Manager, CX Insights & Strategy

Position Description

Base pay is influenced by several factors including a candidate’s qualifications, relevant experience, and anticipated contributions to meet the needs of the business, along with internal pay equity and external market-driven rates. The salary range displayed has not been adjusted for geographical location. This range has been created in good faith based on information known to Capital Blue Cross at the time of posting and may be modified in the future. Capital Blue Cross offers a comprehensive benefits package including Medical, Dental & Vision coverage, a Retirement Plan, generous time off including Paid Time Off, Holidays, and Volunteer time off, an Incentive Plan, Tuition Reimbursement, and more.

Responsibilities

• Leads the CX Insights and Market Research function, setting strategic direction, priorities, and operating framework aligned with enterprise CX objectives.
• Owns and evolves the enterprise Voice of the Customer (VoC) strategy, integrating regulatory surveys, feedback, and research into a unified insights approach.
• Directly leads and executes a select portfolio of high-impact research initiatives, supplementing team delivery to ensure quality, timeliness, and strong alignment to business priorities.
• Defines and governs enterprise customer and member journey frameworks, identifying “moments that matter,” experience gaps, and key drivers of satisfaction and engagement.
• Leads development of research learning agendas and roadmaps, ensuring insights efforts are aligned to strategic business needs and proactively inform decision-making.
• Drives prioritization of CX opportunities, synthesizing insights across data sources to recommend where the organization should focus investment and improvement.
• Establishes CX insights standards, methodologies, and governance, ensuring consistency, quality, and scalability of research and measurement across the organization.
• Oversees end-to-end research strategy and execution, including design, methodology, analysis, and reporting to ensure high-quality, actionable outputs.
• Translates insights into executive-ready recommendations, using clear storytelling to inform strategy, decisions, and investment priorities.
• Leads vendor strategy and research portfolio management, overseeing a significant research budget and ensuring cost-effective use of external partners while identifying opportunities to build internal capabilities.
• PARTNERS WITH SENIOR LEADERS AND DEVELOPS TEAM MEMBERS, INFLUENCING ENTERPRISE DECISIONS WHILE COACHING AND ALIGNING CX INSIGHTS STAFF TO BUSINESS PRIORITIES.

Qualifications

• 10-12 years in customer experience, market research, insights, or analytics.
• 5+ years of experience leading, coaching, and developing high-performing research teams.
• Leading enterprise research or insights programs and managing a portfolio of work aligned to business priorities.
• Designing and executing quantitative and qualitative research to address business needs and inform decisions.
• Building or evolving research and insights functions, including defining processes, frameworks, and best practices.
• Translating research findings into clear, actionable insights that shape product, marketing, and customer experience strategies.
• Managing external vendors and optimizing the use of research budgets.
• Working across multiple business areas to align insights with strategic priorities and initiatives.

Skills

• Ability to lead CX insights strategy and guide teams toward clear, enterprise priorities.
• Strong capability to synthesize quantitative and qualitative data into clear, actionable insights and recommendations.
• Skilled at translating complex findings into executive-ready narratives and influencing decision-making.
• Strong stakeholder engagement and collaboration skills across cross-functional teams.
• Effective planning, prioritization, and management of multiple research and insights initiatives.

About Us

We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital you will work alongside a caring team of supportive colleagues and be encouraged to volunteer in your community. We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you develop your career. And by doing your best, you’ll help us live our mission of improving the health and well-being of our members and the communities in which they live. Capital Blue Cross is an independent licensee of the Blue Cross Blue Shield Association. We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, gender identity, age, genetic information, physical or mental disability, veteran status, or marital status, or any other status protected by applicable law.