Senior Digital Product Design Research Program Manager

Banner Health is a nationally-recognized healthcare leader committed to improving workplace excellence. They are seeking a Senior Digital Product Design Research Program Manager to advance understanding of user needs and inform the design of digital experiences, collaborating with various teams to enhance customer engagement and satisfaction.

Responsibilities:

• Works across Scrum Teams to identify and help prioritize formative and summative research opportunities and coordinates with internal stakeholders and external vendors to plan and enable research
• Supports formation and maintenance of a continuous voice of customer and lean testing approach, including recruiting of research pool participants, and creates and maintains a view of results from research for team members and leaders
• Collaborates with product, technology and business teams to inform intuitive and engaging customer experiences by planning and conducting research together. Translates questions and hypotheses into research protocols, including recruitment criteria, in collaboration with product team members
• Champions design of experience enhancements informed using research data from across effective samples of patients and providers and participates in end-to-end product design by helping designers and other team members understand and apply research insights
• Practices and defines formative and summative research methodologies, creating reusable, teachable frameworks and continuously teaching and mentoring designers and other stakeholders to multiply Banner’s ability to inform design with data
• Supports clear rationale for research and truly meaningful new qualitative and quantitative insights into behaviors, needs and motivations, distilling findings into clearly articulated and actionable insights to influence the direction of research and continuous product design and definition
• Advocates for the people Banner serves through human-centered design methodologies, leading and contributing along the double diamond process, informing framing of problems, ideation and definition of design intent that serves patient and provider needs and meets business objectives
• Co-facilitates and contributes to Design Sprints to rapidly move from discovered needs to tested concepts and participates in Minimum Lovable Product, Lean Business Canvas and other processes to inform decisions with outcome-driven research insights, such as patients’ top Jobs to Be Done and Journey analysis
• Coordinates selection of subscriptions and manage vendor relationships and contracts to ensure team members have tools needed to engage in research

Requirements:

• Must possess relevant knowledge as normally obtained through the completion of a Bachelor's degree in the pertinent field or an equivalent level of experience and education
• Must have 4 or more years of related work experience with at least two years of direct or matrixed team member leadership experience
• Must demonstrate a portfolio with experience engaging across the double diamond process, from discovery of needs through ideation and into creation, delivery and testing for continuous improvement
• Requires experience with design of experiences that help people get jobs done via effective awareness, self-service guided workflows and in-the-moment support
• Should be an expert in planning and facilitation of formative and summative research methods, including Jobs to Be Done, Observational Voice of Customer/Contextual Inquiries, Interviewing, Usability Testing and related metrics
• Must have experience with Design Thinking process and framework, including workshop planning, facilitation and co-creation with engineering, product, marketing team members and customers
• Requires considerable experience collaborating with large teams across functions and Agile and Scrum ways of working
• Must have strong storytelling skills and ability to problem-solve and work independently
• Some experience in healthcare domains is helpful
• Systems Thinking and Service Design experience is a plus as Banner's omnichannel digital experiences enable ease of health care across many touch points, including positive impact within hospitals and clinics, mobile apps and operations
• Experience with Figma
• Knowledge of machine learning and how analytics can inform personalized experiences is a plus
• Familiarity with intersection of Design Research and Artificial Intelligence and Machine Learning
• Additional related education and/or experience preferred