Manager, User Research – User Research Manager

Website Blue Shield of California

Blue Shield of California’s mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price. We are transforming health care in a way that truly serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.

To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the multifaceted communities we serve. Our comprehensive approach to diversity, equity, and inclusion combines a focus on our people, processes, and systems with a deep commitment to promoting social justice and health equity through our products, business practices, and presence as a corporate citizen.

Blue Shield has received awards and recognition for being a certified Great Place to Work, best place to work for LGBTQ equality, leading disability employer, one of the best companies for women to advance, Bay Area’s top companies in volunteering & giving, and one of the world’s most ethical companies. Here at Blue Shield of California, we are striving to make a positive change across our industry and the communities we live in – join us!


Your Role

The User Experience team leads our Digital Customer Experience organization in designing products focused on the user. The User Experience Manager will report to the Director of User Experience. In this role you will responsible for driving the research arm of our user experience team. You be responsible for a team of researchers who will bring the voice and needs of the users to the digital team. You will lead a team and drive primary research that will help us create useful, usable, and impactful new products and features for our customers and will support continuous innovation on our existing products. You will lead and mentor the team as they produce insights using qualitative and quantitative research methods such as heuristic evaluation, usability testing, A/B testing, click testing, surveys, interviews, etc. You will create understanding and empathy around user needs for our entire product team including designers, product managers, and engineers.

Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.


Your Work

In this role, you will:

  • Lead, manage, coach, and mentor a team of individual contributors who create research deliverables that support the development of user-centric digital designs for Blue Shield websites and apps
  • Contribute to implementing the overall UX vision and strategy, providing input to help position UX to strategically align the product roadmap with customer needs
  • Work closely with Marketing, Brand, Product and IT teams to provide recommendations and supporting materials for a digital user experience and interface that will help us attract and retain customers to build our business and support our corporate priorities and strategic goals
  • Collect and analyze user behavior through server logs, prototype tests, online experiments (A/B testing), benchmark studies, lab studies, and surveys.
  • Disseminate research insights to evolve and enhance our understanding of user needs and identify innovative opportunities to meet those needs.
  • Manage your team’s ownership and workload with consideration to product needs, team member skillsets, and career development opportunities.

Your Knowledge and Experience

  • Requires a bachelor’s degree or equivalent experience
  • Requires at least 7 years prior relevant experience, including 3 years of management experience gained as a team leader, supervisor or project/program manager
  • Work with Designers, Product Managers, Engineers to identify, scope and prioritize research tasks.
  • Lead more junior research staff through studies/projects
  • Seek themes across studies and apply to overall strategy with our research team and with our product partners to create maximum value from research
  • Help develop processes to improve efficiency across the team and enhance research methods and deliverables
  • Experience advocating for research findings across diverse audiences through written reports and in-person presentations.

Our Values

Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we’re going to do and by acknowledging and correcting where we fall short
Human. We strive to be our authentic selves, listening and communicating effectively, and showing empathy towards others by walking in their shoes
Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals

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