Customer Experience Research Lead

Job Summary

Owning the enterprise customer experience research and measurement strategy, the full-time remote Customer Experience Research Lead will establish governance for Voice of Customer programs, conduct customer and competitive research, and synthesize insights to inform executive decisions across patient and provider journeys.

Key Responsibilities

• Develop and maintain the roadmap for customer insights and experience measurement programs, prioritizing research investments based on strategic needs
• Serve as the subject matter expert for customer research, establishing enterprise standards and governance for research methodologies and analysis
• Synthesize various data sources to identify customer needs and opportunities, presenting actionable insights to executive leadership

Required Qualifications

• Bachelor's degree or equivalent experience in customer experience, market research, analytics, or a related field
• Eight or more years of experience in customer insights, Voice of Customer, or market research
• Proven experience designing and implementing enterprise-wide Voice of Customer programs and influencing senior executives
• Strong skills in qualitative and quantitative research design, survey development, and data synthesis
• Executive-level communication skills with the ability to present complex findings clearly to leadership