Lead UX Researcher - Digital Pharmacy

SUMMARY: 

We’re looking for a Lead UX Researcher to embed directly within the product development workflow of a digital pharmacy platform for a leading pharmaceutical client. In this role, you will serve as a strategic research partner to product leadership, driving a continuous and structured approach to user experience research and testing. You will shape how UX insights are gathered, synthesized, and translated into product improvements, working across internal teams and an established third-party research partner to ensure the customer experience continuously evolves and improves. 

HIERARCHY: 

Reports to the Digital Practice Area Manager – Experience Design. Collaborates closely with client Product Leadership, UX/UI Designers, Engineering, and a specialized third-party research firm experienced in healthcare and pharmaceutical user studies. 

PRIMARY DUTIES: 

• Partner with product leaders to develop and embed a UX research and testing strategy into the digital pharmacy product development lifecycle, ensuring research is a consistent input at every stage. 
• Identify, design, and prioritize research and testing opportunities across multiple modalities, including moderated usability testing, unmoderated studies, surveys, interviews, and contextual inquiry. 
• Manage and collaborate with a specialized third-party research firm to coordinate study design, participant recruitment, and field execution for healthcare and pharmaceutical user populations. 
• Develop unbranded prototypes and simulated experiences to support testing of new features, workflows, or fixes prior to production release. 
• Partner with design and development teams to translate research and testing findings into concrete, actionable recommendations and oversee their implementation. 
• Establish a measurement framework to track the impact of UX improvements using both leading indicators (e.g., task completion rates, usability scores) and lagging indicators (e.g., customer satisfaction, adoption, support volume). 
• Synthesize research findings into clear reports and presentations for product and design stakeholders. 
• Maintain research documentation and a centralized repository of insights accessible to cross-functional teams. 
• Advocate for the end user throughout the product development process, ensuring that patient and customer needs remain central to design and product decisions. 

COMPETENCY: 

• Deep expertise in UX research methods, both qualitative and quantitative, with experience selecting and applying the right modality for the research question. 
• Demonstrated ability to develop and manage vendor relationships with third-party research firms, including study design coordination and quality oversight. 
• Skilled at creating low- and mid-fidelity unbranded prototypes to support experience simulation and pre-production testing. 
• Ability to establish and operationalize customer experience measurement frameworks using leading and lagging indicators. 
• Exceptional communication and stakeholder management skills, with the ability to influence product strategy through evidence-based recommendations. 
• Familiarity with regulated industries, particularly healthcare or pharmaceutical digital products, and sensitivity to the compliance and accessibility considerations they entail. 
• Strong organizational and project management capabilities to run multiple concurrent research workstreams. 

REQUIRED EDUCATION: 

Bachelor’s degree in Human-Computer Interaction, Psychology, Cognitive Science, Design, or a related field. Equivalent practical experience will be considered. 

EXPERIENCE: 

• 7+ years of experience conducting UX research in product or digital environments, with at least 2 years in a lead or senior individual contributor capacity. 
• Proven track record of embedding research practices into product development lifecycles and influencing product strategy. 
• Experience working with or managing third-party research vendors, particularly in healthcare, pharmaceutical, or other regulated industries. 
• Demonstrated ability to design and execute across multiple research modalities, including evaluative, generative, and benchmark studies. 
• Experience producing prototypes or wireframes to facilitate user testing and experience simulation. 
• Familiarity with defining and tracking CX or UX performance metrics across product development cycles. 

LANGUAGE SKILLS: 

Excellent verbal and written communication skills, with the ability to present complex research findings clearly to both technical and non-technical stakeholders, including client product leaders. 

QUALIFICATIONS: 

• Accomplished UX researcher with a strong portfolio of work demonstrating measurable impact on product and design outcomes. 
• Experienced operating as an embedded research lead within client environments, capable of navigating ambiguity and establishing research practices in fast-moving product teams. 
• Skilled at synthesizing and presenting insights for a range of audiences, from designers and developers to senior product and client stakeholders. 
• Proactive, collaborative, and comfortable operating at the intersection of strategy and execution. 
• Passionate about improving digital health experiences for patients and customers through rigorous, evidence-based research. 
• Experience with prototyping applications (e.g., Figma, Sketch, ProtoPie), with demonstrable portfolio examples & case studies. 

PHYSICAL DEMANDS: 

Standard office or remote work conditions; no unusual physical requirements. 

WORK ENVIRONMENT: 

Fast-paced, client-embedded, and cross-functional. Engages directly with a pharmaceutical client’s product leadership and internal teams, as well as an external specialized research firm. Focused on driving continuous improvement of a digital pharmacy customer experience through structured research and measurement. 

EXPECTED HOURS OF WORK: 

Full-time, typically 40 hours per week. Flexibility required to meet project timelines and align with client schedules. 

TRAVEL: 

Occasional travel may be required for client workshops, on-site research sessions, or team collaboration events. 

 

QUALIFICATIONS: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice. 

EEO/AA Statement 

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. 

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.