Principal UX Researcher

Zocdoc•New York, NY

21h•Hybrid

About The Position

Healthcare is complicated: people are anxious about their health, insurance coverage is obscure, and there’s uncertainty in finding the right type of care. Meanwhile, providers face thin margins, growing competition, and operational workflows that drown their staff in administrative burden. As a Principal UX Researcher on the Provider Team, you’ll immerse yourself deeply in understanding these problems, focusing in particular on understanding the B2B and SaaS sides of our business. You’ll spend your time diving deep into the mindsets of marketing and operational leaders at healthcare practices, and understanding the software and tools they use to attract new patients, schedule and manage appointments, and monitor performance. As Zocdoc’s first Principal level researcher, you’ll report to the Director of Research and partner with Product, Design, Engineering, Analytics, and GTM leadership to proactively shape product strategy. You’ll set the bar for high quality strategic research that cuts across product teams and shapes the product roadmap. You’ll identify unanswered research questions and unvalidated assumptions across the company, develop a clear POV on user needs, and use research insights to drive business objectives. You’ll enjoy this role if you are… Personally motivated by being a positive change agent in the world and want to dive into solving complex social problems Excited to dive into B2B/SaaS research. You've operated in these complex environments before and understand the user and the buyer are rarely the same person, so you know how to design for both Excited about the challenge of building a company-wide culture of research and learning Motivated to continuously experiment with AI and find ways to leverage new tools and processes at all stages of the research process Serious about your work, but not about yourself. Let’s face it - the way things are going, you kind of need a sense of humor

Requirements

Meaningful (7+ years) experience in UX research and a strong research portfolio that showcases your adaptive process, precise and generative insights, and ability to impact product direction
Experience in B2B or SaaS environments with complex users and stakeholders
A strong product sense and willingness to get into the weeds of complex B2B user experiences
An expert and varied methodological toolset
Superb communication skills! You believe in keeping all of your stakeholders in the loop and know that multiple mediums of communication are the key to success
Experience leading foundational, cross-team research efforts
Experience building or rebuilding research programs from scratch
Adaptability to zoom out to systems-level strategy and zoom in to execution details
Comfort in navigating ambiguity and political nuance

Responsibilities

Scoping and executing complex, multi-phase B2B research studies across provider product areas, including ads, performance, scheduling preferences, new provider acquisition, and more
Packaging old and new insights from diverse research studies into memorable frameworks that are usable by diverse audiences
Building and evolving new research systems that reduce one-off reactive research
Evolving the research team’s programmatic work including quantitative benchmarking, continuous discovery, rolling surveys, longitudinal studies, quarterly contextual inquiries, and more
Leading SaaS research integration by partnering with Sales and Marketing to design and gather feedback for pilot programs, complement existing insights, and integrate continuous, user-centered feedback loops into go-to-market and product decisions
Programmatically recruiting and maintaining relationships with hard-to-access enterprise users
Mentoring Senior and Lead Researchers
Staying current with evolving AI-enabled research practices and approach new tools with a proactive, curious, and experimental mindset
Making the case for strategic human-centered research in a data-driven organization

Benefits

Flexible, hybrid work environment at our convenient Soho location
Unlimited Vacation
100% paid employee health benefit options (including medical, dental, and vision)
Commuter Benefits
401(k) with employer funded match
Corporate wellness program with Wellhub
Sabbatical leave (for employees with 5+ years of service)
Competitive paid parental leave and fertility/family planning reimbursement
Cell phone reimbursement
Catered lunch everyday along with beverages and snacks
Employee Resource Groups and ZocClubs to promote shared community and belonging
Great Place to Work Certified