Nashville, Tennessee
Hershey, Pennsylvania
Morristown, New Jersey
Raleigh, North Carolina
Hershey, Pennsylvania
Posted: 29-Jan-25
Location: Dallas, Texas
Categories:
Internal Number: 25001428
JOB SUMMARY
Director Customer Experience Research is accountable for planning, developing, and implementing customer research for Baylor Scott and White Health (BSWH), which may include market research, customer testing, customer personas, and other customer experience capabilities. Champions consumer research and insights to set and prioritize the customer strategy for the organization. Translates qualitative and quantitative data from a variety of sources into actionable recommendations that will enhance the customer experience and drive growth for BSWH. Directs research team to collect, study, and use insights reflecting customer behaviors, sentiments, and preferences to help solution design, development, and scale decisions. Designs and implements qualitative and quantitative research strategies and methodologies which may include focus groups, interviews, and surveys that yield data required for developing insights to measure customer perceptions and satisfaction.
A system Director translates and implements strategic plans and priorities for area of responsibility and is comfortable instituting programs that have system wide impact. Makes final decisions on operational matters and ensures achievement of goals. Recommends policies and organizational changes for area. Plans and executes projects and initiatives that meet annual goals. Erroneous decisions at this level tend to have negative impact on the success of the area, business unit, and possibly the overall organization's operations. Plans and directs the operations of a department or area, with responsibility for staffing, processes, budgets, and costs of the unit. Leads and advises subordinate(s) to meet schedules, resolve technical problems, and monitor performance. Has a larger, more complex organization or functional area than a manager. Often has one or more managers or supervisors reporting to the role.
ESSENTIAL FUNCTIONS OF THE ROLE
- Directs system-wide customer experience research for BSWH.
- Identifies research areas of focus and leads customer research by mapping customer behaviors, experiences, and needs.
- Directs customer experience research activities that identify key insights that define customer problem statements and lead to breakthrough customer experience design solutions.
- Drives the research and synthesis of data from a variety of sources to quickly identify user insights that guide BSWH strategy and solution definition.
- Directs research project scoping and planning to execute discovery and evaluative design research and translate research into strategic insights.
- Enables the research to execute research and design sessions to identify opportunities to create new value for customers and gain alignment on BSWH overall business targets.
- Develops compelling value propositions, key user scenarios, and frameworks to communicate strategic direction.
- Leverages market, external, and industry insights to identify opportunities, make strategic recommendations, and inform strategy development.
- Partners with research and design leadership to identify new tools and process improvements that drive better alignment and compliance with customer design systems.
- Leads cross-functional teams and stakeholders in linking research, customer insights, and customer design solutions from ideation to execution.
KEY SUCCESS FACTORS
- Bachelor?s degree in marketing, business, or related field preferred. Master?s degree preferred.
- 5+ years of experience in consumer user experience, UX research, product design, or related area.
- 5+ years of experience in a leadership role.
- Experience leading large, multi-disciplinary research projects.
- Knowledge of quantitative and qualitative research tactics.
- Excellent data and problem-solving skills.
- Knowledge of research tools and methodologies
- Excellent verbal, written, and presentation skills.
- Strong executive presence and ability to interact with senior executives.
QUALIFICATIONS
- Bachelor's or 4 years of work experience above the minimum qualification
- 5 Years of Experience