Enterprise CX Research & Insights Lead

Baylor Genetics; United States; Ibrido; USD 140.000 - 230.000; Tempo pieno

Descrizione del lavoro

Baylor Genetics seeks a CX Research & Measurement Lead to own enterprise customer experience research and measurement strategy across patient and provider journeys and all CX value streams. The role sets standards, governance and roadmaps for VOC, insights programs, and dashboards.

Leading qualitative and quantitative research, you will synthesize customer, operational and market intelligence to inform executive decisions and budget prioritization.

Competenze

• Bachelor's degree or equivalent in a relevant field such as customer experience, market research, analytics, or healthcare administration.
• Eight+ years of experience in customer insights, VOC, CX measurement, market research, analytics or related disciplines.
• Experience designing and scaling enterprise VOC, NPS or other listening programs across multiple functions.
• Ability to influence senior executives and governance forums, and drive cross-functional decisions.
• Strong knowledge of NPS, CSAT, CES, survey design, and journey measurement.

Mansioni

• Own the enterprise customer experience research and measurement strategy across patient and provider journeys and all three CX value streams.
• Establish and maintain the roadmap for Voice of Customer, customer insights and experience measurement programs, prioritizing investments based on strategic need and impact.
• Serve as subject matter expert for customer research and experience measurement; set governance for intake, design, analysis and interpretation.
• Establish closed-loop VOC practices that connect feedback to accountable owners and measurable outcomes.
• Develop practical standards, playbooks and guidance to help teams apply consistent methods.
• Design and conduct rigorous qualitative and quantitative research tailored to questions and evidence available.
• Lead competitive research to benchmark against healthcare and related experiences and translate findings into implications.
• Synthesize cross-domain data to identify needs, risks and opportunities and inform leadership decisions.
• Define governance for CX metrics like NPS, CSAT, CES including wording, scales, timing and baselines.
• Partner with Journey Directors to connect CX measures with business outcomes and prioritize improvements.
• Define requirements for CX dashboards and data integration; advanced analysis remains with specialists.
• Present insights and recommendations to executive leadership to influence investments.
• Coordinate researchers, vendors, budgets and deliverables per privacy and governance standards.
• Perform other duties as assigned in alignment with Baylor Genetics policies.

Conoscenze

Voice of Customer

Customer insights

Survey design

Executive communication

Data storytelling

Stakeholder management

Formazione

Bachelor's degree

Strumenti

Survey platforms

Dashboard tools

Descrizione del lavoro

Baylor Genetics seeks a CX Research & Measurement Lead to own enterprise customer experience research and measurement strategy across patient and provider journeys and all CX value streams. The role sets standards, governance and roadmaps for VOC, insights programs, and dashboards.

Leading qualitative and quantitative research, you will synthesize customer, operational and market intelligence to inform executive decisions and budget prioritization.