Senior Manager, Customer Insights

Research the experiences that improve patient health and help them live better lives.

Labcorp seeks an experienced customer insights professional to join its Market Insights team. The Senior Manager, Customer Insights will consult with leaders across the organization to conduct customer research that directs action to improve Labcorp’s customer experience. These actions help influence executive-level decision making and win new partnerships that move the healthcare industry forward.  

The Senior Manager will be accountable for contributing outside-in insights that will shape marketing, customer engagement, and experience strategies.

The ideal candidate has strong curiosity about our customers and demonstrated research and analytical skills to support Labcorp’s leaders. He/she will love the art and science of gathering research to anticipate how customers’ needs will evolve.

Job Responsibilities

Customer Experience

• Identify key customer trends, issues, and opportunities to assist in formulating strategies that improve customer experience (CX); provide ad hoc information and insights support to key stakeholders. Simply put, tell stories about our customers that drive business leaders to action.

• Drive enterprise customer feedback governance programs (e.g., action tracking, executive forums) designed to drive actions that improve the customer experience.

• Measure the success of customer improvement programs as they are implemented.

• Analyze quantitative and qualitative data from customer feedback methods to identify trends in customer pain points and potential root causes for experiences, products, and services.

• Effectively use visuals/infographics to tell the data story; support the design and implementation of new feedback management solutions, including reporting dashboards.

• Explore and recommend what other data should be tracked to establish actionable customer experience (CX) metrics representing what matters most to our customers.

Stakeholder Management

• Build information-sharing networks and leverage primary research capabilities to gain insights from key partners.

• Collaborate with senior leadership to set objectives, support prioritization of strategic initiatives in current and new markets, and recommend strategy revisions.

• Support executive and business segment leaders’ strategic planning events, including offsites, workshops, competitive simulations/war games, etc.

Experience

Key Competencies:

• Analytical skills that can generate insight.

• Data visualization and storytelling capabilities

• Ability to present insights at a leadership level.

• Ability to work cross-functionally across the business.

• Ability to cohesively manage multiple different content areas.

• Ability to set priorities and own multiple projects concurrently.

• Ability to work independently and demonstrate thought leadership.

• Demonstrated Initiative, detail-oriented and highly organized.

• Demonstrated problem-solving abilities.

Experience/Skills:

• 5+ years of work experience in a business research capacity (e.g., customer feedback, NPS program, market research).

• Experience in one of the following: healthcare, payor, pharmaceutical, diagnostics, medical device, or drug development industry.

• Research collection and design experience (i.e., survey, interview).

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

• Excellent presentation and communication skills, both written and verbal.

• Advanced Microsoft Office skills (Excel, PowerPoint, SharePoint).

• Experience with other analytics and visualization tools (e.g., Tableau).

• Strong record of team collaboration in a matrixed environment.

Preferred:

• Advanced degree in a business- or marketing-specific program.

• Program management experience focused on governance programs.

• Direct experience with primary and secondary market research, market sizing, forecasting, and competitive intelligence.

• Experience with Salesforce, Qualtrics, Medallia, or other key marketing and insights tools.

Application window open until: 9/15/2024

Pay Range: $110,000 – 125,000

Benefits: All job offers will be based on a candidate’s skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. Regular, full-ti