Director, Customer Experience, Insights & Analytics
Yesterday• Burlington, NC
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 RESPONSIBILITIES
NPS 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
Want more jobs like this?
Get jobs in Burlington, NC delivered to your inbox every week.
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
QUALIFICATIONS
Required:
- 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.
#LI-DZ1
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
If you are an individual with a disability who needs assistance using our online tools to search and apply for jobs, or needs an accommodation, please visit our accessibility site or contact us at Labcorp Accessibility. For more information about how we collect and store your personal data, please see our Privacy Statement.
Client-provided location(s): Burlington, NC
Job ID: labcorp-26293_1720682538
Employment Type: OTHER
Posted: 2026-01-24T19:49:07
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- Pet Insurance
- Mental Health Benefits
- FSA
- HSA
- Fitness Subsidies
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Remote Work Opportunities
- Hybrid Work Opportunities
- Flexible Work Hours
Office Life and Perks
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Stock Purchase Program
- Performance Bonus
- Financial Counseling
Professional Development
- Leadership Training Program
- Associate or Rotational Training Program
- Tuition Reimbursement
- Promote From Within
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Lunch and Learns
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at Labcorp.