Senior User Experience Consultant Job at Robert Half in Los Angeles

Key Requirements

• Medicare, healthcare, or health plan experience
• Strong ability to build and articulate service blueprints and process flows
• Strong facilitation skills; Collaborate cross-functionally to co-create and iterate designs based on feedback
• Comfort assessing the “current state” and defining a clear improvement path
• Proficiency in design thinking methodologies, including the Double Diamond framework
• Proven success leading programs from discovery to delivery
• Proficiency in qualitative research methods, including ethnographic interviewing.

Preferred Qualities

• Formal training in UX, Service Design, or Design Thinking
• Familiarity with Mural and PowerPoint for visual communication
• Experience working directly with brokers, sales teams, and service operations

Role Purpose

This 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 Breakdown

50% — Research & Facilitation Meetings

• Lead research into the broker and sales experience
• Facilitate interviews with brokers, sales, and call center teams
• Facilitate sessions to identify gaps and unmet needs
• Document findings and refine discovery as insights evolve
• Conduct competitor analysis and benchmark against industry standards

25% — Data Deep Dive & Analytics Collaboration

• Partner with analytics teams to review:
• Call center data
• Broker feedback
• Sales and performance metrics
• Quantitative and qualitative trends
• Identify the largest gaps and opportunity areas
• Synthesize data into clear, actionable insights

10% — Regular Check-Ins with Fallon & Core Team

• Weekly alignment on progress, insights, and shifting priorities
• Share learnings and refine workstreams

15% — Facilitation of Review Sessions & Findings Discussions

• Lead sessions with cross-functional teams to walk through findings
• Identify process gaps, technology challenges, and experience breakdowns
• Facilitate discussions that surface opportunities and next steps
• Support prioritization of enhancements and improvement roadmap creation