Research and Design Lead(s) in facilitating workshops, helping attendees populate frameworks, supporting breakout groups, and maintaining session outputs and documentation as required.
? Familiarity with UX tools such as Smaply, UserZoom, and UserTesting or similar usability platforms.
Preferred Qualifications:
? Experience in Google Workspace, MS Suite (Word, Excel, PowerPoint), with additional experience using Jira, Confluence.
? Experience engaging with patients, advocates, caregivers, customers, employees, or 3rd party partners within different business functions
? Experience with emerging technologies such as AI, machine learning, or AR/VR in a design or research context.
? Familiarity with HTML/CSS/JS (preferred).
? Analytics Tools: Adobe Analytics, ContentSquare, Medallia, Social Studio, Talkwalker, or similar.
? Content Management Systems: AEM, CQ5, or similar.
? Proficiency in Process Mapping and Mind Mapping tools: Visio, LucidSpark, or similar.
Breakdown of Responsibilities:
- CX/UX Research – User Evaluation, Testing & Insight Generation 45%
- Communications, Reporting, Collaboration 20%
- Analysis, Strategy 15%
- Stakeholder Relations 10%
- Design Support 5%
- Business Process 5%
This role will be responsible for to support the development of the Human Centered Design practice at Genentech, and will be expected to develop strategies and operational decisions via customer experience insights to impact the following communities:
1. Patients
2. Advocates
3. Caregivers
4. Customers (Physicians and Care Community)
5. Employees
6. Third-Party Partners (to include vendors, sub-contractors, industry research partners and Think Tanks)
? Working Conditions: Studio environment in a patient, provider, employee, and customer-facing capacity.
? Hybrid work environment: Mandatory on-campus attendance policy: Contractors are required to work on the South San Francisco Campus three days a week
? Location: South San Francisco (required)
? Willingness and ability to travel, up To 25% (occasionally)
Pay Rate Range: $50-68/hr depending on experience
Job Tags
Contract work, For contractors, Work experience placement, For subcontractor, Work at office, Shift work, 3 days per week,