Sr. Mixed Methods Ux Researcher

The Experience Research and Insights (XIA) team is a group of researchers and analysts who are passionate about our customers and committed to advocating for them in everything that we do. Leveraging quantitative and qualitative methods to create personas, map customer journeys and track customers digital experience, the team supports our business to create insights-informed and customer-focused solutions.

Intro

As a Sr. Mixed Methods User Experience (UX) Researcher on this team, you will help our design team learn about our users so they can design better systems for them. You'll help our product owners and software engineers get aligned on courses of action that will improve our users' digital experiences. You'll identify opportunities and share data-driven insights and visuals, apply data wrangling skills, construct and interpret qualitative and quantitative analyses, and build statistical studies, all in order to measure and quantify what we learn, invent and build at Evernorth.

Responsibilities

• Partner with cross-functional teams to proactively identify, prioritize and lead generative research that influences and drives our research strategy and roadmaps.
• Own and lead research that focuses on understanding our users and their end-to-end journey across various enterprise products.
• Develop research plans and recruitment criteria with stakeholder input.
• Collect research data using a broad range of methods (e.g. interviews, focus groups, co-creation, ethnographic observation, diary studies, and surveys) directly, in collaboration with other research staff, or using vendors.
• Triangulate and report on data from many disparate data sources (qualitative and quantitative, e.g. interview data, digital feedback data, member segmentation data, and analytics) to tell a cohesive end-to-end story about our users.
• Compile and present learnings to relevant partners and stakeholders in a clear and actionable way.
• Provide guidance and training across the organization to support the continued awareness and use of relevant personas and journey maps.
• Lead workshops that enable teams and stakeholders to build clarity and alignment.
• Be a customer advocate and ensure our stakeholders have a clear picture of the end user experience and their requirements.
• Investigate and socialize new technology, processes, and/or research approaches to streamline operations and research practices.

We are looking for a UX Researcher with a passion for user experience. You will be expected to work cross functionally along with other senior researchers, data teams, business and product teams, and the extended experience design team to track quantitative and qualitative markers of the end-to-end customer journey.

You will research and analyze the data to distill customer trends, identify and size opportunities to improve the customer experience and achieve business goals.

You will be asked to test ideas that give us a deeper understanding of user behavior and deliver well designed documentation to support the design and execution of the customer experience and related products. This includes helping to create user personas, model customer journeys, and conduct generative research. Data visualization and presentation skills are key in this role.

Our ideal candidate brings the following skills:

• Qualitative and Quantitative Research
• Data visualization, storytelling and presentations
• Journey analytics creation
• Consultative and strong interpersonal skills

Tools:

Remote testing tools (ie. UserZoom, DScout), Figma,Excel, Tableau, teamwork in JIRA, Confluence, and MS Office.R preferred

Qualifications

• BA/BS in related field; advanced degree in Cognitive Science, Statistics, Human-Psychology, Computer Science, Human Computer Interaction or related field preferred.
• 5+ years UX or mixed methods research experience
• Experience using a variety of methods for both remote and in-person research (persona development, journey mapping, user flows, survey, generative interviews, cognitive walkthroughs, participatory design/co-creation workshops, assumption mapping)
• Ability to manage a research project form end-to-end including eliciting stakeholder goals, study design, screener development and recruiting management, test moderation, data analysis and reporting.
• Must have excellent oral, written and communication skills.
• Customer centricity is a must to lead by example.
• Ability to prioritize and handle multiple tasks.
• Demonstrated ability to meet project deadlines and deliverables
• Continued enhancement of Technical Skills through continuing education/seminars and interaction with other Technology disciplines

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 102,500 - 170,900 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna .

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

Cigna has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.