Job Description:

• Own the strategy, programs and insights that explain how health system customers experience doing business with Cencora and why they choose or leave the company
• Turn customer feedback into executive-ready stories that shape segment strategy, commercial priorities and investment decisions
• Define the multi-year VoC and customer experience strategy for the health system segment
• Build a listening architecture covering relationship surveys, transactional surveys, customer interviews, advisory boards and unstructured feedback
• Map the health system customer journey across key personas and identify moments driving loyalty and churn
• Set CX targets and track progress
• Design, launch and run a win-loss program across distribution, solutions and services offerings
• Partner with Sales and Contracting to define triggers, sampling and timing for wins and losses
• Lead or oversee win-loss interviews and surveys
• Identify win/loss patterns and translate them into recommendations for sales, pricing and offering teams
• Own the end-to-end survey lifecycle with Market Research, including objectives, questionnaire design, sampling, fielding, analysis and reporting
• Coordinate research requests to avoid over-surveying customers and reuse findings
• Turn complex research into concise narratives for senior leaders
• Build and deliver executive-level readouts to segment leadership, the executive team and health system customers as needed
• Produce recurring VoC reporting, including quarterly insight briefs, dashboards and an annual state-of-the-customer review
• Drive closed-loop action by assigning insight owners, tracking follow-through and reporting changes
• Partner with Marketing, Communications and Market Research on positioning, messaging, campaigns and thought leadership
• Partner with Sales, Account Management, Operations, Customer Service and Product/Solutions teams to embed insights in planning and execution
• Represent the segment in enterprise VoC/CX forums and share best practices across business units
• Champion a customer-centric culture through training, storytelling and making customer feedback visible in decisions

Requirements:

• Bachelor's degree in Marketing, Business, Psychology, Statistics, Communications or a related field
• 5+ years of experience in voice of customer, customer experience, market research or customer insights, including 5+ years leading programs or teams
• Proven experience designing and managing B2B customer surveys end to end
• Track record of turning research into executive-level stories and presenting readouts to VP and C-suite audiences
• Hands-on experience running or overseeing a win-loss or competitive insights program
• Strong quantitative and qualitative skills: survey design, sampling, statistical analysis, interview synthesis and thematic coding
• Experience managing research vendors and agencies, including scopes, budgets and deliverables
• Proficiency with survey/experience platforms such as Qualtrics, Medallia or Momentive and BI tools such as Power BI or Tableau
• Excellent written communication and data visualization skills; expert in PowerPoint
• Demonstrated ability to influence without authority across Marketing, Sales, Operations and executive stakeholders
• MBA or master's degree in Marketing Research, Business Analytics or a related field preferred
• Experience in healthcare, pharmaceutical distribution, medical supply, GPOs or health IT preferred
• Understanding of health system buying dynamics preferred
• Experience connecting VoC data to financial outcomes preferred
• Familiarity with text analytics or AI-assisted insight tools preferred
• CX or research certifications such as CCXP or Insights Association PRC preferred
• Experience standing up a VoC or win-loss program from scratch in a matrixed organization preferred

Benefits:

• Medical, dental, and vision care
• Backup dependent care
• Adoption assistance
• Infertility coverage
• Family building support
• Behavioral health solutions
• Paid parental leave
• Paid caregiver leave
• Training programs
• Professional development resources
• Mentorship programs
• Employee resource groups
• Volunteer activities