Lead, Customer Experience Research

• 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