Principal Experience Researcher

Summary

Join Aledade's Experience Design and Research team as a Principal Experience Researcher, leading the Voice of the Customer program and spearheading strategic research initiatives. You will leverage advanced analytical skills and communication abilities to shape Aledade's products and services. This role requires expertise in various research methodologies and data analysis techniques. You will collaborate with cross-functional teams and communicate findings effectively. The position demands a strong understanding of customer research and a proven track record of leading impactful business decisions. Aledade offers a comprehensive benefits package including flexible work schedules, health insurance, paid time off, parental leave, and more.

Requirements

• Experienced customer insights and market research leader with 10+ years of experience driving impactful business decisions through complex research initiatives
• Deep expertise in a broad spectrum of research methodologies, including experimental design, advanced survey development, rigorous statistical analysis, and ethnographic research with the ability to design complex data analysis plans to address research questions
• Proven ability to lead and develop Voice of Customer (VoC) programs to enhance customer experience
• Expert knowledge of Qualtrics to use within customer experience programs to gather and analyze customer feedback including text analysis
• Proficient in conducting advanced data analysis, utilizing SQL for data extraction and manipulation and using R or Python for sophisticated statistical modeling (regression, clustering), hypothesis testing, and predictive analytics/machine learning
• Demonstrates strong knowledge of statistical concepts (significance testing, confidence intervals, power analysis)
• Effectively translates complex data into actionable insights through compelling data visualizations (Tableau, Power BI)

Responsibilities

• Lead Aledade Voice of the Customer (VoC) program
• Develop an ongoing VoC strategy to capture customer feedback across all touchpoints and continuously iterate on the program to maximize its effectiveness and impact
• Implementing and refining a text analysis framework in Qualtrics to efficiently analyze product feedback from customers
• Develop and deliver regular reports on VoC program performance, assessing the program's impact on customer satisfaction and product improvement
• Collaborate with product teams to create action plans based on customer feedback, ensuring timely and effective responses
• Build strong relationships with key stakeholders to facilitate the translation of customer feedback into product improvements
• Optimize and expand quantitative and qualitative feedback channels to capture breadth and depth of customer feedback
• Oversee the development of a comprehensive Voice of the Customer (VoC) scorecard, ensuring stakeholder buy-in on key metrics and effectively to drive widespread adoption across the organization
• Design and conduct a wide range of qualitative and quantitative research studies, including ethnographic research, focus groups, usability testing, and surveys, employing innovative methodologies to address unique challenges in the healthcare space
• Analyze and interpret data from various sources, including surveys, product usage, market trends, and internal databases, using advanced analytical techniques and statistical modeling (e.g., SQL, R, Python) to identify key insights, trends, and opportunities (e.g., satisfaction drivers, churn predictors)
• Oversee all aspects of research operations in close collaboration with more junior researchers, including customer panel management, participant recruitment, data management, ethical considerations, ensuring efficient and effective execution of research initiatives
• Partner closely with designers, peer researchers, product managers and cross-functional teams, to translate customer insights into action
• Communicate research findings effectively to diverse audiences through compelling presentations, reports, and data visualizations
• Serve as a trusted advisor and thought leader on customer research methodologies and best practices
• Identify emerging trends and opportunities in the healthcare landscape to inform product strategy

Preferred Qualifications

• Master's degree (or higher) in a quantitative field (e.g., Market Research, Statistics, Data Science)
• Experience in the healthcare industry, particularly with Accountable Care Organizations (ACOs) and Value-Based Care (VBC) models
• Strong strategic thinking and planning skills, with the ability to align research with business objectives
• Experience with SAAS product Insights
• Expertise in Tableau, or Power BI
• Familiarity with research management tools like PanelFox and Dscout

Benefits

• Flexible work schedules and the ability to work remotely are available for many roles
• Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
• Robust time-off plan (21 days of PTO in your first year)
• Two paid volunteer days and 11 paid holidays
• 12 weeks paid parental leave for all new parents
• Six weeks paid sabbatical after six years of service
• Educational Assistant Program and Clinical Employee Reimbursement Program
• 401(k) with up to 4% match
• Stock options