Lead Experience Researcher

Become a part of our caring community and help us put health first

The Lead Experience Researcher will inform experience strategy by identifying priority customer segments, uncovering unmet needs, and translating insights into differentiated experience capabilities. This role partners closely with product, design, and clinical stakeholders to inform journey optimization and ensure solutions are grounded in customer and market evidence. The researcher will connect customer insight to business outcomes, enabling scalable, market‑relevant experiences.

We are seeking a Lead Experience Researcher to drive high‑impact experiences. This role blends qualitative and quantitative research expertise with strategic problem‑solving to identify meaningful solutions that address unmet and unrealized needs. The ideal candidate will have a strong background in research design, a passion for human‑centered innovation, and the ability to translate insights into actionable recommendations that advance business and experience outcomes.

The Research Consulting Lead provides expert guidance around study design, research methodology, analyses and interpretation of results. Acts as principal investigator, leading the study team from study inception to dissemination of research results. Advises leadership to develop functional strategies on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, using independent judgment requiring analysis of variable factors and determining the best course of action.

• Lead Research Engagements: Design and execute mixed‑method research (qualitative and quantitative) to deeply understand patient, member, and associate experiences.
• Root Cause and Opportunity Analysis: Investigate underlying drivers of key business challenges, surfacing unmet and unrealized needs.
• Insight Synthesis: Translate research findings into clear, actionable insights that inform experience strategy, product design, and operational decision‑making.
• Strategic Problem‑Solving: Partner with cross‑functional teams to co‑create solutions, identifying opportunities that align with organizational strategy, end‑to‑end journey transformation and deliver measurable impact.
• Thought Partnership: Serve as a consulting partner to leaders and stakeholders, guiding them through the research‑to‑action process.
• Measurement & Impact: Recommend success metrics and help establish measurement frameworks to evaluate the effectiveness of implemented solutions.

As a Lead Experience Researcher, you’ll play a pivotal role in shaping experiences that improve health outcomes and transform how care is delivered. You’ll work on high‑visibility projects that drive organizational learning, accelerate decision‑making, and directly impact the lives of the people we serve.

• Bachelor’s degree
• A minimum of five years’ experience successfully applying experience research methods to design differentiating products and services
• Experience planning, developing and conducting quantitative and qualitative research
• Working experience with human‑centered design methodologies including design thinking or comparable iterative methodologies
• Knowledge of service design, social science, behavior change, perception, cognition, task analysis, experimental design, and statistics
• Experience applying insights to shape strategies, programs, or products.
• Expertise in a range of research methodologies (in‑depth interviews, surveys, journey mapping, statistical analysis)
• Experience leading or participating in service design and/or service blueprinting

• Master’s degree in social science or healthcare strongly preferred (e.g., anthropology, health services research, psychology, public health, or social work)
• Experience with Agile Methodologies
• Experience informing zero to one experiences

• Remote role
• Must work central or eastern hours; 8‑5 Monday‑Friday
• Travel – Intermittent, approximately 1x per quarter

Travel:
While this is a remote position,…