Labcorp is a global leader in life sciences, dedicated to enhancing health and well-being. Our mission is to accelerate healthcare advancements, providing innovative diagnostic solutions and fostering a commitment to improving lives.
We are currently seeking an experienced strategic insights professional to join its Market Insights team. The Associate Director, Market and Customer Insights will consult with leaders across the organization to develop programs that answer critical research questions about markets, customers, and competitors.
The Associate Director will be accountable for contributing outside-in insights that will shape marketing, customer engagement and business strategies. This role will focus on two critical areas: customer experience insights and market intelligence.
The ideal candidate has strong curiosity about our customers and business as well as hands-on research and analytical skills to support Labcorp’s leaders. He/she will love the art and science of gathering research and data to better anticipate how markets will move, businesses will grow, and customers’ needs will evolve.
Job Responsibilities
Market Intelligence
Independently lead competitive/market assessment studies, including scoping projects, executing research, generating insights, and presenting findings to stakeholders.
Proactively make connections between insights and identify trends that cut across our businesses and ensure consistent messaging across various communications and programs.
Distill executive-level ready insights from numerous data sets and sources.
Develop new and innovative ways to generate data, monitor, and track our markets.
Support the enterprise competitor intelligence program, including regular updates distributed to C-Suite and other executives.
Oversee day-to-day relations with external research vendors as they execute studies on behalf of our organization.
Customer Experience
Identify key customer trends, issues, and opportunities to assist in formulating strategies that improve customer experience (CX); provide ad hoc information and insights support to key stakeholders.
Analyze quantitative and qualitative data from customer feedback methods to identify trends in customer pain points and potential root causes.
Effectively use visuals/infographics to tell the data story; support the design and implementation of new feedback management solutions, including reporting dashboards.
Study, analyze, and report on customer feedback relative to experiences, products, and services.
Explore and recommend what other data should be tracked to establish actionable customer experience (CX) metrics representing what matters most to our customers.
Stakeholder Management
Build information-sharing networks and leverage primary research capabilities to gain insights from key partners.
Collaborate with senior leadership to set objectives, support prioritization of strategic initiatives in current and new markets, and recommend strategy revisions.
Support executive and business segment leaders’ strategic planning events, including offsites, workshops, competitive simulations/war games, etc.
Experience
Key Competencies:
Analytical skills that can generate insight.
Data visualization and storytelling capabilities
Ability to present insights at a leadership level.
Ability to work cross-functionally across the business.
Ability to cohesively manage multiple different content areas.
Ability to set priorities and own multiple projects concurrently.
Ability to work independently and demonstrate thought leadership.
Demonstrated Initiative, detail-oriented and highly organized.
Demonstrated problem-solving abilities.
Required Experience/Skills:
10+ years of work experience in a business research capacity (e.g., customer feedback, NPS program, market research).
Experience in one of the following is a plus: healthcare, payor, pharmaceutical, diagnostics, medical device, or drug development industry.
Research collection and design experience (i.e., survey, interview).
Understanding of business operations and how customer data serves as the engine for various cross-functional business decisions.
Excellent presentation and communication skills, both written and verbal.
Advanced Microsoft Office skills (Excel, PowerPoint, SharePoint).
Experience with other analytics and visualization tools (e.g., Tableau).
Strong record of team collaboration in a matrixed environment.
Preferred:
Advanced degree in a business- or marketing-specific program.
Direct experience with primary and secondary market research, market sizing, forecasting, and competitive intelligence.
Understanding of key industry databases (e.g., UpToDate, clinicaltrials.gov, Informa suite, Definitive Health).
Experience with Salesforce, Qualtrics, Medallia, or other key marketing and insights tools.
Application window open until: 3/22/2024
Pay Range: $115-140k
Benefits: All job offers will be based on a candidate’s skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. Regular, full-time or part-time employees working 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(K), ESPP, Paid time off (PTO) or Flexible time off (FTO), Commissions, and Company bonus where applicable. For more detailed information, please click here.
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Labcorp is proud to be an Equal Opportunity Employer:
As an EOE/AA employer, Labcorp strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply.
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Durham, North Carolina
Full Time, Part Time