Responsibilities

• 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.

Requirements

• 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
• 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

Preferred

• Master’s degree preferred
• Healthcare or health insurance industry practices preferred
• Prefer bachelor’s degree in marketing, Marketing research, social sciences, or statistics, Business Analytics, or Health Planning administration

Benefits

• Medical, Dental & Vision coverage
• Retirement Plan
• PTO, Holidays, and Volunteer time off
• Tuition Reimbursement