[Hiring] Director, Customer & Market Insights @GeneDx

Role Description

GeneDx is seeking an experienced, insights-driven Director of Customer & Market Insights. In this role, you will serve as the company's master integrator of insights from internal subject matter experts and business owners, as well as customer/market research data on the people and markets we serve — including but not limited to patients, caregivers, clinicians, and payers — translating complex research into clear, actionable intelligence that drives decisions at every level of the organization. You will build and scale a Customer and Market Insights Center of Excellence that directly shapes our product, experience, and go-to-market strategies.

This is a high-impact, highly visible role that blends strategic leadership with hands-on execution. You will:

• Define the research agenda.
• Advise internal stakeholders on the right methodological approaches.
• Manage a portfolio of vendor relationships.
• Ensure insights are not just delivered — but understood and trusted.
• Be a critical thought partner to Product Strategy, Commercial, Marketing, Market Access, and other cross-functional teams.

Qualifications

• 10–15 years of progressive experience in customer insights, market research, or a related field within diagnostics, biopharma, healthtech, consumer health, digital health or adjacent industries.
• Proven track record of building or scaling an insights function.
• Deep fluency in qualitative and quantitative methods: in-depth interviewing methodologies, segmentation, conjoint, MaxDiff, pricing research, usability testing, mixed methods, etc.
• Experience designing and managing stand-alone market research studies, as well as longitudinal research programs.
• Strong vendor management experience; expected to bring a vetted network of research partners with clear understanding of their strengths and limitations.
• Fluency with digital research platforms (e.g., Qualtrics, InCrowd, Dovetail).
• Experience collaborating with, and synthesizing insights across various insights-generating functions, including analytics, competitive intelligence, and finance.
• Experience overseeing and maintaining insights databases and dashboards, incl. using data visualization tools such as Tableau, Looker.
• Strong executive presence, exceptional communication and storytelling skills; proven ability to present to and influence senior executives.
• Proven ability to extract clarity from ambiguity, drive consensus amongst competing priorities, and influence without authority across a matrixed organization.
• Prior consulting experience in a relevant field preferred.
• Bachelor's degree required in Statistics, Psychology, Sociology, Public Health, Business, Marketing, Economics, or a related field; advanced degree preferred.

Requirements

• Design and lead qualitative and quantitative research to uncover behavioral, attitudinal, and contextual insights across key customer groups (patients, caregivers, providers, payers, health systems) and markets.
• Proactively identify knowledge gaps, maintain a forward-looking research roadmap, and synthesize findings into scalable knowledge bases.
• Track and synthesize trends across target segments — including competitor strategies, emerging disruptors, and shifting customer expectations.
• Inform product decisions by sizing opportunities, conducting concept testing, and identifying whitespace.
• Lead pricing research (conjoint, Van Westendorp, Gabor-Granger) to assess value perception, willingness to pay, and support value proposition development.
• Architect and operationalize GeneDx's enterprise VoC listening system, integrating signals from surveys, interviews, CSat and NPS metrics, and customer service interactions into continuous feedback loops.
• Own end-to-end vendor management — RFPs, partner selection, contracts, and quality oversight.
• Maintain a curated network of vetted research firms and build scalable CoE infrastructure including templates, processes, and quality standards.
• Synthesize multi-source findings into compelling narratives that drive alignment and action, up to and including the ELT.
• Lead, mentor, and grow a team of insights professionals.
• Set clear goals, provide regular feedback, and conduct performance evaluations for direct reports.
• Identify current and future capability needs as the CoE scales; lead recruiting, onboarding, and retention efforts.
• Create an inclusive, intellectually curious team environment.

Benefits

• Paid Time Off (PTO)
• Health, Dental, Vision and Life insurance
• 401k Retirement Savings Plan
• Employee Discounts
• Voluntary benefits

Company Description

GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world’s largest, rare disease data sets.