CX Research & Measurement Lead

JOB SUMMARY

The CX Research & Measurement Lead owns Baylor Genetics’ enterprise customer experience research and measurement strategy across the patient and provider journeys and all three CX value streams. This role establishes the roadmap, standards and governance for Voice of Customer, customer insights and experience measurement programs; conducts customer and competitive research; and synthesizes customer, operational, market and competitive intelligence to inform executive decisions, journey priorities and investment choices. The Lead serves as the organization’s subject matter expert for customer research and customer experience measurement and presents insights and recommendations to executive leadership and governance forums. This is an individual contributor leadership role with no direct reports, so research rigor, business judgment, executive communication and enterprise influence are essential.

FUNCTION SCOPE

This role owns CX research and measurement standards across the patient and provider journeys and the Engage & Initiate, Order to Result and Post-Test Support & Billing value streams. The scope includes qualitative and quantitative customer research, competitive research and benchmarking, Voice of Customer program design, survey governance, journey metrics and baselines, metric definitions, customer feedback and operational-data synthesis, insight reporting and business requirements for dashboards. Advanced statistical analysis, data engineering, system administration and functional business decisions remain with the appropriate partner teams.

KEY RESPONSIBILITIES

• Own the enterprise customer experience research and measurement strategy across Baylor Genetics, including the patient and provider journeys and all three CX value streams.
• Establish and maintain the roadmap for Voice of Customer, customer insights and experience measurement programs, and prioritize research and measurement investments based on strategic need, customer impact, risk and available capacity.
• Serve as the organization’s subject matter expert for customer research and customer experience measurement; establish enterprise standards and governance for research intake, listening methods, sampling, instrument design, analysis, documentation and interpretation.
• Establish closed-loop Voice of Customer practices that connect customer feedback to accountable business owners, follow-up actions and measurable outcomes.
• Build customer experience research and measurement capability across Baylor Genetics by developing practical standards, playbooks and guidance that help teams apply consistent methods.
• Design and conduct rigorous qualitative and quantitative research using methods appropriate to the customer question, decision need and available evidence.
• Lead competitive research and benchmarking to understand how healthcare, diagnostic and customer experience organizations address similar journey needs, verify source quality and translate relevant findings into implications for Baylor Genetics.
• Synthesize customer research, Voice of Customer feedback, complaints, digital signals, operational data, market intelligence and competitive findings to identify needs, friction, emerging risks and opportunities.
• Define and govern enterprise CX measurement standards for NPS, CSAT, CES and other journey measures, including question wording, scales, timing, denominators, baselines, targets and interpretation guidance.
• Partner with Journey Directors and Customer Experience Managers to establish journey and value-stream success measures, connect customer experience measures with operational and business outcomes, provide evidence that informs CX opportunity prioritization, and evaluate whether improvements are achieving their intended results.
• Define business requirements for CX dashboards, reporting and data integration in partnership with Technology, data and functional teams; advanced statistical analysis and data engineering remain with the appropriate specialist teams.
• Present insights, implications and recommendations to executive leadership and governance forums and influence customer experience, operational and investment decisions through clear, evidence-based storytelling.
• Coordinate research partners, vendors, workplans, budgets and deliverables, ensuring methods and outputs meet Baylor Genetics standards and applicable privacy, compliance, legal and data-governance requirements.
• Perform other job-related duties as assigned and follow Baylor Genetics policies, procedures and applicable regulatory requirements.

QUALIFICATIONS

Education

• Bachelor's degree or equivalent relevant experience in customer experience, market research, analytics, business, marketing, social sciences, healthcare administration or a related field.

Experience and Skills

• Eight or more years of experience in customer insights, Voice of Customer, customer experience measurement, market research, analytics or a related discipline.
• Demonstrated experience designing, launching or scaling enterprise Voice of Customer, NPS or other customer-listening programs across multiple functions or business units, including ownership of the strategy, roadmap and governance model.
• Experience leading enterprise-wide initiatives and influencing senior executives, governance forums and cross-functional investment or prioritization decisions.
• Deep experience designing qualitative and quantitative research, developing surveys and discussion guides, selecting appropriate methods and documenting analysis approaches.
• Demonstrated ability to synthesize customer, operational, market and competitive intelligence, distinguish findings from hypotheses and translate evidence into clear business recommendations.
• Experience translating customer insights and experience measures into operational improvements, product or technology decisions and business recommendations.
• Experience driving adoption of common customer experience practices, research methods or measurement standards across a complex organization.
• Strong knowledge of NPS, CSAT, CES, survey design, journey measurement, metric governance, benchmarking and customer-insight reporting.
• Executive-level written, verbal and presentation skills, with the ability to communicate complex findings, implications, tradeoffs and evidence limitations clearly.
• Demonstrated ability to lead multiple research and measurement priorities, vendors and investments while maintaining consistent methods, documentation, quality and compliance standards.

Preferred Qualifications

• Experience with healthcare, diagnostic or laboratory workflows and the related patient or provider experience.
• Experience with survey or research platforms, dashboard and reporting tools, and customer-feedback or digital-experience data.
• Experience partnering with Technology, analytics or data teams to define dashboard, reporting and data-integration requirements.
• Experience conducting customer research or measurement across diverse customer segments, markets, cultures or languages.
• Relevant professional certification in customer experience, market research, analytics or project/program management.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Frequently required to sit.
• Frequently required to stand.
• Frequently required to utilize hand and finger dexterity.
• Frequently required to talk or hear.
• Frequently required to utilize visual acuity to operate equipment, read technical information and/or use a keyboard.
• Standard remote or office work environment with prolonged periods of computer and video-conference work.

EEO STATEMENT

Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.