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Baylor Scott & White Health · 5 days ago

Customer Experience Strategic Insights, Senior Researcher -Hybrid Dallas

Dallas, TX

Full-time

Hybrid

Senior Level

5+ years exp

Baylor Scott & White Health’s Customer Experience Office is seeking a strategic, insight-driven Senior Researcher to join their Customer Research and Testing team. This role involves leading analysis to develop a comprehensive understanding of the healthcare market, translating data into actionable insights that inform strategic decisions and enhance customer experience.

FitnessHealth CareMedicalSports

Responsibilities

Lead research and insights analysis for strategic initiatives aligned with enterprise goals

Share synthesized industry insights with key stakeholders

Execute complex studies, use advanced methods, and communicate findings to diverse stakeholders

Translate research findings into operational and strategic recommendations

Support proactive programs that drive business impact, not just reactive activity

Identify use cases, strategic tools to inform CX strategy, measurement, and annual planning

Deliver executive-level recommendations with clarity and strategic relevance

Manage multiple priorities and lead projects from concept to delivery

Support extension of segmentation programming to key stakeholders

Lead market landscape and driver analysis studies

Collaborate with cross-functional teams and co-design inclusive studies

Partner with cross-functional teams to align research outcomes with business goals

Facilitate workshops, meetings, and updates to communicate progress and insights

Analyze customer feedback and data to generate actionable insights

Conduct secondary research to identify market trends and strategic opportunities

Surface customer experience performance metrics, sentiment themes and emerging issues to inform CX strategy

Present findings through compelling storytelling in sprint reviews and leadership forums

Navigate ambiguity and bring structure to undefined challenges

Develop research case studies and business scenarios to support decision-making

Identify, synthesize, and share insights from industry communities of practice through multiple channels to inform strategy and decision-making

Qualification

Mixed-methods researchCustomer experience analysisMarket researchStrategic planningBehavioral segmentationCompetitive intelligenceTrend analysisResearch facilitationUsability testingResearch platformsCX platformsProgram management toolsStakeholder engagementChange managementAnalytical expertiseCross-functional collaboration