Senior Manager, Customer Experience Research – Insights
Job Description:
• Lead the strategy and execution of holistic mixed-methods research
• Collaborate with operations, product, and design teams
• Identify emerging trends and translate them into research roadmaps
• Develop and operationalize a strategic research program
• Conduct advanced key driver analysis and predictive modeling
• Model the strategic use of AI for research planning
• Serve as an authority on methodology and instrumentation for experience surveys
• Manage administration and governance of research platform ecosystem
• Partner with business units to optimize dashboards and drive user adoption
• Provide expert research and measurement consulting
Requirements:
• Bachelor's degree in a relevant field (Master’s or PhD preferred)
• A minimum of 8 years of experience as a mixed-methods researcher
• Prior experience in healthcare, insurance, or related industries
• Ability to interpret statistical analysis to drive design decisions
• Proven application of advanced statistical techniques and predictive modeling
• Proactive curiosity about AI in research
• Experience using AI-powered platforms for research
• Expertise in a broad research toolkit including interviews and usability testing
• Proven ability to design research for different engagement models and personas
• Proficiency with enterprise CX tools (Medallia, Qualtrics), data visualization tools (Tableau, Power BI)
Benefits:
• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost wellness screenings
• Tobacco cessation and weight management programs
• Confidential counseling and financial coaching
• Paid time off
• Flexible work schedules
• Family leave
• Dependent care resources
• Colleague assistance programs
• Tuition assistance
• Retiree medical access
• Other benefits depending on eligibility
Apply Now
Apply Now
• Lead the strategy and execution of holistic mixed-methods research
• Collaborate with operations, product, and design teams
• Identify emerging trends and translate them into research roadmaps
• Develop and operationalize a strategic research program
• Conduct advanced key driver analysis and predictive modeling
• Model the strategic use of AI for research planning
• Serve as an authority on methodology and instrumentation for experience surveys
• Manage administration and governance of research platform ecosystem
• Partner with business units to optimize dashboards and drive user adoption
• Provide expert research and measurement consulting
Requirements:
• Bachelor's degree in a relevant field (Master’s or PhD preferred)
• A minimum of 8 years of experience as a mixed-methods researcher
• Prior experience in healthcare, insurance, or related industries
• Ability to interpret statistical analysis to drive design decisions
• Proven application of advanced statistical techniques and predictive modeling
• Proactive curiosity about AI in research
• Experience using AI-powered platforms for research
• Expertise in a broad research toolkit including interviews and usability testing
• Proven ability to design research for different engagement models and personas
• Proficiency with enterprise CX tools (Medallia, Qualtrics), data visualization tools (Tableau, Power BI)
Benefits:
• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost wellness screenings
• Tobacco cessation and weight management programs
• Confidential counseling and financial coaching
• Paid time off
• Flexible work schedules
• Family leave
• Dependent care resources
• Colleague assistance programs
• Tuition assistance
• Retiree medical access
• Other benefits depending on eligibility
Apply Now
Apply Now