Customer Insights Manager, US

Customer Insights Manager – Global R&D

Location: United States (Remote)

The next breakthrough in healthcare starts with understanding unmet needs.

 

We are looking for a Customer Insights Manager to join Mölnlycke's New Solution Innovation team and play a pivotal role in uncovering the insights that will shape the future of wound care, prevention and healthcare solutions!

 

This is not a traditional market research role.

 

We are seeking an experienced Customer Insights professional who is passionate about understanding how care is delivered and identifying opportunities to improve it. Working directly with clinicians, healthcare providers and decision-makers, you will uncover unmet needs, translate insights into innovation opportunities, and help shape the future of Mölnlycke's product, solution and service portfolio. This is a highly visible role with significant exposure to senior leaders and a direct impact on our innovation strategy.

 

As Customer Insights Manager, you will lead customer insight generation and unmet need discovery across the US healthcare ecosystem. As part of the New Solution Innovation (NSI) team, you will work closely with Marketing, Clinical, Medical, Human Factors and R&D colleagues to identify emerging opportunities and inform future investment decisions.

 

Success in this role requires the ability to build trusted relationships across healthcare systems, gain access to real-world care environments, and turn complex customer and workflow insights into actionable innovation concepts that improve outcomes for patients and providers

 

Key responsibilities

 

• Lead customer insight and unmet need discovery initiatives across US healthcare settings.
• Conduct ethnographic research, contextual inquiries, observational studies and customer immersion activities in clinical environments
• Build and maintain relationships with clinicians, healthcare providers, healthcare systems, procurement leaders, administrators and key opinion leaders.
• Identify, validate and prioritize unmet needs and translate them into innovation opportunities.
• Develop user personas, journey maps, workflow analyses and insight frameworks to guide concept development.
• Collaborate closely with Marketing, Clinical and R&D stakeholders to shape future products, solutions and service offerings.
• Lead concept validation and usability-related activities to ensure solutions meet real customer needs
• Bring evidence-based customer and workflow insights into innovation portfolio and investment decisions
• Contribute to the development of customer insight methodologies, tools and best practices within NSI.

 

Compensation & Benefits:

 

This role offer a competitive base salary and annual bonus.

Offers of employment consider various factors including experience, education, location, certifications, and role-specific requirements.

Our comprehensive benefits package is designed to support your health, financial well-being, and work-life harmony:

• Medical, dental, and vision plans available from your first day of employment
• 401(k) with company match and profit-sharing opportunities
• Tuition reimbursement
• Life insurance coverage
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Generous paid time off and paid parental leave
• Employee Assistance Program (EAP)
• Employee discounts and lifestyle benefits, including entertainment and travel perks

 

What you'll bring

 

Required qualifications and experience

• Bachelor's or Master's degree in Human Factors, Design Research, Biomedical Engineering, Customer Insights, Innovation, Healthcare Research, or a related field.
• 7–10+ years of experience in Customer Insights, Design Research, Human Factors, Usability Engineering, Innovation Research, or a related discipline within MedTech or healthcare.
• Expertise in ethnographic, observational and contextual research methods, wi