Senior User Experience Consultant (Los Angeles) at Robert Half

Key RequirementsMedicare, healthcare, or health plan experienceStrong ability to build and articulate service blueprints and process flowsStrong facilitation skills; Collaborate cross-functionally to co-create and iterate designs based on feedbackComfort assessing the current state and defining a clear improvement pathProficiency in design thinking methodologies, including the Double Diamond frameworkProven success leading programs from discovery to deliveryProficiency in qualitative research methods, including ethnographic interviewing.Preferred QualitiesFormal training in UX, Service Design, or Design ThinkingFamiliarity with Mural and PowerPoint for visual communicationExperience working directly with brokers, sales teams, and service operationsRole PurposeThis consultant will explore current brokerage experience, identify operational gaps, and experience pain points, and deliver strategic recommendations. Work includes research (both qualitative and quantitative), competitor review, discovery facilitation, and alignment with key stakeholders.Time & Responsibility Breakdown50% Research & Facilitation MeetingsLead research into the broker and sales experienceFacilitate interviews with brokers, sales, and call center teamsFacilitate sessions to identify gaps and unmet needsDocument findings and refine discovery as insights evolveConduct competitor analysis and benchmark against industry standards25% Data Deep Dive & Analytics CollaborationPartner with analytics teams to review:Call center dataBroker feedbackSales and performance metricsQuantitative and qualitative trendsIdentify the largest gaps and opportunity areasSynthesize data into clear, actionable insights10% Regular Check-Ins with Fallon & Core TeamWeekly alignment on progress, insights, and shifting prioritiesShare learnings and refine workstreams15% Facilitation of Review Sessions & Findings DiscussionsLead sessions with cross-functional teams to walk through findingsIdentify process gaps, technology challenges, and experience breakdownsFacilitate discussions that surface opportunities and next stepsSupport prioritization of enhancements and improvement roadmap creation