Job details
Job type full-time
Full job description
Summary of major responsibilities: this position can be based in cambridge, ma or remote.
The senior manager, experience research & strategy will be part of a dynamic, multi-disciplinary, and highly collaborative team responsible for the innovation and evolution of our customer experience including an integrated service modelThis includes scalable and flexible services and interactions that are integrated to create a comprehensive and positive experience for both patients and providers – before, during, and after testingIt is aimed to help ensure all populations can meaningfully benefit from early cancer detection, and that both providers and patients have what they need to safely integrate this revolutionary new type of screening into routine medical care, especially in a rapidly changing healthcare landscape.
This role will support a unique program and partnership model that brings a human-centered design approach to real-world implementation with clinical partners in order to fuel innovation and drive ongoing design and development of our integrated service modelThe primary responsibility of this position will be to support this effort, defining and coordinating innovative service experiences for real world testing and rapid iteration, working with healthcare partners to develop relevant field studies and prototype explorationYou will help define and facilitate methods and techniques of the innovation process.
The ideal candidate has prior experience working in the healthcare industry and a background in service design and experience research that explores and utilizes an understanding of customer behavior, needs and motivationsThey will be passionate about our patients’ and providers’ perspectives, advocating on their behalf as new products and touchpoints are being developedThey will have utilized and incorporated a wide variety of research processes in the past, spanning behavioral and attitudinal perspectives, qualitative and quantitative insights, and feel confident working with both internal teams and external partners facilitating methods and activities that fulfill learning, exploration, and validation objectives.
We are looking for someone who is inspired by the opportunity to transform how cancer screening happens in healthcare, who is inspired by the challenge of building a multi-faceted experience unlike anything that exists today, and who will thoughtfully collaborate with our teams and our partners in defining our own human-centered approach that puts patients and providers at the center of everything we buildEssential duties and responsibilities:
Work with healthcare partner teams as a project lead and exact sciences representative to conduct and facilitate experience research and strategy efforts related to customer experience innovation.
Guide and participate in deep ethnographic/ux/cx/sd research throughout to understand our various customers, and contextual situations our customers find themselves in.
Distill and communicate insights and integrate them with existing and ongoing customer research across the broader organization.
Think outside existing care delivery paradigms to translate those insights into experiences that respond creatively to their needs, goals, and values, considering a range of appropriate mediums (e.gDigital, human, technology, communications, etc).
Work with designers to envision concepts and ideas that appropriately represent intended customer experiences.
Participate in solving complex, large-scale problems across the healthcare space (especially around primary care, but also radiology through to oncology), considering above all how to address the biggest barriers to equity, access, adoption and implementation, and considering the broader context of how new experiences will fit into diverse lives and ecosystems in an increasingly consumer-centric landscape.
Continually strive to better understand barriers and opportunities, and consider the underlying systems, infrastructure, and architecture both existing and novel in order to support the experiences we are building.
Understand brand context, business constraints, and opportunities as applied to design strategy.
Excel in an ambiguous and dynamic work environment, with comfort handling risk and uncertainty.
Learning from and inspire innovation and design efforts in a truly collaborative fashion.
Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
Support and comply with the company’s quality management system policies and procedures.
Regular and reliable attendance.
Ability and to travel to cambridge once a month if located elsewhere.
Ability to travel up to 25% of working time away from work location to visit partners, may include overnight/weekend travel.
Qualifications: minimum qualifications
3+ years of supporting customer experience research and design efforts in a healthcare setting.
Bachelor’s degree in design strategyCustomer researchExperience design, communications design or related field, or equivalent experience.
Skilled in ethnographic research and analysis, personas and customer journeys, ideation and brainstorming, and concept validation.
Strong strategic design skills with experience moving from low to medium to high fidelity concepts.
Excellent presentation, communication, and storytelling skills; ability to present ideas clearly and with conviction.
Ability to manage and or mentor junior staff.
Demonstrated ability to perform the essential duties of the position with or without accommodation.
Authorization to work in the united states without sponsorship.
Preferred qualifications
2-3 years of experience managing or leading innovation projects.
Advocate for specific methods and activities that support the innovation process.
Experience in specific value proposition and jobs-to-be-done strategy concepts.
Ability to develop journey maps, personas and related techniques to represent customer experience.
Ability to visualize or storyboard service experiences.
Knowledge of customer experience management platforms.
Eeo disclosure: we are an equal employment opportunity employerAll qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal lawApplicable portions of the company’s affirmative action program are available to any applicant or employee for inspection upon request.
