UX Researcher

Blue Cross and Blue Shield of North Carolina (Blue Cross NC) is a fully taxed, not-for-profit health insurance company headquartered in Durham, North Carolina. It serves more than 4.3 million members and employs more than 5,000 people across the country. The company offers health insurance products and is committed to improving the health and well-being of North Carolinians and beyond.

Blue Cross NC is seeking a UX Researcher to build a deep understanding of users and inform great experiences for health insurance members, providers, agents, employer groups, and others. The role sits within a small UX research team and works closely with UX designers, product managers, and business teams.

• Plan and conduct user research studies using both quantitative and qualitative methods to understand user behaviors, motivations, and trends.
• Analyze research data to produce actionable insights and identify connections across projects.
• Map user journeys and systems, and create UX personas or archetypes to better understand target users.
• Present research findings to senior leadership, product teams, and other key stakeholders to shape design and strategic decisions.
• Support product designers in running their own research studies and ensure they follow best practices.
• Coordinate research sessions, including participant recruitment and session scheduling.
• Document and communicate research findings in the research repository for team members and internal partners.
• Evaluate websites and digital services through heuristic evaluation, including competitor products, to continuously improve user experience.
• Advocate for inclusive design practices and ensure accessible services that work for all users.
• Work with agile teams to provide estimates of timing and level of effort for research activities.

• Bachelor's degree (or equivalent experience) in Human-Computer Interaction, Anthropology, Human Factors, Psychology, Cognitive Science, Information Sciences, or a related field; in lieu of a degree, 5+ years of experience in the field.
• 3+ years of experience in UX research or a related field.
• Experience with a wide variety of research methodologies.
• Proficiency with testing tools such as User Zoom, User Testing, or Maze (a plus).
• Ability to work in a fast-paced agile/SCRUM environment.
• Strong analytical skills to deliver actionable insights from research data.
• Experience researching enterprise or IT systems (a plus).
• Background in health insurance, healthcare, or financial services (a plus).
• Familiarity with design systems and frameworks (a plus).

This is a Remote Flex role open to candidates in any of Blue Cross NC's approved states:
Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Wisconsin, and Wyoming. The company uses E-Verify to confirm authorization to work in the United States.

The salary range is $81,068 - $129,708 per year, with starting salaries typically planned near the middle of the range.

Compensation is based on experience, training, specialized skills, licensure, and certifications.

The base salary is part of a Total Rewards package that includes the following benefits:

• Annual Incentive Bonus (based on corporate goal achievement and individual performance)
• 401(k) with employer match
• Paid Time Off (PTO)
• competitive health benefits and wellness programs