Principal UX Researcher

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

We are looking for a Principal UX Researcher to join athenahealth's Mobile UX team, someone who can inform our forward-facing strategy through "left-diamond" discovery work and occasionally extend feature teams' capacity for early-stage concept testing. This role will also be expected to travel domestically a handful of times per year for onsite research with our customers, shadowing clinicians who use our products.

This is a hybrid role based in Boston, MA, and it reports to the UX Design Senior Manager within Clinicals.

The Mobile UX team within athenahealth Clinicals leads the user experience design for many of our company’s clinician-facing iOS and Android mobile apps—including the #1 rated mobile EHR on the App Store! Our team also designs experiences for ambient and several AI- or voice-based experiences, as well as any relevant (desktop) workflows within our web application to ensure a cohesive cross-platform user experience.

This team and surrounding departments are based in India.

• Own discovery research and experience measurement initiatives.
• Build deep understanding of healthcare and clinician workflows in order to inform product and design strategy.
• Define research questions, hypotheses, success measures, and appropriate qualitative, quantitative, or mixed-method approaches to evaluate opportunities and experiences. Navigate ambiguity with expert problem framing and thoughtful consideration of risks, dependencies, and business constraints.
• Plan and conduct research across the product development lifecycle, including strategic discovery, concept evaluation, experience measurement through a variety of metrics, onsite customer shadowing, and early-stage feature research.
• Synthesize research findings into clear insights, recommendations, models, and narratives that support evidence-based product and design decisions. Present research findings to varying audiences.
• Create frameworks, prototypes, models, or other artifacts that communicate research insights and experience concepts.
• Develop a long-term vision backed by user research evidence and outline practical, phased plans that connect research questions to user and business outcomes.
• Partner with UX designers, product managers, engineering teams, and other stakeholders to translate research findings into product strategy and continued action.

• Lead onsite customer research from planning through insight delivery:
  Identifying research needs, coordinating participant recruitment, conducting contextual observation, synthesizing findings, and presenting results.
• Advance research practices across the Mobile UX team by sharing methods, coaching partners on research approaches, improving processes, and contributing expertise on emerging UX research practices/industry trends.
• Apply AI tools thoughtfully to research planning, synthesis, analysis, and problem definition; evaluate where AI can improve research workflows while applying appropriate human judgment to findings, limitations, and implications.
• Support product teams with early-stage concept research when additional research capacity or expertise is needed.
• Plan and facilitate workshops that help teams interpret research, define opportunities, and align on next steps.
• Build effective working relationships across multidisciplinary teams and organizational boundaries.

• Bachelor’s or Master’s degree in Design, Human-Computer Interaction, Cognitive Psychology, Computer Science, Business, or a related discipline, or equivalent practical experience.
• 8+ years…