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-arenaflex 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 eligibilityApply Now

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