Director, Customer Experience, Insights & Analytics

Labcorp, a Forbes 2025 "Best Large Employer," seeks a Director, Customer Experience Insights & Analytics to lead customer experience measurement, drive customer-first strategy, and deliver actionable insights that shape business decisions. Reporting to the VP of Global Insights, you'll partner with Marketing, Sales, Product, Operations, and Executive Leadership to embed customer feedback into organizational improvement.

The ideal candidate brings deep expertise in analytics, strategic leadership, and customer experience management, with proven ability to lead teams, oversee enterprise NPS programs, and translate data into compelling narratives that drive action.

Applicants who live within 35 miles of either the Burlington, NC or Durham, NC location will follow a hybrid schedule. This schedule includes a minimum of three in-office days per week at an assigned location, either Burlington or Durham, supporting both collaboration and flexibility.

KEY RESPONSIBILITIES

NPS Program Leadership

• Champion customer experience at the executive level, building credibility as a trusted advisor through strategic storytelling and thought leadership that shapes business priorities and drives customer-centric culture

• Lead enterprise-wide Net Promoter Score program, collaborating across business units on survey design, deployment, analytics, and governance

• Evolve the program by fostering best-in class AI-enabled capabilities to enhance predictive insights, automation and reporting

• Develop comprehensive multi-channel feedback strategy (relationship, transactional, journey-based) incorporating active and passive listening posts

Insights & Executive Reporting

• Lead the translation of customer insights (qualitative and quantitative) into strategic imperatives, guiding executive decision-making and business transformation

• Partner with executives to prioritize initiatives based on NPS and related KPIs, fostering customer-centric decision-making

• Benchmark performance against industry standards and provide thought leadership on CX trends

Platform & Vendor Management

• Serve as Qualtrics platform leader, managing advanced survey builds, dashboards, workflows, automations, and integrations

• Oversee vendor relationships ensuring compliance with healthcare and B2B standards

• Partner with IT to ensure seamless data integration and flow

Analytics & Strategy

• Identify customer trends, issues, and opportunities to inform CX strategy

• Measure success of customer improvement programs; analyze feedback to identify pain points and root causes

• Leverage advanced analytics and AI to enhance actionability and depth of insights

• Create compelling data visualizations and dashboards that tell the customer story

Team Leadership

• Build and lead high-performing team of analysts and program managers

• Establish team goals, performance metrics, and development plans

• Foster culture of innovation, continuous learning, and customer advocacy

• Mentor team in advanced analytical techniques and strategic thinking
   

QUALIFICATIONS

Required:

• 10+ years managing complex NPS programs; 5+ years in leadership

• Expert-level Qualtrics proficiency (survey logic, workflows, dashboards, API integrations)

• Proven experience leading CX programs in Fortune 500 or similarly complex enterprise environments

• Deep understanding of healthcare and B2B customer dynamics with multi-stakeholder experience

• Advanced analytical and data visualization skills (Tableau, Power BI)

• Exceptional communication, project management, and stakeholder engagement abilities

• Demonstrated ability to deliver insights that influence executive decision-making

• Understanding of business operations and how customer data serves as the engine for various cross-functional business decisions

• Proficiency in Microsoft Office and CX analytics tools.

Preferred:

• Advanced degree in business, analytics, or marketing

• Experience in pharmaceuticals, diagnostics, life sciences, or drug development

• Familiarity with text analytics, AI, journey analytics, and CRM integrations (Salesforce)

• Program management experience with governance frameworks

• Background in primary/secondary research, market sizing, and competitive intelligence

Core Competencies