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JOB SUMMARY 

Baylor Scott & White Health?s Customer Experience Office is seeking a strategic, insight-driven Senior Researcher to join our Customer Research and Testing team. This senior-level role is ideal for a mixed-methods researcher with a background in customer experience, business, marketing or competitive insights who thrives in translating data into action and shaping enterprise-wide decisions.

You will be responsible for leading and supporting analysis to develop a comprehensive understanding of BSWH?s position within the healthcare market and beyond to inform cross-function strategic decisions. Using various data sources and techniques to research trends focused on patients, physicians, and system-wide topics, driving strategic analysis that aligns with organizational goals. Your work will elevate the voice of our customers, uncover opportunities for service innovation, and inform future trends in experience improvements.

This role will collaborate across business domains to ensure insights are actionable and embedded into CX strategy, governance, and communication efforts. This is a high-impact opportunity to influence how we engage and serve our patients and customers.

• Hybrid role for candidates within the DFW area.

Essential Responsibilities

Strategy & Execution

• Lead research and insights analysis for strategic initiatives aligned with enterprise goals.
• Share synthesized industry insights with key stakeholders.

• Execute complex studies, use advanced methods, and communicate findings to diverse stakeholders

• Translate research findings into operational and strategic recommendations.
• Support proactive programs that drive business impact, not just reactive activity.
• Identify use cases, strategic tools to inform CX strategy, measurement, and annual planning.
• Deliver executive-level recommendations with clarity and strategic relevance.
• Manage multiple priorities and lead projects from concept to delivery.
• Support extension of segmentation programming to key stakeholders
• Lead market landscape and driver analysis studies.

Integration & Stakeholder Management

• Collaborate with cross-functional teams and co-design inclusive studies.
• Partner with cross-functional teams to align research outcomes with business goals.
• Facilitate workshops, meetings, and updates to communicate progress and insights.

Insight Generation

• Analyze customer feedback and data to generate actionable insights.
• Conduct secondary research to identify market trends and strategic opportunities.
• Surface customer experience performance metrics, sentiment themes and emerging issues to inform CX strategy.
• Present findings through compelling storytelling in sprint reviews and leadership forums.
• Navigate ambiguity and bring structure to undefined challenges.
• Develop research case studies and business scenarios to support decision-making.
• Identify, synthesize, and share insights from industry communities of practice through multiple channels to inform strategy and decision-making.

Sample Deliverables

Ü  Market Insights Reports, Briefs and Executive Updates

Ü  Mixed Methods Research Readouts for Enterprise-Level Strategic Initiatives

Ü  Healthcare and Adjacent Industry Trends and Innovation Reports

Ü  Segmentation Next Generation of programming support

Ü  Evolving Technologies and Customer Expectations Landscape

Ü  Strategic Foresight and Opportunity Signals Mapping

Ü  State of the Industry Analysis

Key Success Factors

Strategic Vision and Execution: Ability to build and maintain strong relationships with key stakeholders across the organization, ensuring alignment with CX initiatives with 2.0 Strategy and business goals.

Insights Translation: Translate complex market and competitive insights into clear, data-driven stories that influence executive decisions and highlight what matters most for customer and business impact.

Change Management: Proficiency in guiding teams towards future success scenarios and assisting in a roadmap for potential organizational change, including guiding teams through transitions, communicating effectively. 

Analytical Expertise: Strong ability to conduct accurate and reliable analysis within mixed methods approaches, ability to accurately analyze market insights, ability to identify key trends and insights, and translate into actionable recommendations for improvements.

Stakeholder Engagement and Management: Ability to build and maintain strong relationships across the organization, ensuring alignment of specific studies and business goals. 

Cross-Functional Collaboration: Effectiveness in working with various departments and research teams to integrate study findings into broader business strategies and operational practices. 

Qualifications

• Bachelor?s degree in Customer Insights, Market Research, Healthcare Innovation, or related field.
• 5+ years of experience in customer experience, business insights, market research, strategic planning, or healthcare consulting.
• Skills in in-depth interviews, concept testing, research facilitation, and usability testing.
• Experience in behavioral segmentation and/or competitive intelligence and trend analysis.
• Familiarity with research platforms such as User Testing, DScout, Great Question, Alida
• +Familiarity with CX Platforms like Qualtrics, Medallia, or Press Ganey.
• + Familiarity with program management tools like Monday
• +Background in hospital system strategy, healthcare market research, or health tech product strategy.

BENEFITS

Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level

 

About Baylor Scott & White Health

Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!

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