Senior CX Research Lead: Strategy, Insights & Impact

Cencora, Inc.; Pennsylvania; Hybrid; USD 119,000 - 187,000; Full time

Benefits offered by this job

Medical, dental, vision care

Family building support

Adoption assistance

Infertility coverage

Paid parental leave

Paid caregiver leave

Job summary

Cencora is seeking a Customer Experience Research Lead to drive end-to-end research initiatives that shape product strategy and customer experience. You will lead complex studies, translate insights into actionable decisions, and partner with product, strategy, and marketing teams to elevate the research practice across the organization.

You will mentor researchers, develop strategic plans, and communicate findings to senior leaders, influencing business outcomes and fostering a data-driven

Qualifications

• 7+ years in customer experience, market, or related research, with independently led complex initiatives.
• 3+ years mentoring or providing research direction to other researchers; management experience preferred.
• Formal training in research methodology, behavioral science, study design, and analysis.
• Bachelor’s degree in a research-intensive discipline; advanced degree preferred.
• Certification in market research or data analytics preferred.
• A portfolio demonstrating past work (surveys, study designs, reports, etc.)

Responsibilities

• Lead complex, high-impact research initiatives end-to-end—from questions to activation of insights.
• Develop strategic research plans and roadmaps with business and product leaders.
• Serve as trusted research advisor to cross-functional partners translating ambiguous challenges into evidence-based decisions.
• Establish and champion best practices, standards, and frameworks for scalable research.
• Conduct and oversee quantitative, qualitative, and mixed-methods research across generative and exploratory studies.
• Synthesize insights across studies to identify broader customer needs and opportunities.
• Translate findings into clear narratives and recommendations for senior leaders.
• Provide day-to-day leadership to researchers, including direction, coaching, and development.
• As the function grows, take formal people leadership responsibilities.

Skills

Qualitative methods

Quantitative methods

Research design

Behavioral science

Data-driven analysis

Executive storytelling

Education

Bachelor’s degree in market research or related field

Advanced degree preferred

Market research certification

Tools

Qualtrics

UserTesting

Medallia

Excel

Tableau

SPSS

SAS

R

Python

Job description

Cencora is seeking a Customer Experience Research Lead to drive end-to-end research initiatives that shape product strategy and customer experience. You will lead complex studies, translate insights into actionable decisions, and partner with product, strategy, and marketing teams to elevate the research practice across the organization.

You will mentor researchers, develop strategic plans, and communicate findings to senior leaders, influencing business outcomes and fostering a data-driven