Principal UX Researcher

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. 

We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

Healthcare is complicated: people are anxious about their health, insurance coverage is obscure, and there’s uncertainty in finding the right type of care. Meanwhile, providers face thin margins, growing competition, and operational workflows that drown their staff in administrative burden. As a Principal UX Researcher on the Provider Team, you’ll immerse yourself deeply in understanding these problems, focusing in particular on understanding the B2B and SaaS sides of our business. You’ll spend your time diving deep into the mindsets of marketing and operational leaders at healthcare practices, and understanding the software and tools they use to attract new patients, schedule and manage appointments, and monitor performance. 

As Zocdoc’s first Principal level researcher, you’ll report to the Director of Research and partner with Product, Design, Engineering, Analytics, and GTM leadership to proactively shape product strategy. You’ll set the bar for high quality strategic research that cuts across product teams and shapes the product roadmap. You’ll identify unanswered research questions and unvalidated assumptions across the company, develop a clear POV on user needs, and use research insights to drive business objectives. 

• Personally motivated by being a positive change agent in the world and want to dive into solving complex social problems
• Excited to dive into B2B/SaaS research. You've operated in these complex environments before and understand the user and the buyer are rarely the same person, so you know how to design for both
• Excited about the challenge of building a company-wide culture of research and learning
  Motivated to continuously experiment with AI and find ways to leverage new tools and processes at all stages of the research process 
• Serious about your work, but not about yourself.  Let’s face it - the way things are going, you kind of need a sense of humor

• Scoping and executing complex, multi-phase B2B research studies across provider product areas, including ads, performance, scheduling preferences, new provider acquisition, and more
• Packaging old and new insights from diverse research studies into memorable frameworks that are usable by diverse audiences
• Building and evolving new research systems that reduce one-off reactive research
• Evolving the research team’s programmatic work including quantitative benchmarking, continuous discovery, rolling surveys, longitudinal studies, quarterly contextual inquiries, and more
• Leading SaaS research integration by partnering with Sales and Marketing to design and gather feedback for pilot programs, complement existing insights, and integrate continuous, user-centered feedback loops into go-to-market and product decisions
• Programmatically recruiting and maintaining relationships with hard-to-access enterprise users
• Mentoring Senior and Lead Researchers
• Staying current with evolving AI-enabled research practices and approach new tools with a proactive, curious, and experimental mindset
• Making the case for strategic human-centered research in a data-driven organization

• Meaningful (7+ years) experience in UX research and a strong research portfolio that showcases your adaptive process, precise and generative insights, and ability to impact product direction
• Experience in B2B or SaaS environments with complex users and stakeholders
• A strong product sense and willingness to get into the weeds of complex B2B user experiences
• An expert and varied methodological toolset
• Superb communication skills! You believe in keeping all of your stakeholders in the loop and know that multiple mediums of communication are the key to success
• Experience leading foundational, cross-team research efforts
• Experience building or rebuilding research programs from scratch
• Adaptability to zoom out to systems-level strategy and zoom in to execution details
• Comfort in navigating ambiguity and political nuance