Lead, Customer Experience Research

For our client, we are seeking a Lead, Customer Experience Research to join the team of a leader in the Hospitals & Medical Centers space.

This role will guide end-to-end customer experience research initiatives that turn complex business questions into actionable insights. The position partners closely with product and business leaders to shape research strategy, strengthen research practices, and improve how customer needs are understood across the organization. The work will have direct impact on insight quality, scalability, and decision-making in a healthcare environment.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $119,100 – $186,560 annually

Responsibilities

• Lead end-to-end complex research initiatives, from study design to activation of insights
• Develop strategic research frameworks in collaboration with product and business leaders
• Act as a trusted advisor, translating business challenges into research opportunities
• Champion research best practices to enhance quality and scalability across the organization
• Synthesize insights from diverse data sources to identify customer trends and gaps

Qualifications

• 7+ years of customer experience research experience with proven leadership of complex projects
• 3+ years of mentoring or providing direction to researchers; formal management experience preferred
• Formal training in research methodologies and behavioral science is essential
• Bachelor’s degree in Psychology, Sociology, or a related field; advanced degrees preferred
• Portfolio showcasing past research work and hands-on experience

Benefits

• Comprehensive medical, dental, and vision care coverage
• Support for working families, including backup dependent care and adoption assistance
• Variety of training programs and professional development resources
• Opportunities for mentorship, employee resource groups, and volunteer activities
• Paid parental and caregiver leave options

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.