Product Experience Research Manager

Company :Highmark HealthJob Description :JOB SUMMARY• If you reside within a 50 mile radius of a Highmark location this will be a hybrid role with onsite 3 days a week.This job is responsible for the generation of customer/patient and clinician experience insights for Product & Health Experience strategic product portfolios. They are accountable for understanding the customer/clinician experience by leading the development of the experience research plan with internal stakeholders, applying best practices and human-centered design standards, and then coordinating the execution of primary research through quantitative methods such as surveys and qualitative methods including customer interviewing for a defined population. Research will be conducted and managed in a way that supports business decisions, measures performance, and provides strategic guidance to the organization. The candidate will work closely with stakeholders and peers to integrate experience insights with business outcomes to track the overall performance of solutions and products.ESSENTIAL RESPONSIBILITIES• Oversee strategy and design of mixed-methods experiential primary research plan across a portfolio of solutions as part of a complex measurement and evaluation plan (research protocol).• Perform execution of experiential primary research plan through creation and launch of data collection methods, leveraging industry leading tools and standards (surveying / interviewing etc.)• Perform primary data analysis associated with mixed-methods research findings. Interpret these findings through multiple lenses, ensuring data integrity and validation. Partner with internal analytic resources to integrate experiential findings as part of broader insights generation.• Formalize findings and convey results in the form of visual, written, and verbal reporting to stakeholders and executive audiences. Acclimate audiences to learnings by providing industry context, standards, and benchmarks where appropriate.• Manage matrixed relationships with various internal and external stakeholders (stakeholder management & relationship building)• Support internal process improvement activities and uphold Highmark strategic core behaviors.• Other duties as assigned or requested.EXPERIENCERequired• 5 years of work experience, with some exposure to research or healthcare related fields• Experience in market, customer, and/or clinician experiential research setting. Marketing research experience is defined as having worked as either a project manager or lead research analyst for a minimum of 2 years. Work on ether the client or vendor side of the research industry is acceptable.Previous experience in marketing research with insurance is a plus.​Preferred• Prior experience in Health Insurance or a Health Care Environment• Proven expertise in customer satisfaction research / programs• Ability to collect and analyze datasets to identify trends, patterns, and insights• Familiarity with using industry tools such as Qualtrics, MURAL, User Testing platforms (or similar tools)• Specialized in customer experience research or design thinking​SKILLS• Market or experiential research strategy design• Market research mixed-methods data collection proficiency such as survey and/or moderated focus group, interview techniques, or user experience research• Data analysis methodologies relating to market research• Storytelling and reporting with focus on visual, written, and verbal presentation skills• Project management and working according to standard processes and timelines• Ability to lead teams and manage stakeholders• Familiarity with research tools and an ability to adopt use of new technologies to support execution of work• Clinical knowledge or an aptitude toward understanding clinical operationsEDUCATIONRequired• Bachelor's Degree in general science or life/health related science degree or related disciplines or business with focus in marketing research or relevant experience and/or education as determined by the company in lieu of bachelor's degree.Preferred• Masters degreeLICENSES or CERTIFICATIONSRequired• NonePreferred• Human Centered Design practitioner or EquivalentLanguage (Other than English):NoneTravel Requirement:Less than 25%PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONSPosition TypeOffice- or Remote-basedTeaches / trains othersOccasionallyTravel from the office to various work sites or from site-to-siteRarelyWorks primarily out-of-the office selling products/services (sales employees)NeverPhysical work site requiredNoLifting: up to 10 poundsConstantlyLifting: 10 to 25 poundsOccasionallyLifting: 25 to 50 poundsRarelyDisclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.Pay Range Minimum:$67,500.00Pay Range Maximum:$124,800.00Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.EEO is The LawEqual Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf )We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.orgCalifornia Consumer Privacy Act Employees, Contractors, and Applicants NoticeReq ID: J240277