Manager, CX Insights – Strategy

Capital Blue Cross

Manager of CX Insights & Strategy leading customer experience research initiatives for Capital Blue Cross. Guiding insights strategies and collaborating with senior leaders.

Posted 7/3/2026full-timeHarrisburg • Pennsylvania • 🇺🇸 United StatesSeniorLead💰 $98,880 - $186,290 per yearWebsite

About the role

Key responsibilities & impact

Leads the CX Insights and Market Research function
Owns and evolves the enterprise Voice of the Customer (VoC) strategy
Directly leads and executes high-impact research initiatives
Defines and governs enterprise customer and member journey frameworks
Drives prioritization of CX opportunities
Establishes CX insights standards, methodologies, and governance
Oversees end-to-end research strategy and execution
Translates insights into executive-ready recommendations
Leads vendor strategy and research portfolio management
Partners with senior leaders and develops team members

Requirements

What you’ll need

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
Designing and executing quantitative and qualitative research
Experience building or evolving research and insights functions
Translating research findings into clear, actionable insights
Managing external vendors and optimizing the use of research budgets

Benefits

Comp & perks

Medical, Dental & Vision coverage
Retirement Plan
Generous time off including Paid Time Off
Holidays
Volunteer time off
Incentive Plan
Tuition Reimbursement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer ExperienceMarket ResearchInsights DevelopmentResearch MethodologiesData AnalysisResearch Budget ManagementExecutive CommunicationResearch Program LeadershipJourney MappingActionable Insights Translation

Soft Skills

LeadershipCoachingCollaborationStrategic ThinkingCommunication