Lead, Customer Experience Research

Jobtailor; Deutschland; Remote; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a senior leader to drive end-to-end customer experience and market research initiatives. You will partner with product and strategy to shape research agendas, translate findings into actionable insights, and guide a growing team of researchers.

You will establish best practices, oversee mixed-methods studies, and communicate compelling narratives to senior leadership to influence strategic decisions.

Qualifikationen

• 7+ years in customer experience, market, or related research.
• Experience independently leading complex research initiatives with impactful outcomes.
• 3+ years mentoring or providing research direction to other researchers.
• Formal training in research methodology, behavioral science, study design, and analysis.
• Portfolio demonstrating past work experience and deliverables.
• Advanced proficiency in qualitative and quantitative methodologies, including survey design and in-depth interviewing.

Aufgaben

• Lead complex, high-impact research initiatives end-to-end.
• 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 and strategic opportunities.
• Translate research findings into narratives and recommendations for senior leaders.
• Provide day-to-day leadership to researchers, including direction and development.
• Assume formal people leadership responsibilities as the function grows.

Kenntnisse

Coaching

Mentoring

Communication

Storytelling

Feedback

Team Leadership

Ausbildung

Bachelor's degree in market research or related field

Tools

Qualtrics

UserTesting

Medallia

Excel

Tableau

SPSS

SAS

Jamovi

R

Python

Jobbeschreibung

• 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

Core Competencies

Demonstrates expertise in leading complex research initiatives, developing strategic research plans, and synthesizing insights to inform evidence-based decision-making. Proficient in both qualitative and quantitative methodologies, with strong leadership capabilities in mentoring and coaching research teams.

Highest-signal resume keywords

• Customer Experience Research
• Research Methodology
• Qualitative And Quantitative Analysis
• Statistical Analysis
• Team Leadership

ATS Optimization Keywords

Hard Skills

• Research Design
• Data Analysis
• Survey Design
• Statistical Techniques
• Bayesian Statistics
• Synthesis Of Insights
• Mixed-Methods Research
• Behavioral Science
• Cognitive Science
• Human Centered Interaction

Soft Skills

• Coaching
• Mentoring
• Communication
• Storytelling
• Feedback

Industry Keywords

• Market Research
• Customer-Centered Decision-Making
• Experience Gaps
• Emerging Trends
• Research Standards

Tools & Technologies

• Qualtrics
• UserTesting
• Medallia
• Excel
• Tableau
• SPSS
• SAS
• Jamovi
• R
• Python