About the Role
This role is dedicated to understanding and improving both the member journey and provider journey during the first 30 days of care at Eleanor Health—ensuring every milestone and touchpoint nurtures trust, engagement, and long-term success.
What You'll Do
- Lead research and service design focused on the member and provider journeys from initial lead through the first 30 days of care.
- Ensure every milestone and touchpoint in this critical period is supportive, seamless, and builds trust for long-term engagement and health outcomes.
- Map the end-to-end first 30-day member and provider journeys, identifying gaps, barriers, and opportunities to strengthen alignment between care teams and members.
- Conduct qualitative and quantitative research (interviews, usability testing, journey mapping, persona development, ethnographic observations, surveys, analytics) to uncover needs and pain points for both members and providers.
- Translate insights into actionable service improvements and design solutions that prioritize early engagement, retention, and provider enablement.
- Collaborate across clinical operations, product, design, and engineering teams to communicate findings and drive improvements.
- Create journey maps, lo-fi prototypes, and service blueprints to align internal teams and partners on the first 30-day member and provider experience.
- Establish and track experience metrics specific to onboarding and early engagement, reporting on progress and opportunities for improvement.
- Audit experiences for accessibility improvements and develop/share ADA best practices.
Conduct market and competitor research to ensure Eleanor Health’s early member and provider experience reflects national best practices and innovation in behavioral health.
Who You Are
- 3+ years of relevant experience in UX research
- Experience with a healthcare or other social engagement organization; familiarity with mental health and/or substance use disorder treatment and recovery is a plus
- Experience with or training in design thinking, behavioral psychology, marketing and quantitative methods
- Experience using industry tools such as Design Thinking, UserTesting, UserInterviews, Respondent, Usability Hub, Qualtrics, Glassbox, Fullstory, Adobe Analytics, etc.
- Strong ability to collaborate as well as work independently and manage one’s time
- Comfort working in a change-oriented, measurement-driven environment
- The ability to complete all other responsibilities as required
Compensation & Benefits
The total target compensation range for this position is $100,000-120,000 annually. The actual compensation offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job.
Eleanor Health offers a generous benefits package to full-time employees, which includes:
- Generous Paid Time Off (prorated for new employees) - unplug, relax, and recharge!
- 12 Vacation days
- 12 Wellness (Sick) days
- 3 Floating holidays
- 9 Company-observed holidays
- Jury Duty, Voting Leave, and other forms of paid time off may be available
- Eleanor-paid medical and dental insurance plans, with affordable vision coverage - We are a health first company, and we strive to make our plans affordable and accessible.
- 401(k) plan with 3% match - We are excited to be able to support the long-term financial well-being of our team in a way that reinforces Eleanor’s commitment to equity.
- Short-term disability - We understand that things happen, we want you to feel comfortable to take time to get better.
- Long Term Disability - Picks up where Short Term Disability leaves off (employee paid).
- Life Insurance - Both Eleanor and employee-paid options are available.
- Family Medical Leave - Eleanor Health’s Paid Family & Medical Leave (“PFML”) is designed to provide flexibility and financial peace of mind for approved family and medical reasons such as the birth, adoption, or fostering of a child, and for serious health conditions that you or a family member/significant other might be facing.
- Wellness Perks & Benefits - Mental Health is important to us and we want our employees to have the accessibility you deserve to talk things through, zen with a mindfulness app, or seek assistance from health advocates
- Mindfulness App Reimbursement
- EAP with eight face-to-face sessions
- Virtual health and wellness visits covered by our medical plan.