Customer Experience Research Lead

This is a fully remote position, open to applicants in Florida, +11 more states.

📋 Description

• Manage intricate, high-impact research projects from inception to completion, including defining business inquiries and research strategies, execution, synthesis, storytelling, and the activation of insights.

• Create strategic research plans and timelines in collaboration with business and product leaders.

• Consult with cross-functional partners to convert vague business challenges into research questions and data-driven decisions.

• Establish and advocate for research best practices, standards, and frameworks.

• Conduct and supervise quantitative, qualitative, and mixed-methods research efforts.

• Integrate insights across various studies and data sources to uncover customer needs, identify experience gaps, trends, and strategic opportunities.

• Transform research results into narratives and actionable recommendations for senior leadership.

• Provide daily leadership, mentoring, feedback, and development for research team members.

• Take on formal leadership responsibilities, including the management and development of direct reports as the function expands.

• Contribute to Cencora’s research practices and promote a customer-focused, evidence-based decision-making culture.

⛳️ Requirements

• Over 7 years of experience in customer experience, market research, or a related field.

• More than 3 years of experience in mentoring, coaching, or providing research guidance to fellow researchers.

• Proven formal training in research methodologies, behavioral science, study design, and analysis.

• Bachelor's degree in market research, Psychology, Cognitive Science, Human Centered Interaction (HCI), Human Factors, Sociology, Anthropology, or another research-intensive discipline with formal training in research methodology and design.

• A portfolio showcasing previous work experience and deliverables.

• Advanced expertise in both qualitative and quantitative research methodologies, including survey design and in-depth interviewing.

• Proficient in survey and research platforms such as Qualtrics, UserTesting, and Medallia.

• Knowledge of statistical analysis and data interpretation, encompassing both descriptive and inferential statistical techniques.

• Experience with data analysis and visualization tools including Excel, SPSS, SAS, Jamovi, R, and Python.

• Proven experience in synthesizing and analyzing qualitative and quantitative datasets.

• Familiarity with conducting or a strong understanding of Bayesian statistics.

• Acquainted with collaboration tools such as Mural and Miro.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Backup dependent care support.

• Adoption assistance programs.

• Infertility coverage benefits.

• Family building support services.

• Access to behavioral health solutions.

• Paid parental leave provisions.

• Paid caregiver leave options.

• Training programs available.

• Resources for professional development.

• Mentorship opportunities.

• Employee resource groups.

• Opportunities for volunteer activities.