Full-Time Principal Experience Researcher

Principal Experience Researcher is a key member of the Experience Design and Research (XDR) team at Aledade, supporting our Customer Insights group. The multidisciplinary XDR team helps primary care practices improve patient health outcomes via technology. We ensure Aledade products and services consider the needs of clinicians, staff, Aledade teams, and patients.

As a Principal Experience Researcher, you will be a subject matter expert and thought leader in customer research.

Primary Duties:

1. Lead Aledade's Voice of the Customer (VoC) program, developing a strategy to capture feedback across all touchpoints, continually improving the program's effectiveness and impact.
2. Implement and refine a text analysis framework in Qualtrics to analyze product feedback.
3. Develop and deliver regular reports on VoC program performance, assessing impact on customer satisfaction and product improvement.
4. Collaborate with product teams to create action plans based on feedback, ensuring timely and effective responses.
5. Build strong relationships with stakeholders to translate feedback into product improvements.
6. Optimize and expand quantitative and qualitative feedback channels.
7. Oversee the development of a comprehensive VoC scorecard, ensuring stakeholder buy-in on key metrics and driving widespread adoption.

Advanced Customer Research/Analytics & Research Operations:

1. Design and conduct qualitative and quantitative research studies (ethnographic research, focus groups, usability testing, surveys) using innovative methodologies.
2. Analyze data from surveys, product usage, market trends, and internal databases using advanced analytical techniques and statistical modeling (e.g., SQL, R, Python) to identify insights, trends, and opportunities.
3. Oversee all research operations, including customer panel management, participant recruitment, data management, and ethical considerations.

Collaboration and Communication:

1. Partner with designers, researchers, product managers, and cross-functional teams to translate customer insights into action.
2. Communicate research findings effectively to diverse audiences through presentations, reports, and visualizations.
3. Serve as a trusted advisor and thought leader on customer research.
4. Identify emerging trends and opportunities in the healthcare landscape to inform product strategy.

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