Research Consulting Lead - Experience Strategy & Insights

CenterWell

1d • Remote

About The Position

The Research Consulting Lead – Experience Strategy & Insights plays a critical role on the CenterWell Customer Experience (CWCX) team. You will transform customer signals into clear insights, priorities, and decision confidence for business leaders. You will partner with Journey Transformation, VOC Insights, Analytics, Digital Products, and Business Units. You will define insight strategies, design and implement research, integrate multiple data sources, and connect experience insights to outcomes. You will operate as a strategic consultant, ensuring research and measurement efforts directly inform prioritization, investment decisions, and experience improvement roadmaps across CenterWell. You will report to the Director, Strategy Advancement.

Requirements

• Bachelor's degree in social science, psychology, anthropology, human factors, market research, business, or related field.
• 8+ years of experience in experience strategy, research consulting, customer insights, CX analytics, or human-centered research.
• Qualitative and quantitative research design and synthesis skills.
• Competence to translate research into strategic insight and executive-ready recommendations.
• Experience linking customer experience insights to outcomes and metrics.
• Influence across teams.
• Facilitation and storytelling skills.
• Working knowledge of CX measurement approaches (e.g., NPS, CSAT, or journey-level metrics).

Nice To Haves

• Master's degree in business, social science, market research, healthcare, public health, or related field.
• Experience in healthcare, payer, provider, pharmacy, or regulated service environments.
• Familiarity with VOC ecosystems, insight governance models, and CX frameworks.
• Experience supporting enterprise or portfolio-level prioritization.

Responsibilities

• Define and lead experience insight strategies with care for CenterWell, LOB, and enterprise priorities.
• Improve CX insight experience by integrating VOC, research, operational data, and analytics into a cohesive understanding of customer experience.
• Ensure insights are decision-ready, prioritized, and tied to articulated business questions and outcomes.
• Shape strategic plans to improve organizational insights capability across developing, foundational, and advanced levels.
• Lead qualitative and quantitative research to answer business and experience questions.
• Validate hypotheses coming from VOC trends, journey analytics, and partner assumptions.
• Partner with VOC Insights & Analytics teams to size impact, identify drivers, and connect experience insights to business measurements.
• Ensure methodological thoughtfulness, insight quality, and practical applicability of research outputs.
• Define, socialize, and maintain experience measurement frameworks that connect customer outcomes to operational and financial performance.
• Translate complex insight into clear narratives, possible effects, and recommendations tailored to executive and partner needs.
• Support prioritization decisions by clarifying trade-offs, risks of inaction, and potential value creation.
• Ensure confidence in decisions by identifying evidence gaps and recommending the right level of insight investment.
• Identify systemic experience issues and new opportunities across journeys, channels, and assets.
• Partner with teams (within CWCX and across BUs) to assess desirability, viability, and feasibility when evaluating experience opportunities.
• Support development of prioritized CX portfolios and roadmaps with care for business strategy.
• Ensure experience insights inform where we invest, sequences work, or deprioritizes efforts.
• Be a trusted strategic advisor to business, product, digital, clinical, and operations leaders.
• Facilitate structured discussions and working sessions to agree on problem definition, decision clarity, and success criteria.
• Collaborate with partners by providing insight, prioritization guidance, and measurement plans that inform downstream design and implementation.
• Improve the voice of the customer in enterprise decision-making through compelling storytelling and evidence.

Benefits

• medical
• dental
• vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior