Director, CX Research

Role responsibilities

• Lead, develop, and direct the CX Research capability; build and mentor a high-performing team and foster an evidence-based culture.
• Hands-on: design, execute, and analyze qualitative research (interviews, usability testing, contextual inquiry, concept testing, experiments) and apply quantitative/statistical analysis to behavioral/telemetry data.
• Mine and analyze telemetry/behavioral usage data (product usage, clickstream, in-app interactions) with qualitative evidence to understand colleague behavior.
• Operationalize AI-enabled research methods and continuous feedback loops (automated workflows, persona-based insight extraction, synthetic data as appropriate) with rigor, quality, and ethical standards.
• Evaluate/pilot emerging AI research tools; run quick tests and define metrics tracking AI adoption and impact on productivity and insight quality.
• Define and own enterprise measurement strategy for AI/solution adoption.
• Partner cross-functionally to prioritize and resource investment opportunity areas across colleague experience.
• Collaborate with data/analytics teams to advance understanding of needs and behaviors to improve CX and anticipate needs.
• Translate research trends and end-to-end CX methodologies into actionable recommendations.

Qualifications

Basic:

• - Bachelor’s in a research/human-centered field.
• - 8+ years UX/behavioral research.
• - 2+ years leading/managing researchers.
• - Experience designing/executing qualitative and quantitative research.

Preferred:

• - Advanced degree; 10+ years research (life science/healthcare/regulated industry).
• - 5+ years leadership.
• - Deep UX methods plus statistics for experimentation.
• - Experience with AI-driven research tools/continuous discovery/synthetic data/personas.
• - Telemetry/behavioral analytics experience.
• - Hands-on practitioner using Python/R and research/stat tools.

Leadership:

• - Influence peers, coach others, oversee colleagues’ work; remain hands-on in research and experimentation.

Non-standard work schedule/travel:

• - Minimal travel required.

Benefits/compensation (explicit)

• Base salary range: $176,600–$294,300 (U.S.)
• bonus target 20% of base
• eligible for long-term incentive
• 401(k) match and additional retirement contribution
• paid vacation/holidays/personal days
• caregiver/parental and medical leave
• health benefits (medical, prescription, dental, vision).