Labcorp

Director, Customer Experience, Insights & Analytics

Labcorp

full-time

Posted on:

Location Type: Hybrid

Location: Durham • North Carolina • United States

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Job Level

Lead

Tech Stack

Tableau

About the role

  • Champion customer experience at the executive level, building credibility as a trusted advisor through strategic storytelling and thought leadership that shapes business priorities and drives customer-centric culture
  • Lead enterprise-wide Net Promoter Score program, collaborating across business units on survey design, deployment, analytics, and governance
  • Evolve the program by fostering best-in class AI-enabled capabilities to enhance predictive insights, automation and reporting
  • Develop comprehensive multi-channel feedback strategy (relationship, transactional, journey-based) incorporating active and passive listening posts
  • Lead the translation of customer insights (qualitative and quantitative) into strategic imperatives, guiding executive decision-making and business transformation
  • Partner with executives to prioritize initiatives based on NPS and related KPIs, fostering customer-centric decision-making
  • Benchmark performance against industry standards and provide thought leadership on CX trends
  • Serve as Qualtrics platform leader, managing advanced survey builds, dashboards, workflows, automations, and integrations
  • Oversee vendor relationships ensuring compliance with healthcare and B2B standards
  • Partner with IT to ensure seamless data integration and flow
  • Identify customer trends, issues, and opportunities to inform CX strategy
  • Measure success of customer improvement programs; analyze feedback to identify pain points and root causes
  • Leverage advanced analytics and AI to enhance actionability and depth of insights
  • Create compelling data visualizations and dashboards that tell the customer story
  • Build and lead high-performing team of analysts and program managers
  • Establish team goals, performance metrics, and development plans
  • Foster culture of innovation, continuous learning, and customer advocacy
  • Mentor team in advanced analytical techniques and strategic thinking

Requirements

  • 10+ years managing complex NPS programs; 5+ years in leadership
  • Expert-level Qualtrics proficiency (survey logic, workflows, dashboards, API integrations)
  • Proven experience leading CX programs in Fortune 500 or similarly complex enterprise environments
  • Deep understanding of healthcare and B2B customer dynamics with multi-stakeholder experience
  • Advanced analytical and data visualization skills (Tableau, Power BI)
  • Exceptional communication, project management, and stakeholder engagement abilities
  • Demonstrated ability to deliver insights that influence executive decision-making
  • Understanding of business operations and how customer data serves as the engine for various cross-functional business decisions
  • Proficiency in Microsoft Office and CX analytics tools.
Benefits
  • Medical, Dental, Vision, Life, STD/LTD
  • 401(k)
  • Paid Time Off (PTO) or Flexible Time Off (FTO)
  • Tuition Reimbursement
  • Employee Stock Purchase Plan
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
NPS program managementadvanced analyticsdata visualizationsurvey designcustomer insights analysisstrategic storytellingAI-enabled capabilitiesmulti-channel feedback strategyqualitative analysisquantitative analysis
Soft Skills
leadershipcommunicationproject managementstakeholder engagementstrategic thinkingmentoringinnovationcustomer advocacyteam buildingperformance metrics establishment