Lead, Customer Experience Research

Responsibilities

• Lead complex, high-impact research initiatives, end-to-end, from defining business questions and research strategy through execution, synthesis, storytelling, and activation of insights.
• Develop strategic research plans and roadmaps in partnership with business and product leaders, identifying where research can have the greatest impact on customer experience and business outcomes.
• Serve as a trusted research advisor to cross-functional partners, helping to translate ambiguous business challenges into clear research questions and evidence-based decisions.
• Establish and champion research best practices, standards, and frameworks that maintain consistency, quality, and build scalability of research across the organization.
• Conduct and oversee a broad range of quantitative, qualitative, and mixed-methods research, spanning generative, exploratory, and strategic research.
• Synthesize insights across studies and data sources to identify broader customer needs, experience gaps, emerging trends, strategic opportunities.
• Translate research findings into clear, compelling narratives and recommendations for senior leaders.
• Provide day-to-day leadership to researchers, including research direction, prioritization, coaching, feedback, and development.
• As the function grows, assume formal people leadership responsibilities, including management and development of direct reports.
• Contribute to the continued development of Cencora’s research practice and culture of customer-centered, evidence-based decision-making.

Education and Work Experience

Skills and Knowledge

• Advanced proficiency in qualitative quantitative methodologies, including survey design, in-depth interviewing, and other appropriate research approaches.
• Proficiency with survey and research platforms, such as Qualtrics, UserTesting, Medallia, and other similar tools.
• Working knowledge of statistical analysis and data interpretation, including descriptive and inferential statistical techniques. Experience working with data analysis and visualization tools, such as Excel, Tableau, SPSS, SAS, Jamovi, R, Python, etc.
• Experience synthesizing and analyzing qualitative and quantitative datasets to identify patterns and generate actionable insights.
• Experience conducting or strong familiarity with Bayesian statistics.
• Familiarity with collaboration tools such as Mural, Miro, or similar platforms.

What Cencora offers

Salary Range*

• *This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.