CX Research & Measurement Lead

Baylor Genetics•,

About The Position

The CX Research & Measurement Lead owns Baylor Genetics’ enterprise customer experience research and measurement strategy across patient and provider journeys and the Engage & Initiate, Order to Result, and Post-Test Support & Billing value streams. The role establishes roadmaps, 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. This individual-contributor leadership role has no direct reports. It 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. The role owns qualitative and quantitative research, competitive research and benchmarking, Voice of Customer program design, survey governance, journey metrics and baselines, metric definitions, feedback and operational-data synthesis, insight reporting, and business requirements for dashboards. Advanced statistical analysis, data engineering, system administration, and functional business decisions remain with the appropriate partner teams.

Requirements

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 strategy, roadmap, and governance.
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.
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, including the ability to communicate complex findings, implications, tradeoffs, and evidence limitations clearly.
Ability to lead multiple research and measurement priorities, vendors, and investments while maintaining consistent methods, documentation, quality, and compliance standards.

Nice To Haves

Experience with healthcare, diagnostic, or laboratory workflows and 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.

Responsibilities

Own the enterprise customer experience research and measurement strategy across Baylor Genetics, including patient and provider journeys and all three CX value streams.
Establish and maintain the roadmap for Voice of Customer, customer insights, and experience measurement programs; prioritize investments based on strategic need, customer impact, risk, and available capacity.
Serve as the subject matter expert for customer research and CX measurement, establishing standards and governance for research intake, listening methods, sampling, instrument design, analysis, documentation, and interpretation.
Establish closed-loop Voice of Customer practices connecting feedback to accountable business owners, follow-up actions, and measurable outcomes.
Build research and measurement capability by developing practical standards, playbooks, and guidance for consistent methods.
Design and conduct rigorous qualitative and quantitative research using methods suited to the customer question, decision need, and available evidence.
Lead competitive research and benchmarking; verify source quality and translate relevant findings into implications for Baylor Genetics.
Synthesize customer research, Voice of Customer feedback, complaints, digital signals, operational data, market intelligence, and competitive findings to identify needs, friction, emerging risks, and opportunities.
Define and govern CX measurement standards for NPS, CSAT, CES, and other journey measures, including wording, scales, timing, denominators, baselines, targets, and interpretation guidance.
Partner with Journey Directors and Customer Experience Managers to establish journey and value-stream success measures, connect CX measures with operational and business outcomes, inform opportunity prioritization, and evaluate results of improvements.
Define business requirements for CX dashboards, reporting, and data integration in partnership with Technology, data, and functional teams.
Present insights, implications, and recommendations to executive leadership and governance forums, influencing CX, operational, and investment decisions through evidence-based storytelling.
Coordinate research partners, vendors, workplans, budgets, and deliverables while ensuring methods and outputs meet company standards and applicable privacy, compliance, legal, and data-governance requirements.
Perform other job-related duties as assigned and follow Baylor Genetics policies, procedures, and applicable regulatory requirements.