Lead Customer Experience Researcher

Location: St. Louis

We have a contract to hire opportunity for a senior-level Customer Experience / UX Research leader with 6+ years of hands-on experience designing and executing end-to-end mixed-method research programs that translate complex member and provider feedback into clear, executive-ready insights. They bring advanced expertise in Qualtrics Customer XM, user testing platforms, and online research communities, and can independently scope research, facilitate primary qualitative and quantitative studies, build surveys and dashboards, and confidently present actionable findings to senior stakeholders while mentoring others and shaping research strategy.

100% Remote.

MUST HAVES:

• Masters or years of experience equivalent (6+ years in CX / VOC research roles)
• 6+ years of experience
• (in order of importance) Qualtrics Customer XM, user testing platforms, online research communities (e.g. Fuel Cycle)
• Facilitate Primary Research (quantitative and qualitative) from beginning to end - scoping, methodology selection, fielding and analysis
• Deliver and present reports producing actionable insights
• Design, build and launch surveys/dashboards (Qualtrics Engage)

Preferred Experience:

• Create and manage intercepts for transactional surveys/feedback tabs
• Creating service recovery / inner loop processes for surveys
• Understanding of Discover text analysis connectors, taxonomies and dashboards
• Healthcare Experience
• Bachelor's degree in Market Research, Human Computer Interaction, Human Factors, Psychology, or CX/UX Research or similar field

About this Role:

• Understanding member and provider experiences to provide leadership teams with actionable insights for improving them.
• Advising on research strategies to answer business questions to produce actional insights along with facilitation of primary research (qualitative and quantitative) with various types of customers

D2D Responsibilities:
Conduct primary/generative and secondary/evaluative research using mixed method techniques

• Lead and execute qualitative and quantitative research techniques

• Facilitate interviews, focus groups, diary studies, comparative and competitive assessments, findings workshops, stakeholder meetings, and findings presentations.

• Conduct simple (e.g. quick polls) and complex (e.g. in-depth interviews) research studies in our various online communities

• Create and manage ongoing "listening posts" across all customer types and all lines of business. Specifically, relational and transactional surveys administered via email, SMS, QR codes, and pop-up intercepts

• Lead and socialize our research repository, research governance and best practices processes, and measurement strategy.
Proficient with qualitative and quantitative research methodologies (including mixed methods and statistical analysis).

• Strong analytical, problem-solving, and communication skills (both verbal and written).

• Ability to facilitate workshops, stakeholder meetings, moderate research studies.

• Advanced proficiency in Qualtrics/Clara bridge, SPSS, Fuel Cycle, User Testing/User Zoom, Bloomfire

• Produce deliverables that are easy to consume and be able to present actionable insights to senior business executives

Job Description:
Position

Purpose:

A Lead User Experience Researcher is responsible for both conducting research and advising on strategy for user and design research throughout the design process. To be successful in this role, the researcher must be able to work with IT stakeholders to promotes and plan research, serve as an advocate for our users, and utilize data-driven insights to inform strategy and design decisions.

Additionally, a Lead User Experience Researcher will be looked at to:
Mentor and coach other members of the research team. Contribute to research strategy and team best practices. Review/approve the work of other researchers. Maintain the short-term research roadmap.

Education/

Experience:

Bachelor's degree in Human Computer Interaction, Human Factors, Psychology, or equivalent experience required. 7 year of UX research experience or similar research experience required. Proficient with qualitative and quantitative UX research methodologies (including mixed methods, statistical analysis). Strong analytical, problem-solving, and communication skills (both verbal and written). Ability to facilitate workshops, stakeholder meetings, moderate research studies. Ability to manage a roadmap and prioritize multiple projects for self and others.

Proficient with user testing platforms.

Experience with software development methodology and release processes (Agile preferred).