Lead, Customer Experience Research

🔥 0 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $119.1k - $186.6k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cencora

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Cencora is a company dedicated to improving the health and well-being of both people and animals globally. Built on the legacy of AmerisourceBergen, Cencora offers a wide range of industry-leading solutions that encompass specialty logistics, warehousing, drug research, clinical development support, and more. They provide commercialization and patient access support and offer wholesale and specialty distribution services. Cencora serves a diverse clientele, including pharmaceutical companies, physician practices, pharmacies, and health systems. The company also extends its services to animal health, managing operations and delivering products for animal pharmaceutical care. With a strong global footprint, Cencora aims to reshape healthcare delivery through innovative products and solutions, striving to create healthier futures for all.

📋 Description

• Lead complex, high-impact research initiatives end-to-end, from defining business questions and research strategy through execution, synthesis, storytelling, and activation of insights • Develop strategic research plans and roadmaps with business and product leaders • Translate ambiguous business challenges into clear research questions and evidence-based decisions • Establish and champion research best practices, standards, and frameworks • Conduct and oversee quantitative, qualitative, and mixed-methods research • Synthesize insights across studies and data sources to identify customer needs, experience gaps, emerging trends, and strategic opportunities • Translate research findings into narratives and recommendations for senior leaders • Provide day-to-day leadership to researchers, including direction, prioritization, coaching, feedback, and development • Assume formal people leadership responsibilities, including management and development of direct reports, as the function grows • Contribute to Cencora’s research practice and culture of customer-centered, evidence-based decision-making • Report to the Director of Insights and Intelligence • Partner with the CX Strategy Team and stakeholders across product, strategy, marketing, and other business functions

🎯 Requirements

• 7+ years in customer experience, market, or related research • Demonstrated experience independently leading complex research initiatives with impactful outcomes • 3+ years of mentoring, coaching, or providing research direction to other researchers • Demonstrated formal training in research methodology, 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 • Portfolio demonstrating past work experience and deliverables • Advanced proficiency in qualitative and quantitative methodologies, including survey design and in-depth interviewing • Proficiency with survey and research platforms such as Qualtrics, UserTesting, and Medallia • Working knowledge of statistical analysis and data interpretation, including descriptive and inferential statistical techniques • Experience with data analysis and visualization tools such as Excel, Tableau, SPSS, SAS, Jamovi, R, and Python • Experience synthesizing and analyzing qualitative and quantitative datasets • Experience conducting or strong familiarity with Bayesian statistics • Familiarity with collaboration tools such as Mural and Miro

🏖️ Benefits

• Medical, dental, and vision care • Backup dependent care • Adoption assistance • Infertility coverage • Family building support • Behavioral health solutions • Paid parental leave • Paid caregiver leave • Training programs • Professional development resources • Mentorship programs • Employee resource groups • Volunteer activities • Reasonable accommodations during the employment process