Director, Customer & Market Insights

GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world’s largest, rare disease data sets. For more information, please visit www.genedx.com.

 Summary

GeneDx is seeking an experienced, insights-driven Director of Customer & Market Insights. In this role, you will serve as the company's master integrator of insights from internal subject matter experts and business owners, as well as customer/market research data on the people and markets we serve — including but not limited to patients, caregivers, clinicians, and payers — translating complex research into clear, actionable intelligence that drives decisions at every level of the organization. You will build and scale a Customer and Market Insights Center of Excellence that directly shapes our product, experience, and go-to-market strategies.

This is a high-impact, highly visible role that blends strategic leadership with hands-on execution. You will define the research agenda, advise internal stakeholders on the right methodological approaches, manage a portfolio of vendor relationships, and ensure insights are not just delivered — but understood and trusted. You'll be a critical thought partner to Product Strategy, Commercial, Marketing, Market Access, and other cross-functional teams, providing an integrated view of customer needs, market dynamics, competitive positioning, and ecosystem trends.

 Job Responsibilities

• Customer & Segment Understanding: Design and lead qualitative and quantitative research to uncover behavioral, attitudinal, and contextual insights across key customer groups (patients, caregivers, providers, payers, health systems) and markets. Proactively identify knowledge gaps, maintain a forward-looking research roadmap, and synthesize findings into scalable knowledge bases.
• Market Landscape & Competitive Intelligence: Track and synthesize trends across target segments — including competitor strategies, emerging disruptors, and shifting customer expectations — and translate them into strategic implications for senior leadership.
• Product & Pricing Research: Inform product decisions by sizing opportunities, conducting concept testing, and identifying whitespace. Lead pricing research (conjoint, Van Westendorp, Gabor-Granger) to assess value perception, willingness to pay, and support value proposition development.
• Voice of the Customer (VoC): Architect and operationalize GeneDx's enterprise VoC listening system, integrating signals from surveys, interviews, CSat and NPS metrics, and customer service interactions into continuous feedback loops.
• Vendor & Research Operations: Own end-to-end vendor management — RFPs, partner selection, contracts, and quality oversight. Maintain a curated network of vetted research firms and build scalable CoE infrastructure including templates, processes, and quality standards.
• Stakeholder Partnership & Storytelling: Synthesize multi-source findings into compelling narratives that drive alignment and action, up to and including the ELT. Advise partners on the right research approach and challenge assumptions when needed.
• People Leadership: Lead, mentor, and grow a team of insights professionals. Define team structure and capability-building priorities as the CoE scales.
  
  

People Manager

• Team Development & Performance Management: Set clear goals, provide regular feedback, and conduct performance evaluations for direct reports. Foster a culture of accountability, continuous learning, and professional growth within the insights team.
• Talent Strategy & Workforce Planning: Identify current and future capability needs as the CoE scales; lead recruiting, onboarding, and retention efforts to build a high-performing, diverse insights team. Develop succession plans and career pathways that align individual growth with organizational priorities.
• Coaching & Culture Building: Create an inclusive, intellectually curious team environment where rigorous thinking is valued and team members are empowered to challenge assumptions, experiment with new methodologies, and grow their craft. Serve as a visible champion of GeneDx values and a model for cross-functional c