Overall Position Purpose

The Market and Customer Experience Research Program Manager position exists to enhance customer satisfaction and support strategic directions by leading comprehensive market research initiatives and gathering actionable insights into customer experiences. Utilizing advanced research methodologies and technology, this position plays a pivotal role in shaping the organizations understanding of market trends, competitive dynamics, and customer preferences. By translating research findings into actionable recommendations, this role aims to optimize customer satisfaction, retention, and overall business performance, contributing to the long-term success and growth. The Market and Customer Experience Research Program Manager will promote and support the Inteleos culture of inclusivity.

Core Responsibilities

• Develop and execute comprehensive market research strategies to identify market trends, competitive landscape, and customer segments;
• Design and implement qualitative and quantitative research studies to gather insights into customer experiences, satisfaction levels, and loyalty drivers;
• Utilize various research methodologies, including surveys, focus groups, interviews, and data analytics, to collect and analyze data effectively;
• Collaborate with cross-functional teams, including marketing, product development, and business development, to integrate research findings into business strategies and initiatives;
• Lead the evaluation and selection of research tools and technologies, with a specific focus on Qualtrics or similar platforms, to enhance research capabilities;
• Stay current with industry trends, best practices, and emerging technologies in market research and customer experience management;
• Translate research findings into actionable recommendations and insights to improve customer satisfaction, retention, and overall business performance;
• Present research findings, reports, and recommendations to key stakeholders and senior management in a clear, concise, and compelling manner; 
• Monitor and track key performance indicators (KPIs) related to customer experience and satisfaction to assess the impact of implemented research recommendations;
• Ensure data integrity and compliance with relevant privacy laws and company policies in all research activities, including the handling of customer data;
• Oversee the end-to-end management of research projects, ensuring timely execution, resource coordination, and alignment with business objectives; and
• Other duties as assigned.

Inteleos Attributes

• Accountable – taking ownership of your work and delivers results. Being responsible for your actions.
• Collegial – being helpful, respectful, approachable, and team oriented. Building strong working relationships and a positive work environment. Consider the thoughts and opinions of others.  
• Ethical/Integrity– employee is honest and trustworthy when working with colleagues, volunteers, and other stakeholders. Lead by example.
• Committed to:
• Creating the global standard of excellence in healthcare and patient safety.
• Excellence – Strive to excel in everything you do.
• Quality – Taking the initiative, extra time, care, and vigilance to get the job done right.
• Continuous Learning
• Have a Positive “Can-do” Attitude-being ready, available and willing to get the job done and done well.  

Supervisory Environment

• Works under executive guidance, with considerable latitude in determining work objectives.
• Makes decisions of considerable complexity on business or technical matters, often in ambiguous contexts. Decisions have medium and long-term impact on a significant organizational function and frequently impact the organization. 
• Incumbent generally has no formal supervisory responsibility, though they may provide regular work direction to other employees and volunteers.

Work Environment

The incumbent will work at a desk in an office environment or an approved remote location. This position may require evening and weekend hours, as well as occasional travel. There are minimal requirements to lift or move equipment.

Required Education/Experience

• Bachelor’s Degree or Certification in Market Research, Marketing, or equivalent experience in related field; 
• Minimum of five years of experience in market research or customer experience management; and
• Proven experience in designing and implementing research studies, analyzing data, and synthesizing insights to inform business decisions.

Required Qualifications/ Skills

• Strong proficiency in research tools and technologies, such as Qualtrics, SPSS, or similar platforms, with a focus on survey design, data collection, and analysis;
• Demonstrated expertise in both qualitative and quantitative research methodologies;
• Excellent analytical skills with the ability to interpret complex data sets and translate findings into actionable recommendations;
• Exceptional communication and presentation skills, with the ability to effectively convey research findings to diverse audiences;
• Demonstrated leadership and team management skills, with the ability to motivate, mentor, and develop team members;
• Highly organized with the ability to manage multiple projects simultaneously and meet tight deadlines; 
• Experience in project management specific to research projects, ensuring timelines, budgets, and objectives are met; 
• Proficiency in data visualization tools such as Tableau, Power BI, or similar platforms to effectively present data insights; 
• Knowledge of data privacy regulations (e.g., GDPR, CCPA) and ethical considerations in research; 
• Adaptability and flexibility in responding to changing business needs, customer behaviors, and market conditions; 
• Proven ability to work effectively with diverse teams and stakeholders, demonstrating cultural awareness and sensitivity in research practices and customer interactions; 
• Experience navigating cultural dissonance and integrating diverse perspectives into research findings, ensuring insights are inclusive and representative of various customer backgrounds; and
• Strategic thinking and problem-solving abilities, with a results-oriented mindset and a focus on driving continuous improvement.