Senior Customer Experience Researcher
About The Position
Cencora is shaping the future of healthcare by providing solutions that enable better access to medical care. We are looking for a passionate, and innovative Senior Customer User Experience (CX) Researcher to join our growing Intelligence & Insights Practice. We're seeking a highly collaborative, thoughtful, and creative mixed methods, senior-level researcher to define and conduct end-to-end research, identify key insights, and drive business strategy. This role will report to the Director of Research & Insights and work closely with the members of the Research & Insights team. In this role, you will focus on developing a deep understanding of our customers and delivering insights across the global enterprise. This role will provide the unique opportunity to help guide product and business strategy for a Fortune 10 company. This environment calls for someone who is an advocate of best practices in research design and execution, with the ability to collaborate and build strong relationships across the organization. This role is remote. If you are located close to Cencora’s Headquarters in Conshohocken, PA there may be an opportunity to work on-site periodically, if desired.
Requirements
- Bachelor’s degree in Human-Computer Interaction (HCI), Statistics, Psychology, or a related field, or equivalent practical experience.
- 5+ years of experience in an applied research setting, or similar.
- Experience with research and analytics tools such as Qualtrics, Medallia, FullStory, GlassBox, SPSS, SQL, or similar platforms.
- Strong analytical and synthesis skills, including the ability to integrate multiple sources of information.
- Deep experience designing and executing qualitative and quantitative research for complex business challenges.
- Strong strategic research skills with the ability to develop research plans and translate ambiguous questions into actionable insights.
- Analytical and creative problem-solver with the ability to balance detailed investigation with strategic, customer-centered thinking.
- Strong presence and ability to influence leaders and stakeholders across product, business, and marketing functions.
- Excellent written, verbal, presentation, and storytelling skills, with the ability to tailor insights for diverse audiences.
- Strong prioritization skills and the ability to adapt quickly in a fast-paced, evolving environment.
- Experience designing surveys, discussion guides, interview protocols, and research frameworks.
- Flexible and adaptable, with a continuous improvement mindset toward research practices, tools, and approaches.
- Portfolio demonstrating customer research work, methodologies, and business impact.
Responsibilities
- Partner with CX Leads and stakeholders to identify business challenges, solidify research objectives, develop actionable research plans.
- Translate ambiguous business questions into rigorous research approaches and measurable learning objectives.
- Design and execute qualitative and quantitative research studies, including interviews, surveys, focus groups, journey mapping, etc.
- Apply appropriate methodologies and best practices to ensure reliable, unbiased, and actionable results.
- Manage research projects from scoping through final recommendations
- Conduct statistical analysis to extract key insights from data and communicate findings in ways accessible to technical and non-technical audiences.
- Build strong relationships with leaders across product, business, and marketing.
- Serve as a trusted partner on customer experience research needs, research methodology, and evidence-based decision making.
- Facilitate internal workshops and discussions that align teams around customer-centered approaches.
- Develop compelling reports and executive-level narratives that communicate findings clearly.
- Tailor communications to diverse audiences, with the level of detail needed for that audience.
- Advocate for customer perspectives while balancing business objectives and organizational constraints.
- Communicate clear next steps and actionable recommendations for the business, product teams, and marketing.
- Identify patterns, themes, opportunities, and risks that may go beyond the raw data.
- Connect customer insights to broader business strategy, operational priorities, and customer experience outcomes.
Benefits
- medical
- dental
- vision care
- backup dependent care
- adoption assistance
- infertility coverage
- family building support
- behavioral health solutions
- paid parental leave
- paid caregiver leave
- training programs
- professional development resources
- mentorship programs
- employee resource groups
- volunteer activities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
