[Hiring] Lead, Customer Experience Research @Cencora

Role Description

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Cencora is shaping the future of healthcare by providing solutions that enable better access to medical care. We are looking for an innovative Customer Experience (CX) Research Lead to join our growing Research and Insights Practice. We're seeking a highly collaborative, thoughtful, and creative researcher to lead complex research initiatives, shape research strategy, and translate customer insights into actionable business, experience, and product decisions.

The CX Research Lead will serve as a senior research practitioner and team lead, independently leading high-impact research, while guiding, developing, and overseeing the work of other researchers. This individual will help maintain research standards, elevate the quality and strategic impact of the team’s work, and foster partnerships with stakeholders across product, strategy, marketing, and other business functions.

This role provides the unique opportunity to influence product, experience, and business strategy within a Fortune 10 organization and help advance the maturity and impact of customer research across Cencora.

Qualifications

• Experienced customer experience (CX) researcher or research professional with deep expertise in both qualitative and quantitative methodologies.
• Strong foundation in research design, behavioral science, and data-driven analysis.
• Skilled communicator who excels at building trusted relationships across stakeholders.
• Comfortable navigating ambiguity and identifying opportunities where research can drive meaningful customer impact and business value.
• Passionate about advancing the discipline of research through collaboration, coaching, and mentorship.
• Confident communicating complex findings to senior leaders and executive audiences.

Requirements

• 7+ years in customer experience, market, or related research, with demonstrated experience independently leading complex research initiatives.
• 3+ years of mentoring, coaching, or providing research direction to other researchers; prior formal people management experience preferred.
• 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.
• Advanced degree (Master’s or Doctorate) preferred.
• Certification in market research, data analytics, or equivalent preferred.
• A portfolio demonstrating past work experience and deliverables (e.g., surveys, user study designs, research reports, etc.).

Responsibilities

• 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 in partnership with business and product leaders.
• Serve as a trusted research advisor to cross-functional partners.
• Establish and champion research best practices, standards, and frameworks.
• Conduct and oversee a broad range of quantitative, qualitative, and mixed-methods research.
• Synthesize insights across studies and data sources.
• Translate research findings into clear, compelling narratives and recommendations for senior leaders.
• Provide day-to-day leadership to researchers, including research direction, prioritization, coaching, feedback, and development.
• Assume formal people leadership responsibilities as the function grows.
• Contribute to the continued development of Cencora’s research practice and culture of customer-centered, evidence-based decision-making.

Skills and Knowledge

• Advanced proficiency in qualitative and quantitative methodologies, including survey design and in-depth interviewing.
• Proficiency with survey and research platforms, such as Qualtrics, UserTesting, Medallia, and other similar tools.
• Working knowledge of statistical analysis and data interpretation.
• Experience working with data analysis and visualization tools, such as Excel, Tableau, SPSS, SAS, Jamovi, R, Python, etc.
• Experience synthesizing and analyzing qualitative and quantitative datasets.
• Experience conducting or strong familiarity with Bayesian statistics.
• Familiarity with collaboration tools such as Mural, Miro, or similar platforms.

Benefits

• Compensation, benefits, and resources that enable a highly inclusive culture.
• Traditional offerings like medical, dental, and vision care.
• Support for working families, including backup dependent care, adoption assistance, and infertility coverage.
• Behavioral health solutions, paid parental leave, and paid caregiver leave.
• Variety of training programs, professional development resources, and opportunities to participate in mentorship programs.