Customer Insights Manager, US

Location: United States (Remote)

About the role

The next breakthrough in healthcare starts with understanding unmet needs. We are looking for a Customer Insights Manager to join Mölnlycke's New Solution Innovation team and play a pivotal role in uncovering the insights that will shape the future of wound care, prevention, and healthcare solutions. This is not a traditional market research role. We seek an experienced Customer Insights professional passionate about understanding how care is delivered and identifying opportunities to improve it.

Working directly with clinicians, healthcare providers, and decision-makers, you will uncover unmet needs, translate insights into innovation opportunities, and help shape the future of Mölnlycke's product, solution, and service portfolio. This is a highly visible role with significant exposure to senior leaders and a direct impact on our innovation strategy.

As Customer Insights Manager, you will lead customer insight generation and unmet need discovery across the US healthcare ecosystem. As part of the New Solution Innovation (NSI) team, you will work closely with Marketing, Clinical, Medical, Human Factors, and R&D colleagues to identify emerging opportunities and inform future investment decisions.

Responsibilities

• Lead customer insight and unmet need discovery initiatives across US healthcare settings.
• Conduct ethnographic research, contextual inquiries, observational studies, and customer immersion activities in clinical environments.
• Build and maintain relationships with clinicians, healthcare providers, healthcare systems, procurement leaders, administrators, and key opinion leaders.
• Identify, validate, and prioritize unmet needs and translate them into innovation opportunities.
• Develop user personas, journey maps, workflow analyses, and insight frameworks to guide concept development.
• Collaborate closely with Marketing, Clinical, and R&D stakeholders to shape future products, solutions, and service offerings.
• Lead concept validation and usability-related activities to ensure solutions meet real customer needs.
• Bring evidence-based customer and workflow insights into innovation portfolio and investment decisions.
• Contribute to the development of customer insight methodologies, tools, and best practices within NSI.

Requirements

• Bachelor's or Master's degree in Human Factors, Design Research, Biomedical Engineering, Customer Insights, Innovation, Healthcare Research, or a related field.
• 7–10+ years of experience in Customer Insights, Design Research, Human Factors, Usability Engineering, Innovation Research, or a related discipline within MedTech or healthcare.
• Expertise in ethnographic, observational, and contextual research methods, with a track record of uncovering unmet needs and translating insights into innovation opportunities.
• Strong understanding of US healthcare systems, clinical workflows, and care delivery models.
• Proven ability to build and leverage healthcare networks and engage senior stakeholders.
• Excellent communication, facilitation, and influencing skills, with the ability to synthesize complex qualitative and quantitative insights into actionable recommendations.

Preferred Qualifications

• Wound care experience.
• Experience with digital health, connected health solutions, healthcare technology platforms, or EHR-enabled workflows.
• Human Factors expertise or certification.
• Experience in healthcare innovation consulting, strategic innovation, or new product/solution development.
• Familiarity with usability engineering standards and medical device development processes.

Benefits

• Medical, dental, and vision plans available from your first day of employment.
• 401(k) with company match and profit-sharing opportunities.
• Tuition reimbursement.
• Life insurance coverage.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Generous paid time off and paid parental leave.
• Employee Assistance Program (EAP).
• Employee discounts and lifestyle benefits, including entertainment and travel perks.

Schedule

This position is remotely based in the United States and requires travel to customer sites, healthcare facilities, and industry events as needed. Global travel is possible.

About Mölnlycke

Mölnlycke is a world-leading medical products and solutions company that equips healthcare professionals to achieve the best patient, clinical, and economic outcomes. Our business is organized into four business areas: Wound Care, Operating Room Solutions, Gloves, and Antiseptics, where customer centricity, sustainability, and digitalization are at the heart of everything we do.

Mölnlycke employs approximately 8,400 people worldwide. Our global headquarters are located in Gothenburg, Sweden, and we operate in more than 100 countries. Since 2007, Mölnlycke has been part of Investor AB, an engaged owner of high-quality global companies founded by the Wallenberg family in 1916.