Our client values customer fixation and seeks to create positive experiences for Pet Parents. As a UX Researcher, you will be responsible for investigating and documenting our Pet Parent claims experience and identifying opportunities and making recommendations for improvement. If you enjoy digging deep into process and driving change that positively impacts peoples' and pets' lives, this is the role for you.
In addition to driving claims user research, you will work closely with subject matter experts and specialists in UX, marketing, business process, claims, and others across the company to make strategic updates to our claims journey and user touch points. You will be part of a UX team that includes UX designers and specialists to support you in brainstorming and executing research, design, and prototypes for testing as needed.
You should be comfortable planning and executing user research and studies independently and making informed decisions and recommendations based on your research, observed pain points and successes, and UX best practices. This position requires a high degree of ownership over the claims experience spanning digital, mobile, customer-facing, and internal tools.
Key Responsibilities
Research, document, maintain, and optimize the complete claims user journey
Conduct thoughtful research on experience, strategy, product, and features to help policyholders successfully navigate the claims experience
Work collaboratively with stakeholders from claims, tech, UX team members, marketing, and business process to understand our customers and unearth problems
Help establish priority of recommendations to balance customer needs/impact with business viability and technical feasibility
Organize and document interactions across customer-facing touch points including the website, customer portal/mobile app, messaging, and customer support
Suggest improvements to our internal processes and applications that inform our user interactions
Take ownership of organizing and improving claims-related messaging
Utilize provided competitive analysis to extract insights
Create and maintain an organized research and journey documentation framework
Develop research artifacts that help inform the business of our claims experience and user insights
Report on progress and changes to the customer journey/satisfaction over time
Advocate for the Pet Parent experience before, during, and after claiming
Note: This is a research-focused role and will not include design work outside of sketching/wire framing
Requirements
Comfortable working both independently and collaboratively within a multi-disciplinary team environment
Confident executing and supervising user testing efforts utilizing existing tools and services for research and/or validation
Able to collect and analyze qualitative and quantitative information about our users to make informed design and experience decisions
Strategic thinking capabilities, excellent problem-solving skills, and attention to detail
Curiosity and empathy for people and pets
Comfortable contacting, interviewing, and interacting with customers
Skills and Experience
3-5 years of user research experience working in insurance
Insurance experience
Strong journey mapping, experience mapping, and process mapping abilities
Demonstrated execution of user journey research, identifying opportunities, and developing actionable recommendations
Experience utilizing various research methodologies such as survey writing, survey analysis, user interviews, usability testing, and diary and field studies
Experience with omnichannel customer experiences
Strong written communication skills
Excellent communication and collaboration skills
Highly organized and detail oriented
Candidates must be prepared to share examples of and discuss past work (user research and process documentation, user journey mapping, wire framing, etc.).