Research Operations Lead

The Research Operations Lead keeps our Design Research practice running smoothly. This role partners with Design Research leadership to manage research knowledge bases, tooling and infrastructure, practice engagement, governance, advocacy, and development. You will be critical to ensuring efficient research delivery that contributes to unique user-centered experiences for Medicare consumers.

About Us

Humana's Experience Design (XD) team, within the Consumer Digital organization, strives to eliminate friction in today's healthcare ecosystem. This effort aims to make consumers feel confident, respected, and heard in the decisions affecting their health.

Responsibilities

• Knowledge Management
  • Sets up and maintains insights repositories, the research toolkit, and other file sharing spaces across channels
  • Gathers and maintains best practices, methodological guidance, templates
  • Sets up and maintains taxonomy, tagging, findability and access, archiving rules across knowledge management resources; tracks utilization of same
• Tooling and Infrastructure
  • Manages access, permissions, utilization of research tools/software/platforms
  • Drives vendor contracting and renewals for research tools
  • Vendor account management, functioning as point of contact for team needs and requests
  • Maintains transparent cost and budget tracking for recruitment and research vendors
• Practice Engagement
  • Partners with Design Research leadership to coordinate and facilitate cross-practice meetings and events
  • Engages across Experience Design partners to support practice participation in XD meetings and events
  • Shares organizational communications and updates
  • Calendars, tracks, and reports on research capacity, contributions, and impact
• Governance
  • Maintains and updates research policies, standards, and compliance procedures
  • Supports team training and accountability on same
  • Shares organizational guidance, facilitates Q&A on Humana policies and expectations
• Advocacy and Development
  • Facilitates activities associated with setting and pursuing practice goals
  • Supports collective development of the team and partners, e.g. peer feedback sessions, collective trainings and demos
  • Communicates research contributions, best practices, and impact broadly across the organization
  • Supports advancements in and ethical use of AI-enabled research
• Participant Management
  • Sets up and maintains specialized panels through our own toolset, as needed
  • Collaborates with other research teams across the enterprise to set up and use specialized panels through their toolset, as needed

Requirements

• 8-10 years of experience delivering research ops contributions within digital product organizations
• 5-8 years of experience independently managing research ops
• Exceptional communication, problem-solving, organizational and operational coordination skills; ability to work collaboratively in a complex team and stakeholder environment
• Demonstrated advanced education or expertise in design research tradecraft: BS, MS, or PhD in a research-related discipline (e.g., Statistics, Human Computer Interaction, Human Factors, Business Management, Psychology, Anthropology, Cognitive Science)

Preferred Qualifications

• Familiarity and literacy with a variety of UX and design research methodologies, both quantitative and qualitative
• Passionate about contributing to an organization focused on continuously improving consumer experiences in healthcare
• Experience with design thinking, innovation, and agile product development environments

Work at Home Requirements

To ensure effective work, the self-provided internet service must meet the following criteria: at minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps; wireless, wired cable or DSL connection is suggested. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Pay

The pay range for this full-time (40 hours per week) position is $126,300 - $173,700 per year. This job is eligible for a bonus incentive plan based on company and/or individual performance.

Schedule

Scheduled weekly hours: 40

Benefits

Humana offers competitive benefits that support whole-person well-being, including:

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Paid time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• Short-term and long-term disability
• Life insurance