Director, Customer Experience, Insights & Analytics
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Lead customer experience measurement, drive customer-first strategy, and deliver actionable insights for Labcorp as a Director, Customer Experience Insights & Analytics. You will shape business decisions and embed customer feedback into organizational improvement, reporting to the VP of Global Insights.
Responsibilities
- Champion customer experience at the executive level, building credibility as a trusted advisor through strategic storytelling and thought leadership
- Lead enterprise-wide Net Promoter Score (NPS) program, collaborating across business units on survey design, deployment, analytics, and governance
- Evolve the NPS program by fostering best-in class AI-enabled capabilities to enhance predictive insights, automation and reporting
- Develop comprehensive multi-channel feedback strategy (relationship, transactional, journey-based) incorporating active and passive listening posts
- Lead the translation of customer insights (qualitative and quantitative) into strategic imperatives, guiding executive decision-making and business transformation
- Serve as Qualtrics platform leader, managing advanced survey builds, dashboards, workflows, automations, and integrations
- Oversee vendor relationships ensuring compliance with healthcare and B2B standards
- Identify customer trends, issues, and opportunities to inform CX strategy
- Measure success of customer improvement programs; analyze feedback to identify pain points and root causes
- Build and lead high-performing team of analysts and program managers
Requirements
- 10+ years managing complex NPS programs; 5+ years in leadership
- Expert-level Qualtrics proficiency (survey logic, workflows, dashboards, API integrations)
- Proven experience leading CX programs in Fortune 500 or similarly complex enterprise environments
- Deep understanding of healthcare and B2B customer dynamics with multi-stakeholder experience
- Advanced analytical and data visualization skills (Tableau, Power BI)
- Exceptional communication, project management, and stakeholder engagement abilities
- Demonstrated ability to deliver insights that influence executive decision-making
- Understanding of business operations and how customer data serves as the engine for various cross-functional business decisions
- Proficiency in Microsoft Office and CX analytics tools
Qualifications
- 10+ years managing complex NPS programs; 5+ years in leadership
Nice to Have
- Advanced degree in business, analytics, or marketing
- Experience in pharmaceuticals, diagnostics, life sciences, or drug development
- Familiarity with text analytics, AI, journey analytics, and CRM integrations (Salesforce)
- Program management experience with governance frameworks
- Background in primary/secondary research, market sizing, and competitive intelligence
Skills
* Required skills
Benefits
About Labcorp
PAML, a Labcorp company, helps people live happy and healthy lives by providing vital information that helps clients and patients understand their health.