Principal Experience Researcher (Customer Insights), Remote

The Principal Experience Researcher is a key member of the Experience Design and Research (XDR) team at Aledade, supporting our Customer Insights group. Our multidisciplinary XDR team accelerates the ability of primary care practices to improve health outcomes for their patients by equipping them with thoughtfully crafted technology. We ensure that the design of Aledade products & services consider the needs of clinicians, practice staff, internal Aledade teams, and patients, fitting within their existing environments and workflows. 

As a Principal Experience Researcher, you will play a critical role serving as a subject matter expert and thought leader in customer research. You will drive our Voice of the Customer (VoC) Program and lead strategic research initiatives. You will leverage your deep understanding of research methodologies, advanced analytical skills, and exceptional communication abilities to uncover actionable insights that shape the future of Aledade's products and services. You will be a key innovator in the customer insights space, proactively identifying emerging trends and developing cutting-edge research approaches to ensure Aledade remains at the forefront of customer understanding.

Primary Duties:

• 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.
• Advanced Customer Research/Analytics & Research Operations:
• 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. 
• Collaboration and Communication:
• 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.

Minimum Qualifications:

• 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).

Preferred Knowledge, Skills and/or Abilities:

• 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. 

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 health plans, 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)

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

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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.