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Who we are

Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®.

We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.

About the role

Healthcare is complicated and often a costly experience and we’re here to help members navigate through their decisions every step of the way. Some call it advocacy, others a concierge. At Quantum, we support, guide, care, and Warrior®.
As a member of the product team, the Senior UX Researcher will conduct and study target users to define, conceptualize, and design product features and service experiences with the expressed goal of driving the intended experience, behaviors and business goals we set to achieve. The Senior UX Researcher will work closely with the product design and delivery teams to bring the vision of the solution to life.   
Location: This position is located at our Dublin, OH campus or may work remotely anywhere in the United States of America.

What you’ll do (Essential Responsibilities)

• Collaborate with various teams including UX Design, Experience, Product Management, Technology and Marketing to gather requirements and understand organizational goals and objectives.
• Create research plans, identifying best approaches and methods meeting budget and timing considerations.
• Sketch and build protypes to support user research and testing.
• Design and conduct qualitative and quantitative research on human-AI interactions and optimize digital member journeys. Lead user interviews and usability testing to uncover insights that drive innovation, usability, trust and personalization.
• Synthesize and translate research findings into strategic narratives that connect user needs to enterprise KPI’s. Stay ahead of AI, UX and customer experience trends to future-proof solutions and drive both design and business requirements.
• Assess existing data and insights that inform research plan.
• Inform and influence information architecture, site navigation and user experiences consulting throughout the design process to ensure user needs are being met/delivered.
• Shape and lead the UX research strategy to align with enterprise priorities, ensuring research efforts directly inform business goals, product vision and the evolution of AI-enhanced digital member experiences.
• Collaborate cross-functionally with Product, Design, Marketing and Data teams to integrate research into AI-driven roadmaps, build ethical and inclusive evaluation frameworks, and influence the development of intelligent digital experiences.
• Work collaboratively with Technology, Product and UX to create best practices protocols.
• Identify and partner with vendors on an as needed basis. 
• All other duties as assigned.

What you’ll bring (Qualifications)

• Experience: 7-10 years of experience performing user research in a professional services environment.
• Exceptional organizational skills, with the ability to bring structured thinking to a variety of tools and templates.
• Proven ability to design and lead research initiatives that drive strategic decision-making, align with business priorities and guide long term product vision.
• Proficiency with research and design tools such as Dovetail, User Interviews and Figma.
• Skilled in translating complex research findings into clear, strategic insights and presenting them to senior leaders to inform high level decision making.
• Demonstrated enthusiasm for and understanding of user needs and behaviors and impact on feature/product/service delivery.
• Strong understanding of design principles and how to apply them to the service-based industry.
• Ability to work on multiple projects simultaneously and prioritize workload.
• Experience working with A/B test models, conducting in-depth interviews, card sorting, conducting field research, facilitation, and insight synthesis.
• Rooted in experience-led research, understanding how human-centered design is applied in the health services vertical.
• Passion for great storytelling and systems thinking.
• Experience in the healthcare industry preferred.
• A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health’s policies, values and ethics, and protecting the sensitive data entrusted to us.

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