GuideWell Source · 2 weeks ago
Lead Customer/Consumer Insights
United States
Full-time
Remote
Lead/Staff
$84K/yr - $137K/yr
5+ years expGuideWell Source is focused on transforming health through compassionate and technology-enabled care. The Lead Customer/Consumer Insights role is responsible for owning the research and listening work for specific audiences, designing primary research, and synthesizing findings to provide actionable recommendations to business stakeholders.
HealthcareHealth CareMedicalService Industry
Responsibilities
Own the research and listening work for the assigned audience. Frame the question, design the research approach, read the listening signal, synthesize across quantitative and qualitative work, and ship a recommendation the business can act on
Run the audience’s primary research portfolio — recurring trackers, ad-hoc studies, segmentation work, and qualitative deep-dives. Partner with vendors on fielding, scientific QA, and synthesis
Read the listening signal for the assigned audience — communication, marketing, and customer experience tracker waves, listening posts, complaints, social listening, journey output — and integrate it with primary research into one coherent audience read
Partner with business stakeholders across the enterprise whose work touches the assigned audience — the audience VP and their leadership team, marketing, customer experience, network, quality, shared services, finance, operations, and others. Sit in their planning cycles
Bring the read into the room before the next decision is locked. Track what got changed and how it performed
Translate findings into recommendations business stakeholders can act on. Hold the analysis, writing, and visual standard the team expects; make sure work lands with the right partners in time to change the next cycle
Carry the team’s research and listening standards forward in the audience’s work — methodology, instrument design, narrative quality, evidence handling. Hold the bar on what gets put forward as a finding versus a directional signal
Cross-pollinate with other audience Leads, the Listening Programs team, the Decision Intelligence team, and the Specialized Insights team. Pull their signals into the audience read; feed audience-specific output back into the team’s broader work
Coach analysts and other Leads on audience-research craft — primary-research design, listening interpretation, and the discipline of holding a clean audience read across quantitative and qualitative sources
Qualification
Required
5+ Years Related work experience: Insights, market research, customer research, audience research, or comparable applied research work in an enterprise or consultancy setting
Bachelor's degree Marketing Research, Behavioral Science, Sociology, Anthropology, Psychology, Public Health, Communications, Economics, Statistics, Business, or a related discipline
Strong analytical reasoning. Reads tracker output, segmentation results, survey results, and listening signal with the rigor to challenge weak inference and the craft to translate it into a recommendation
Primary research craft. Frames the right question, designs instruments that hold up on sampling, wording, response options, and data quality. Runs fielding with vendors and reads output with rigor
Qualitative research fluency. Designs and runs IDIs, focus groups, ethnographic work, and diary studies. Picks the method that fits the question
Listening-program reading. Reads KPIs such as NPS / FCR / CES output, complaint data, social-listening signal, journey output, and recurring tracker waves together. Finds the integrated story the business needs
Fluency across modern research and listening platforms (Qualtrics, Forsta, UserTesting, Dscout, Medallia, Sprinklr, or comparable)
Fluency across modern analytical and AI-augmented platforms (Hex, Sigma, Mode, Tableau, ChatGPT, Claude, or comparable) used to accelerate analysis, synthesis, and the production of senior-stakeholder briefs
Methodology rigor. Documents what was done, why, and the limits of inference
Strong written narrative for senior business audiences. Briefs business partners consume quickly and act on in time to change the next cycle
Decision orientation. Treats every read as a recommendation in service of a business decision. Closes the loop on what got changed and how it performed
Comfort with shifting priorities. Reshapes the research and listening agenda when the business question moves; ships against the time available
Collaborative partnership style. Earns trust with senior stakeholders across the enterprise without holding reporting authority
Preferred
4+ Years Hands-on primary research design and execution — recurring trackers, ad-hoc studies, segmentation work, and qualitative deep-dives
2+ Years Listening-program reading or VoC program work — recurring tracker waves, listening posts, complaints, social listening, journey output, or comparable
4+ Years Partnership with senior business stakeholders as the named research or VoC consultant — a track record of work that drove real audience, program, or business decisions
Benefits
Medical, dental, vision, life and global travel health insurance;
Income protection benefits: life insurance, short- and long-term disability programs;
Leave programs to support personal circumstances;
Retirement Savings Plan including employer match;
Paid time off, volunteer time off, 10 holidays and 2 well-being days;
Additional voluntary benefits available;
A comprehensive wellness program
Competitive pay as well as opportunities for incentive or commission compensation
Regular annual reviews with pay for performance considerations for base pay increases
Company
GuideWell Source
GuideWell Source offers administrative business solutions for health programs.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Gordon Bailey
President and CEO
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