Labcorp, a Forbes 2025 "Best Large Employer," seeks a Director, Customer Experience Insights & Analytics to lead customer experience measurement, drive customer-first strategy, and deliver actionable insights that shape business decisions. Reporting to the VP of Global Insights, you'll partner with Marketing, Sales, Product, Operations, and Executive Leadership to embed customer feedback into organizational improvement.

The ideal candidate brings deep expertise in analytics, strategic leadership, and customer experience management, with proven ability to lead teams, oversee enterprise NPS programs, and translate data into compelling narratives that drive action.

Applicants who live within 35 miles of either the Burlington, NC or Durham, NC location will follow a hybrid schedule. This schedule includes a minimum of three in-office days per week at an assigned location, either Burlington or Durham, supporting both collaboration and flexibility.

KEY RESPONSIBILITIESNPS Program Leadership

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

Insights & Executive Reporting

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

Platform & Vendor Management

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

Analytics & Strategy

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

Team Leadership

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
 

QUALIFICATIONSRequired:

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.

Preferred:

Advanced degree in business, analytics, or marketing

Experience in pharmaceuticals, diagnostics, life sciences, or drug development

Familiarity with text analytics, AI, journey analytics, and CRM integrations (Salesforce)

Program management experience with governance frameworks

Background in primary/secondary research, market sizing, and competitive intelligence

Core Competencies:

Strategic thinking with executive presence and storytelling ability

Customer-centric orientation with ability to influence in matrixed organizations

Strong operational rigor and analytical acumen

Data visualization and narrative development expertise

Proven ability to manage multiple priorities and drive continuous improvement

Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan. Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only. Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO. For more detailed information, please click here. 

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Labcorp is proud to be an Equal Opportunity Employer:

Labcorp strives for inclusion and belonging in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications and merit of the individual. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Additionally, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law. 

We encourage all to apply

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