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Customer Experience Product Research Specialist

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

Join Rally Health. ­A company that's actively working to transform health care. A place where employees collaborate daily, set big goals, and share creative ideas.

Rally Health (rallyhealth.com) is a leading provider of data-driven tools for consumer health engagement that's revolutionizing health and the face of healthcare. We’re looking for an experienced Customer Experience Product Research Specialist to join our Consumer Insights team.

You will lead projects where the main focus is to advocate for the voice of the customer. Do you want to be part of a team that drives to differentiate and make measurable improvement to the customer experience and overall business results? We need you to leverage your strong consultative, critical thinking, and analytic skills to operate strategically and build effective partnerships across Rally.

In this role, you will:

  • 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

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).