Position DescriptionLeads the CX Insights and Market Research function as the enterprise source of truth for customer experience, responsible for defining and advancing the Voice of the Customer (VoC), research, and measurement strategy. This role ensures enterprise priorities, decision-making, and experience investments are guided by a consistent, data-driven understanding of customer and market needs across all lines of business.
Responsibilities and Qualifications- Leads the CX Insights and Market Research function, setting strategic direction, priorities, and operating framework aligned with enterprise CX objectives.
- Owns and evolves the enterprise Voice of the Customer (VoC) strategy, integrating regulatory surveys, feedback, and research into a unified insights approach.
- Directly leads and executes a select portfolio of high-impact research initiatives, supplementing team delivery to ensure quality, timeliness, and strong alignment to business priorities.
- Defines and governs enterprise customer and member journey frameworks, identifying "moments that matter," experience gaps, and key drivers of satisfaction and engagement.
- Leads development of research learning agendas and roadmaps, ensuring insights efforts are aligned to strategic business needs and proactively inform decision-making.
- Drives prioritization of CX opportunities, synthesizing insights across data sources to recommend where the organization should focus investment and improvement.
- Establishes CX insights standards, methodologies, and governance, ensuring consistency, quality, and scalability of research and measurement across the organization.
- Oversees end-to-end research strategy and execution, including design, methodology, analysis, and reporting to ensure high-quality, actionable outputs.
- Translates insights into executive-ready recommendations, using clear storytelling to inform strategy, decisions, and investment priorities.
- Leads vendor strategy and research portfolio management, overseeing a significant research budget and ensuring cost-effective use of external partners while identifying opportunities to build internal capabilities.
- Partners with senior leaders and develops team members, influencing enterprise decisions while coaching and aligning CX Insights staff to business priorities.
Location: - This position is classified hybrid, which requires onsite work on Tuesdays and Wednesdays.
Experience: - 10-12 years in customer experience, market research, insights, or analytics
- 5+ years of experience leading, coaching, and developing high-performing research teams
- Leading enterprise research or insights programs and managing a portfolio of work aligned to business priorities
- Designing and executing quantitative and qualitative research to address business needs and inform decisions
- Experience building or evolving research and insights functions, including defining processes, frameworks, and best practices
- Translating research findings into clear, actionable insights that shape product, marketing, and customer experience strategies
- Managing external vendors and optimizing the use of research budgets
- Working across multiple business areas to align insights with strategic priorities and initiatives
Skills: - Ability to lead CX insights strategy and guide teams toward clear, enterprise priorities
- Strong capability to synthesize quantitative and qualitative data into clear, actionable insights and recommendations
- Skilled at translating complex findings into executive-ready narratives and influencing decision-making
- Ability to connect customer, market, and business data to define priorities and inform strategy
- Strong stakeholder engagement and collaboration skills across cross-functional teams
- Effective planning, prioritization, and management of multiple research and insights initiatives
Knowledge:- Customer experience strategy, Voice of the Customer programs, and experience measurement approaches
- Market research methodologies across the full research lifecycle (design, data collection, analysis, and reporting)
- Quantitative and qualitative research techniques, including survey design, segmentation, and user research
- Consumer insights lifecycle and application of research to product, marketing, and customer experience decisions
- Regulatory and industry research programs (e.g., CAHPS, NCQA, BCBSA)
- Healthcare or health insurance industry practices preferred
Education, Certification and Licenses:- Minimum bachelor's degree. Master's degree preferred.
- Prefer bachelor's degree in marketing, Marketing research, social sciences, or statistics, Business Analytics, or Health Planning administration
Physical Demands:- While performing the duties of the job, the employee is frequently required to sit, use hands and fingers, talk, hear, and see.
- The employee must occasionally lift and/or move up to 5 pounds.
