We are looking for a passionate leader to direct the user research activities of Included Health.

Research is at the forefront of how we create engaging experiences that help our members get the care and outcomes they deserve. We strive to understand our members’ needs, goals, and emotions so that we can gather insights that inform product strategy and design. We work on collaborative teams to solve complex user problems in healthcare. One of our core values is to “put the member first,” and your team will help us live that every day.

As the Director of User Research, you’ll be part of the design leadership - working closely with other leaders to shape the culture, process, and tools of the team. You will build strong relationships with design, product management, data science, and engineering in order to gain and operationalize the insights that will change how virtual care is delivered.

Responsibilities:

• Grow and mentor a team of researchers - ensuring quality and consistency of insights.
• Be a strong and active advocate for our members and care team in key product decisions. 
• Own the planning, execution, and analysis of research to understand our current customers and help identify new segments.
• Create and evolve voice-of-customers program that enable the whole company to internalize the needs of our members.
• Prioritize product-level research for our mobile apps, websites, internal tools, and other experiences. 
• Guide researchers on the design and balance of generative, formative, and summative research to produce the most impact.
• Build out key research operations - empowering research capabilities and methodologies throughout the product and design team.

Requirements:

• Experience growing and managing a team of researches.
• A portfolio of applied research that had significant impact on product and/or company goals.
• Experience with a wide range of evaluative and generative research methods: field studies, ethnography, persona building, journey mapping, participatory design, diary studies, usability testing, and A/B testing.
• Experience in both qualitative and quantitative research methods.
• Experience using user research tools such as Qualtrics, UserTesting, dScout, Surveymonkey, etc.
• 10+ years work experience in user research and prior experience managing teams.
• Preferred advanced degree (or equivalent experience) in Human-Computer Interaction, Human Factors, Cognitive Psychology, or other related degrees.

#LI-SanFrancisco

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.