Director, Insights and Intelligence

Director, Insights and Intelligence Cencora
• Buffalo, NY, US

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

Under the general direction of the global Vice President of Insights and Intelligence and in partnership with cross-functional internal partners, this hands-on role works primarily on enterprise-wide, Voice of the Customer (VOC) primary market research and related analysis that enables customer-centered growth. Importantly, this role will lead a team market of researchers and data scientists in the end-to-end design and execution of primary market research for internal sponsors and stakeholders.

The Director of Insights and Intelligence will have an advanced degree and be an expert in his/her field and bring advanced research and statistical methodologies to the role. And as a people leader, this role will be expected to demonstrate the best in leadership qualities that reflect Cencoras values and culture. In addition, he/she will adopt the principles of "Active Leading" and "Active Learning" in the execution of his/her core responsibilities.

To live these principles, this role requires significant collaboration with other leaders and peers within the Insights and Intelligence practice, and stakeholders within marketing and shared services. The role also coordinates the work of preferred partner vendors to augment the teams capacity and identifies when an elevated level of expertise is warranted to support project objectives. The Director of Insights and Intelligence will have deep experience in applying best practice research, qualitative and quantitative methodologies, to solve business problems, equipping decision makers with actionable insight that drive business impact.

To fuel research innovation, the Director of Insights and Intelligence will remain current on new and emerging trends in research and how to leverage these trends to uncover deeper market and customer insights. The Director of Insights and Intelligence will be highly curious and have a mastery in creating highly effective, end-to-end research strategies: clear research objectives, data collection, data analyses, data synthesis, data visualization, data storytelling and report writing for a senior executive level audience.

Finally, the Director of Insights and Intelligence will serve as a member of the Insights and Intelligence lead team in shaping team culture and the strategic direction and maturity of the Insights and Intelligence practice.

Primary Duties and Responsibilities:

• Directly lead the customer experience research (CXR) capability center and lead, manage and develop a team of market researchers and decision scientists in helping drive customer centered growth
• Responsible for collaborating with leaders of other capability centers (i.e., BX and CX measurement, UX Research) in creating a team culture that fuels research innovation in solving complex problems for the business
• Responsible for leading or co-leading the planning and execution of the annual, enterprise-wide Healthier Futures Index study (HFI) of relationship health and CX performance of CENCORA commercial and shared service functions
• Reviews research briefs people under his/her direction to ensure research objectives are achieved and consults on the design of surveys and data collection methods are correct to facilitate the right analysis to generate appropriate findings
• Designs effective workflow processes to manage project demand and embeds flexibility to in workflow model that aligns demand with project capacity
• Oversees the programing and tests surveys, including the development of call to action and thank you messages, uploads respondent data, and deploys surveys
• Integrates data from outside sources into Qualtrics and/or Medallia and utilizes available analytical tools (e.g., SPSS) to develop…