Principal UX Researcher

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About the role

Our Mission You call. You wait. You call again. In every other part of your life, you book in seconds. In healthcare, you’re blocked. We’re here to give power to the patient. For nearly 20 years, we’ve built the leading healthcare marketplace - helping tens of millions of people find and book the care they need. Now, we’re going further: building our infrastructure beyond Zocdoc’s marketplace to power access to care wherever patients search, from provider websites and insurance directories to search engines, AI platforms, and more. Healthcare still lacks something every other major consumer industry takes for granted: a seamless way to go from seeking to getting . We don’t want to own the front door to care; there isn't one. We want to make sure all of those doors open when patients are knocking. Fixing healthcare starts with fixing access to it. And we're still just getting started. Your Impact on our Mission Healthcare is complicated: people are anxious about their health, insurance coverage is obscure, and there’s uncertainty in finding the right type of care. Meanwhile, providers face thin margins, growing competition, and operational workflows that drown their staff in administrative burden. As a Principal UX Researcher, you'll immerse yourself deeply in understanding these problems, and own the research strategy for one of Zocdoc's two core user groups: the patients searching for care, or the practices delivering it. You'll report to the Director of Research and partner with Product, Design, Brand, Marketing, and Data Science leadership to proactively shape product strategy. You'll set the bar for high quality strategic quantitative and qualitative research that cuts across product teams and shapes the product roadmap. You'll identify unanswered research questions and unvalidated assumptions across the company, develop a clear POV on user needs, and use research insights to drive business objectives. Your work will span three connected areas: • Define who we're building for, and what they're trying to get done. You'll use a mixed-methods toolset to map the jobs, needs, and mindsets of our users, helping product, marketing, and sales teams see which needs matter most and how they differ meaningfully across groups. • Shape high-ambiguity problem spaces with qualitative and quantitative evidence. You'll lead research for zero-to-one opportunities where there's little precedent and limited data. You'll help teams define the problem, test the assumptions underneath a proposed solution, evaluate concepts at scale, and decide what is worth building before a roadmap hardens around an answer. • Measure the user experience. Help product teams understand how well our products actually meet user needs. That means partnering with Data Science to define user-centered metrics, then standing up survey programs and tracking that make them measurable over time. You’ll enjoy this role if you are… • Personally motivated by being a positive change agent in the world and want to dive into solving complex social problems • Energized by working across qual and quant • Experienced working on cross-functional learning agendas with marketing and data science teams • Driven to make the case for human-centred constructs in a data-driven organization • Comfortable with full research domain ownership for your product space • Motivated not just to continuously experiment with new AI tools and processes, but to help build sustainable agentic infrastructure that can scale across teams • Serious about your work, but not about yourself Your day-to-day is… • Owning the research agenda for your audience, and scope and execute complex, multi-phase studies from early strategy through launch and iteration • Designing and fielding quantitative

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