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UPMC complies with all governmental requirements related to local, state, and federal COVID-19 vaccination for employment. The Jan. 13 Supreme Court of the United States decision that the Centers for Medicare & Medicaid Services federal COVID-19 vaccine mandate will move forward requires UPMC to ensure employees either get vaccinated or receive a requested medical or religious exemption.

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   Current UPMC employees must apply in HR Direct

Design Research- Experience Designer II (Remote)

  • Job ID: 884860839
  • 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: $31.08 to $52.46 / hour


Do you have a passion for health care, putting people first, or simplifying complexity? Do you excel at understanding people, finding patterns, and elevating insights through storytelling?


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 co-design visions for the future. Our team exists in the “fuzzy front end” of the innovation process. We are thought leaders and innovation partners, supporting and stretching our business to solve wicked problems and deliver experiences rooted in what consumers value most.


Looking for...

A life-long learner with a range of qualitative research experience. You’re someone who loves to explore new design research methods, but you’re guided by the “why” of every project. You have examples of leading (or supporting) research projects from problem framing, method design, data collection, synthesis, and sharing insights to inspire and activate change.


The Position

Research: You will uncover customer insights and create influence by

  • Creating research plans that answer complex questions
  • Collecting rich and contextual qualitative data with a wide variety of primary and secondary research methods (e.g. literature reviews, in-depth interviews, diary studies, participatory design, and other ethnographic methods)
  • Presenting insights with storytelling and mixed media to bring customers into the room
  • Translating research insights into artifacts (personas, experience maps, principles) and 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
  • Drawing inspiration from analogous industries (e.g. how does banking solve this problem?)


Design: You will enable new and improved customer experiences by

  • Using participatory methods to co-design with consumers
  • Helping to frame research insights into opportunities
  • Participating in Design Sprints and other ideation workshops that generate new ideas, concepts, prototypes, and visions for the future customer experience
  • Strengthening and validating concepts with additional research and testing


The Company

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.

This is a remote position.



  • 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)
  • 3+ years of experience in research, ethnography, psychology, behavioral science, 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, diary studies, surveys, participation activities, and literature reviews.

Licensure, Certifications, and Clearances:

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