Lead Customer/Consumer Insights

Job Summary:
The Lead Customer/Consumer Insights role aligns to the Enterprise VOC, Consumer/Customer & Insights function. The Lead Customer/Consumer Insights is the named research and listening partner for a specific audience the enterprise serves — assigned at hire to Medicare, Under-65 Individual (IU65), ACA, Commercial / Group, Federal, Providers, Health services, or another audience the function covers. The role owns the craft for that audience: framing the questions worth answering, designing the primary research, reading the listening signal, synthesizing across quantitative and qualitative work, and translating the findings into recommendations the business can act on.

Business partners across the enterprise — the audience VP and their leadership team, marketing, customer experience, network, quality, shared services, finance, operations, and any other stakeholder whose work touches the assigned audience — come to this role for a clear read on what members or stakeholders are experiencing, what is changing in the market, and what to do about it.

The Lead Customer/Consumer Insights role designs primary research on modern research platforms, reads listening output from the enterprise’s listening programs, uses modern analytical and AI-augmented tools to accelerate analysis and synthesis, and lands a recommendation in time to change what the business is planning next. 

Essential Functions:

• Own the research and listening work for the assigned audience. Frame the question, design the research approach, read the listening signal, synthesize across quantitative and qualitative work, and ship a recommendation the business can act on.    
• Run the audience’s primary research portfolio — recurring trackers, ad-hoc studies, segmentation work, and qualitative deep-dives. Partner with vendors on fielding, scientific QA, and synthesis.
• Read the listening signal for the assigned audience — communication, marketing, and customer experience  tracker waves, listening posts, complaints, social listening, journey output — and integrate it with primary research into one coherent audience read.    
• Partner with business stakeholders across the enterprise whose work touches the assigned audience — the audience VP and their leadership team, marketing, customer experience, network, quality, shared services, finance, operations, and others. Sit in their planning cycles.
• Bring the read into the room before the next decision is locked. Track what got changed and how it performed.    
• Translate findings into recommendations business stakeholders can act on. Hold the analysis, writing,  and visual standard the team expects; make sure work lands with the right partners in time to change the next cycle.    
• Carry the team’s research and listening standards forward in the audience’s work — methodology, instrument design, narrative quality, evidence handling. Hold the bar on what gets put forward as a finding versus a directional signal.
• Cross-pollinate with other audience Leads, the Listening Programs team, the Decision Intelligence team, and the Specialized Insights team. Pull their signals into the audience read; feed audience-specific output back into the team’s broader work.
• Coach analysts and other Leads on audience-research craft — primary-research design, listening interpretation, and the discipline of holding a clean audience read across quantitative and qualitative sources.

Required Experience:
5+ Years    Related work experience: Insights, market research, customer research, audience research, or comparable applied research work in an enterprise or consultancy setting.

Bachelor’s degree    Marketing Research, Behavioral Science, Sociology, Anthropology, Psychology, Public Health, Communications, Economics, Statistics, Business, or a related discipline.

• Strong analytical reasoning. Reads tracker output, segmentation results, survey results, and listening signal with the rigor to challenge weak inference and the craft to translate it into a recommendation.
• Primary research craft. Frames the right question, designs instruments that hold up on sampling, wording, response options, and data quality. Runs fielding with vendors and reads output with rigor.
• Qualitative research fluency. Designs and runs IDIs, focus groups, ethnographic work, and diary studies. Picks the method that fits the question.
• Listening-program reading. Reads KPIs such as NPS / FCR / CES output, complaint data, social-listening signal, journey output, and recurring tracker waves together. Finds the integrated story the business needs.
• Fluency across modern research and listening platforms (Qualtrics, Forsta, UserTesting, Dscout, Medallia, Sprinklr, or comparable).
• Fluency across modern analytical and AI-augmented platforms (Hex, Sigma, Mode, Tableau, ChatGPT, Claude, or comparable) used to accelerate analysis, synthesis, and the production of senior-stakeholder briefs.
• Methodology rigor. Documents what was done, why, and the limits of inference.
• Strong written narrative for senior business audiences. Briefs business partners consume quickly and act on in time to change the next cycle.
• Decision orientation. Treats every read as a recommendation in service of a business decision. Closes the loop on what got changed and how it performed.
• Comfort with shifting priorities. Reshapes the research and listening agenda when the business question moves; ships against the time available.
• Collaborative partnership style. Earns trust with senior stakeholders across the enterprise without holding reporting authority.

Preferred Qualifications:
4+ Years    Hands-on primary research design and execution — recurring trackers, ad-hoc studies, segmentation work, and qualitative deep-dives.
2+ Years    Listening-program reading or VoC program work — recurring tracker waves, listening posts, complaints, social listening, journey output, or comparable.
4+ Years    Partnership with senior business stakeholders as the named research or VoC consultant — a track record of work that drove real audience, program, or business decisions.
What We Offer: 
As a Florida Blue employee, you will be at the heart of GuideWell’s vision – to lead the nation in transforming health through compassionate, connected, and technology-enabled care that delivers personalized value and empowered living. 
To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to: 
 

• Medical, dental, vision, life and global travel health insurance;
• Income protection benefits: life insurance, short- and long-term disability programs;
• Leave programs to support personal circumstances;
• Retirement Savings Plan including employer match;
• Paid time off, volunteer time off, 10 holidays and 2 well-being days;
• Additional voluntary benefits available; and
• A comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.
To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases. 
Annualized Salary Range: $84,500 - $137,300
Typical Annualized Hiring Range: $84,500 - $105,600
Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.
We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.