Lead, Customer Experience Research

Cencora•USA > PA > Remote, PA

1d•$119,100 - $186,560•Remote

About The Position

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. Reporting to the Director of Insights and Intelligence and partnering closely with members of the CX Strategy Team, this role will develop a deep understanding of our customers and ensure their needs, behaviors and experiences inform priorities across the enterprise. 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.

Requirements

7+ years in customer experience, market, or related research, with demonstrated experience independently leading complex research initiatives with impactful outcomes.
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 with formal training in research methodology and design.
Advanced proficiency in qualitative quantitative methodologies, including survey design, in-depth interviewing, and other appropriate research approaches.
Proficiency with survey and research platforms, such as Qualtrics, UserTesting, Medallia, and other similar tools.
Working knowledge of statistical analysis and data interpretation, including descriptive and inferential statistical techniques.
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 to identify patterns and generate actionable insights.
Experience conducting or strong familiarity with Bayesian statistics.
Familiarity with collaboration tools such as Mural, Miro, or similar platforms.

Nice To Haves

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, identifying where research can have the greatest impact on customer experience and business outcomes.
Serve as a trusted research advisor to cross-functional partners, helping to translate ambiguous business challenges into clear research questions and evidence-based decisions.
Establish and champion research best practices, standards, and frameworks that maintain consistency, quality, and build scalability of research across the organization.
Conduct and oversee a broad range of quantitative, qualitative, and mixed-methods research, spanning generative, exploratory, and strategic research.
Synthesize insights across studies and data sources to identify broader customer needs, experience gaps, emerging trends, strategic opportunities.
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.
As the function grows, assume formal people leadership responsibilities, including management and development of direct reports.
Contribute to the continued development of Cencora’s research practice and culture of customer-centered, evidence-based decision-making.