Senior Customer Experience Researcher

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Job Details

Cencora is shaping the future of healthcare by providing solutions that enable better access to medical care. We are looking for a passionate, and innovative Senior Customer User Experience (CX) Researcher to join our growing Intelligence & Insights Practice.

We're seeking a highly collaborative, thoughtful, and creative mixed methods, senior-level researcher to define and conduct end-to-end research, identify key insights, and drive business strategy. This role will report to the Director of Research & Insights and work closely with the members of the Research & Insights team. In this role, you will focus on developing a deep understanding our customers and delivering insights across the global enterprise.

This role will provide the unique opportunity to help guide product and business strategy for a Fortune 10 company. This environment calls for someone who is an advocate of best practices in research design and execution, with the ability to collaborate and build strong relationships across the organization. 

This role is remote. If you are located close to Cencora’s Headquarters in Conshohocken, PA there may be an opportunity to work on-site periodically, if desired. 

About You

• You are a curious and customer-focused researcher with experience conducting both qualitative and quantitative research to solve complex business challenges. You bring strong analytical thinking, sound research design skills, and a passion for uncovering insights that help organizations better understand and serve their customers.

• You enjoy partnering with cross-functional stakeholders, translating ambiguous questions into actionable research, and communicating findings in a clear and compelling way. Equally comfortable digging into data and presenting recommendations to leadership, you can connect customer insights to business outcomes and help drive evidence-based decision-making.

• Most importantly, you are a collaborative team player who values relationship building, embraces continuous learning, and is excited to make a meaningful impact by bringing the voice of the customer into strategic conversations.

Responsibilities

• Partner with CX Leads and stakeholders to identify business challenges, solidify research objectives, develop actionable research plans.

• Translate ambiguous business questions into rigorous research approaches and measurable learning objectives.

• Design and execute qualitative and quantitative research studies, including interviews, surveys, focus groups, journey mapping, etc.

• Apply appropriate methodologies and best practices to ensure reliable, unbiased, and actionable results.

• Manage research projects from scoping through final recommendations

• Conduct statistical analysis to extract key insights from data and communicate findings in ways accessible to technical and non-technical audiences.

• Build strong relationships with leaders across product, business, and marketing.

• Serve as a trusted partner on customer experience research needs, research methodology, and evidence-based decision making.

• Facilitate internal workshops and discussions that align teams around customer-centered approaches.

• Develop compelling reports and executive-level narratives that communicate findings clearly.

• Tailor communications to diverse audiences, with the level of detail needed for that audience.

• Advocate for customer perspectives while balancing business objectives and organizational constraints.

• Communicate clear next steps and actionable recommendations for the business, product teams, and marketing.

• Identify patterns, themes, opportunities, and risks that may go beyond the raw data.

• Connect customer insights to broader business strategy, operational priorities, and customer experience outcomes.

Education and Work Experience

• Bachelor’s degree in Human-Computer Interaction (HCI), Statistics, Psychology, or a related field, or equivalent practical experience.

• 5+ years of experience in an applied research setting, or similar.

• Experience with research and analytics tools such as Qualtrics, Medallia, FullStory, GlassBox, SPSS, SQL, or similar platforms.

• Strong analytical and synthesis skills, including the ability to integrate multiple sources of information.

Skills and Knowledge

• Deep experience designing and executing qualitative and quantitative research for complex business challenges.

• Strong strategic research skills with the ability to develop research plans and translate ambiguous questions into actionable insights.

• Analytical and creative problem-solver with the ability to balance detailed investigation with strategic, customer-centered thinking.

• Strong presence and ability to influence leaders and stakeholders across product, business, and marketing functions.

• Excellent written, verbal, presentation, and storytelling skills, with the ability to tailor insights for diverse audiences.

• Strong prioritization skills and the ability to adapt quickly in a fast-paced, evolving environment.

• Experience designing surveys, discussion guides, interview protocols, and research frameworks.

• Flexible and adaptable, with a continuous improvement mindset toward research practices, tools, and approaches.

• Portfolio demonstrating customer research work, methodologies, and business impact.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Salary Range*

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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