[Hiring] CX Research & Measurement Lead @Baylor Genetics

Role Description

The CX Research & Measurement Lead owns Baylor Genetics’ enterprise customer experience research and measurement strategy across the patient and provider journeys and all three CX value streams. This role establishes the roadmap, standards and governance for Voice of Customer, customer insights and experience measurement programs; conducts customer and competitive research; and synthesizes customer, operational, market and competitive intelligence to inform executive decisions, journey priorities and investment choices. The Lead serves as the organization’s subject matter expert for customer research and customer experience measurement and presents insights and recommendations to executive leadership and governance forums. This is an individual contributor leadership role with no direct reports, so research rigor, business judgment, executive communication and enterprise influence are essential.

Qualifications

• Bachelor's degree or equivalent relevant experience in customer experience, market research, analytics, business, marketing, social sciences, healthcare administration or a related field.
• Eight or more years of experience in customer insights, Voice of Customer, customer experience measurement, market research, analytics or a related discipline.
• Demonstrated experience designing, launching or scaling enterprise Voice of Customer, NPS or other customer-listening programs across multiple functions or business units, including ownership of the strategy, roadmap and governance model.
• Experience leading enterprise-wide initiatives and influencing senior executives, governance forums and cross-functional investment or prioritization decisions.
• Deep experience designing qualitative and quantitative research, developing surveys and discussion guides, selecting appropriate methods and documenting analysis approaches.
• Demonstrated ability to synthesize customer, operational, market and competitive intelligence, distinguish findings from hypotheses and translate evidence into clear business recommendations.
• Experience translating customer insights and experience measures into operational improvements, product or technology decisions and business recommendations.
• Experience driving adoption of common customer experience practices, research methods or measurement standards across a complex organization.
• Strong knowledge of NPS, CSAT, CES, survey design, journey measurement, metric governance, benchmarking and customer-insight reporting.
• Executive-level written, verbal and presentation skills, with the ability to communicate complex findings, implications, tradeoffs and evidence limitations clearly.
• Demonstrated ability to lead multiple research and measurement priorities, vendors and investments while maintaining consistent methods, documentation, quality and compliance standards.

Requirements

• Experience with healthcare, diagnostic or laboratory workflows and the related patient or provider experience.
• Experience with survey or research platforms, dashboard and reporting tools, and customer-feedback or digital-experience data.
• Experience partnering with Technology, analytics or data teams to define dashboard, reporting and data-integration requirements.
• Experience conducting customer research or measurement across diverse customer segments, markets, cultures or languages.
• Relevant professional certification in customer experience, market research, analytics or project/program management.

Physical Demands and Work Environment

• Frequently required to sit.
• Frequently required to stand.
• Frequently required to utilize hand and finger dexterity.
• Frequently required to talk or hear.
• Frequently required to utilize visual acuity to operate equipment, read technical information and/or use a keyboard.
• Standard remote or office work environment with prolonged periods of computer and video-conference work.

EEO Statement

Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.