Lead UX Researcher - Digital Pharmacy

About the role

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.

Requirements

• 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 resea

Benefits

Additional Information

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes - putting people first, embracing continuous learning, and thriving through collaboration and inclusion - we nurture our people to deliver exceptional customer service. If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work-together

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