Senior Experience Researcher (Customer Insights), Remote



Customer Service
Bethesda, MD, USA
Posted on Tuesday, April 23, 2024
Aledade is seeking a passionate and creative Senior Experience Researcher, Customer Insights to join our growing Customer Insights team. In this pivotal role, you'll play a key role in shaping the future of Aledade by providing deep customer understanding and actionable insights to guide strategic decision-making. The role requires the Senior Experience Researcher - Customer insights to support Aledade's VOC (Voice of the customer) program along with customer research initiatives, partnering with various teams to translate insights into actionable strategies, and effectively communicating findings to stakeholders. This role requires a passion for understanding customer needs, strong research and quantitative methodologies, and the ability to translate complex information into clear and impactful communication.
We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home within the US or from our offices in Durham, NC; New York, NY; Austin, TX; or Bethesda, MD.

Primary Duties:

  • Support the Voice of the Customer (VOC) Program by crafting surveys, building reports & dashboards in Qualtrics, and managing distribution lists to capture valuable customer feedback.
  • Leverage analytical expertise to uncover insights by utilizing strong analytical and quantitative methodologies to extract meaningful insights from customer data (surveys, interviews, feedback forms, etc.). Employ statistical analysis techniques (descriptive, inferential, multivariate) to identify trends, patterns, and correlations within the data.
  • Conduct advanced data manipulation and analysis using SQL and data analysis platforms (R, Python, JMP, JASP). Apply a critical eye to identify key drivers and root causes of customer behavior and sentiment.
  • Communicate with Impact by turning complex research findings into compelling stories, reports and presentations that resonate with stakeholders.
  • Support or Lead Customer Research Initiatives, from identifying stakeholders and defining scope to managing the process and delivering impactful results.

Minimum Qualifications:

  • Passionate and analytical researcher with 6+ years of experience in customer insights, market research, or a related field.
  • Possess a Bachelor's degree (or equivalent experience) in Marketing, Business Analytics, Statistics, or a related field (Master's degree a plus!).
  • Expert in both qualitative and quantitative research methodologies, with a keen interest in exploring emerging approaches.
  • Highly analytical and process-driven thinker with a strong foundation in statistical analysis (descriptive, inferential, multivariate).
  • Master communicator with exceptional storytelling skills. You can clearly articulate complex concepts and tailor your message to diverse audiences.
  • Experienced in combining data from various sources (e.g., surveys, interviews, CRM systems) for comprehensive data analysis.
  • Proficient in SQL for data extraction and comfortable utilizing data analysis platforms (R, Python, JMP, JASP).A skilled project manager with the ability to handle multiple projects simultaneously and meet deadlines effectively.

Preferred Knowledge, Skills, and/or Abilities:

  • Proficiency in advanced Qualtrics functionalities, including skip logic, piping, and custom question types.
  • Expertise in advanced qualitative research methodologies, such as ethnography and focus group moderation.
  • Data visualization expertise using tools like Tableau or Power BI.
  • Prior research experience specific to Accountable Care Organizations (ACOs) and Value-Based Care (VBC) models.
  • Experience presenting research findings to stakeholders or larger groups.
  • Demonstrated experience collaborating with the Business Intelligence (BI) team to translate customer insights into actionable data visualizations and reports.
  • Demonstrated expertise in advanced quantitative research methods and question formation.
  • Strong technical proficiency in data manipulation, analysis, and reporting tools.
  • In-depth understanding of research methodologies, including their strengths, weaknesses, and optimal application throughout various product development phases.
  • Business Acumen understands how customer insights translate into business decisions.

Physical Requirements:

  • Must be able to work at a computer for prolonged periods of time.
Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of payers, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives, and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
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 2 Paid Volunteer Days & 11 paid holidays
12 weeks paid Parental Leave for all new parents
6 weeks paid sabbatical after 6 years of service
Educational Assistant Program & Clinical Employee Reimbursement Program
401(K) with up to 4% match
Stock options
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop, and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance, and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.
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