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Customer Experience Product Research Specialist

Chicago, IL, Minneapolis, MN, San Francisco, CA, Washington, D.C.

Rally Health is all about putting health in the hands of the individual. It’s our mission, and it drives everything we do, which is to empower people with easy-to-use online and mobile tools that help them take charge of their health and health care, from improving their diet and fitness to selecting health benefits, and choosing the right doctor at the right price for their needs.

Our culture is built on a deep and sincere commitment to helping people live healthier lives. To do this, we are committed to innovating at every level. As our president and COO David Ko says, “We are a company that continuously innovates. It cannot end. It has to be in everything we do, which means that some of the things we’re going to do are not going to work – and that’s okay. We’re not trying to build something that is churn and burn. We’re building something that follows consumers over their lifetime.”

Responsibilities:

  • Connect the consumer feedback, research into actionable insights to make improvements.
  • Work with product teams, designers, and engineers to assess project needs and develop appropriate research plans to support their objectives
  • Lead project meetings, requirement gathering and lead status updates to keep stakeholders informed of project progress.
  • Fosters positive relationships with cross functional team from account teams, product leads and service operations leadership to set shared goals and outcomes.
  • Set direction, create goals & objectives, set a realistic timeline, hold meetings to keep teams accountable for deliverables and ensure management is updated regularly with status
  • Conduct field research via user interviews, classroom observations, virtual interviews and surveys, card sorting, prototype evaluations, and focus groups
  • Create journey maps, user personas, and other deliverables to bring product teams closer to the user experience
  • Develop surveys using platforms including, but not limited to Surveymonkey, UserZoom, Mechanical Turk, and NPS surveys
  • Build research projects for key team members, including requirements documentation, advanced research methodologies, strong data model design
  • Maintain, support, develop and enhance a variety of Consumer Experience reports and/or queries utilizing appropriate reporting tools
  • Perform specialized analyses that combine data from various sources.
  • Structure approach/analysis for assigned workstream largely independently and contribute to assisting more junior team members with their sections
  • Connect the financial value of the work by developing data models focusing on how CX solutions will result in business improvements (e.g., reduce cost or increase revenue)
  • Viewed as credible resource and takes responsibility for work output
  • Share ideas and listen to ideas for Rally teams.
  • Plan, create presentation and lead in front of account management & executives in order to share research findings

Qualifications:

  • Bachelor’s Degree
  • 7+ yrs of experience using data and analytics
  • You can analyze consumer data in retail, consumer goods, or healthcare and tie these analyses back to operational improvements
  • You create surveys that enable users to easily articulate feelings about a product or service
  • You’re adept at translating user feedback into journey maps and user personas
  • You create compelling visualizations of findings with Tableau or comparable data visualization software
  • You have significant experience conducting qualitative research such as user interviews and incorporating findings into product roadmaps
  • You can proficiently analyze Net Promoter Scores
  • You are extremely well versed in Excel and PowerPoint
  • You are self-motivated and enjoy identifying and owning tasks and projects
  • You are a natural leader and mentor
  • Your written and spoken communication skills are on point
  • You never say “that’s not my job” or “that’s impossible”
  • Salesforce experience preferred

Why join Rally? On top of an innovative work atmosphere and a chance to help people change their lives, we offer competitive pay, daily catered lunches, and an extensive benefits package for all full-time employees (including medical, dental, vision and 401(k)). In addition, offer the ability to grow, while truly making an impact in the healthcare system.

Rally Health is committed to ensuring that its workforce reflects America’s diverse population. Rally Health knows that such diversity will enrich us with the talent, energy, perspective and inspiration it needs to achieve its mission. Rally Health believes in a policy of equal employment and opportunity for all people based on merit and commitment to the principles of diversity. It is our policy to recruit, hire, train, and promote individuals in all job titles, and administer all programs, without regard to race, color, religion, national origin or ancestry, citizenship, sex, age, marital status, pregnancy, childbirth or related medical conditions, personal appearance, sexual orientation, gender identity or expression, family responsibilities, genetic information, disability, matriculation, political affiliation, veteran status, union affiliation, or any other category protected by applicable federal, state or local laws.

Individuals with disabilities and veterans are encouraged to apply. Applicants who require an accommodation related to the application and/or review process should notify Talent Acquisition (recruiting@rallyhealth.com).

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.