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   Current UPMC employees must apply in HR Direct

Experience Designer II- Research & Service Design (Remote)

  • Job ID: 388197686
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: UPMC Health Plan
  • Department: Consumer Innovation
  • Location: 600 Grant St, Pittsburgh PA 15219
  • Union Position: No
  • Salary Range: $30.17 to $50.94 / hour


Do you have a passion for health care, putting people first, or simplifying complexity? Do you enjoy solving big challenges? If you’re interested in these questions, this opportunity may be the perfect fit for you! UPMC has an exciting opportunity for an Experience Designer II- Research and Service Design position for the Healthplan.  This is a remote position working daylight hours.

UPMC Health Plan is among the nation's fastest-growing health plans. It is owned by the University of Pittsburgh Medical Center (UPMC), a world-renowned health care provider. As part of an organization rooted in medical excellence, UPMC Health Plan is committed to being a partner in health, financial security, and peace of mind.  

The Team  

At UPMC Health Plan, we put health within reach through digital innovation. The Experience Strategy team uses human centered design to elevate the voice of our customers and generate concepts for the future. Our team exists in the “fuzzy front end” of the innovation process. We are change agents leading business transformation and helping our partners to embrace innovation. 

The Position:  

Research: You will uncover customer insights and create influence by 

  • Creating research plans that answer key questions.
  • Collecting rich and contextual data with a wide variety of primary and secondary research methods (e.g. literature reviews, in-depth interviews, diary studies, user testing products/prototypes and more).
  • Presenting insights with storytelling and videos to bring customers into the room.
  • Translating research insights into recommendations that can be applied.
  • Supporting the orchestration and optimization of research processes and practices to amplify the value and impact of research at scale (e.g. tools, templates, governance, training, insight management and more).
  • Advancing efforts to conduct research that is inclusive, representing all voices, not just the majority.

Strategy: You will bridge customer needs with business opportunities by 

  • Using a service design approach to illuminate the multiple products, channels, and contexts involved in delivering a seamless end-to-end experience.
  • Understanding business goals, needs, and limitations to inform research plans and recommendations.
  • Looking across research projects and outside studies for higher level learnings and connections .
  • Learning from analogous industries (e.g. how does banking solve this problem?)  

Design: You will generate new and improved customer experiences by 

  • Helping to frame research insights into opportunities.
  • Participating in Design Sprints and other workshops that generate new ideas, concepts, prototypes, and visions for the future customer experience.
  • Strengthening and validating concepts with additional research and testing.



  • Bachelor's degree in program such as UX, product development, communication, anthropology, psychology or related discipline from an accredited college or university (comparable degree, associate's degree, and/or experience will be considered, including internships).
  • Experience in the health care or insurance industries a plus.
  • 3+ years of experience in Research, experience design, consumer product design, service design, product development or related role.
  • 2+ years conducting qualitative and quantitative research through methods such as interviewing, observation, surveys, participation activities, and document and literature reviews.
  • Demonstrate successful synthesis and analysis.
  • Experience working across the entire design process from user research, insights, ideation, prototyping and iteration, detailed design and bridging to implementationUse captivating channels to build empathy and communicate research insights such as personas, journey maps, and storytelling.
  • Experience working across the entire human centered design process from user research, insights, ideation, prototyping and iteration, experience design and bridging to implementation.
  • Experience supporting digital product development and proven ability to translate business and user problems into solid solutions (preferred).
  • Experience in the following with a depth of expertise in at least one area: strategy formation, ethnographic research, user research, storytelling, ideation, concept development, iteration, and rapid testing.
  • Working knowledge of software including but not limited to Microsoft 365 programs, Adobe Ctreative Suite, research platforms like UserZoom, or equivalent software.

Licensure, Certifications, and Clearances:

  • Act 34

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

   Current UPMC employees must apply in HR Direct