Experience Design Researcher

POSITION TITLE 

Experience Design Researcher  

LOCATION 

This position is available to Virginia residents as Richmond or Lynchburg, VA Hybrid in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin. 

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day.   

We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism. 

Our four values guide our strategy, our decisions, and our interactions:  

Make it human. We care about the people that make up our customers, colleagues, and communities.  

Make it about others. We do what's best for our customers and collaborate to drive progress.   

Make it happen. We work with intention toward a common purpose and forge ways forward together.   

Make it better. We create fulfilling purpose-driven careers by learning from the world and each other. 

YOUR ROLE  

In your role as an Experience Design Researcher, you will be a part of Genworth’s Experience Design Team. The XD team is a part of Genworth’s Customer Experience Solution Delivery organization. This organization is responsible for managing and optimizing the entire US Life Insurance Customer Journey Experience. You will play a critical role in mapping out customer sub-journeys, validating hypothesis, and informing the business of customer needs. In this role, you will serve as a strong customer advocate and a thought leader of human-centered design research. The insights that you generate will foster a customer-centric mentality throughout the enterprise.  

WHAT YOU WILL BE DOING 

• Conduct product and market research through methods such as surveys, focus groups, IDIs, usability testing, concept testing, and other user research methodologies in order to glean customer insights. (persona development, concept testing, preference testing, price sensitivity testing, etc.) 

• Analyze research data, identify patterns, and generate actionable insights that drive informed design decisions. 

• Communicate research findings to stakeholders in a clear and compelling manner through reports, presentations, and interactive workshops.  

• Participate within cross-functional product teams to form hypotheses and identify knowledge gaps. Create comprehensive research strategies that support the gathering of learnings that influence the development of products, services, journeys, and experiences.  

• Ideate with design teams to deliver effective and elegant solutions across the USLI customer lifecycle.  

• Apply statistical analysis skills (ex. descriptive statistics, regression testing, conjoint analysis, etc.) to analyze survey cross-sectional and longitudinal data  

• Partner with the VOC Data and Analytics Team to identify trends across channels and sources to generate insights that can inform strategic decisions.   

• Utilize qualitative and quantitative research skills 

• Communicate and present information effectively through both verbal and visual means 

• Create and execute research plans while following established processes and procedures. 

• Regularly generate actionable insights via the synthesizing, translating, and analyzing of multiple data sources (quantitative and/or qualitative). 

• Actively seek ways for continuous improvement in individual and team performance. 

• Facilitate generative ideation workshops 

• Flexible work hours will be provided within Genworth’s core operating hours of 8-6pm EST. 

MUST HAVE / WHAT YOU BRING 

• Bachelor's degree in Psychology, Anthropology, Industrial Design or related field 

• Graduate degree(s) in Human Factors, Anthropology, Human-Computer Interaction Psychology, or any related field.  

• Minimum of 5 years of experience as a UX or human-centered design researcher  

• Strong interview moderation skills  

• Solid understanding of human-centered design principles and process.   

• Demonstrate a collaborative and curious spirit for discovering customer needs, while balancing a passion for problem solving. 

NICE TO HAVE 

• Knowledge of the Product Development Lifecycle  

• Experience in the following areas: 

• conducting mixed-methods research studies  

• working in a shared-service team within an enterprise setting.   

• operating within a fast-paced agile environment  

• working within the financial, healthcare, or insurance industries  

• conducting Customer Experience (CX) research  

Employee Benefits & Well-Being 

• Genworth employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives. 

• Competitive Compensation & Total Rewards Incentives 

• Comprehensive Healthcare Coverage 

• Multiple 401(k) Savings Plan Options 

• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!) 

• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave  

• Disability, Life, and Long Term Care Insurance  

• Tuition Reimbursement,  Student Loan Repayment and Training & Certification Support  

• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management) 

• Caregiver and Mental Health Support Services 

The base salary pay range for this role starts at a minimum rate of $ 80,200 up to the maximum of $158,400. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 10% of your base compensation.  The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.