Research Supervisor

Position Accountability Statement

Maxicare, a leader in healthcare and HMO services, is seeking a detail-oriented and analytical Research Supervisor to support its Customer Experience initiatives. The role involves overseeing research projects that uncover actionable insights into customer behavior, preferences, and satisfaction to enhance the member journey and improve the company’s healthcare services. The Research Supervisor will work closely with the Business Intelligence Manager for Customer Experience and cross-functional teams to conduct surveys, analyze data, and deliver insights that drive strategic decision-making.

Key Responsibilities

Research Design & Execution

• Develop and implement qualitative and quantitative research studies aligned with the customer experience strategy.
• Design and manage surveys, focus groups, and interviews to capture insights on customer satisfaction, preferences, and pain points.
• Collaborate with stakeholders to identify key research objectives and ensure alignment with business goals.
  
  

• Oversee the collection and management of customer data through various channels, including CRM systems, digital analytics platforms, and customer feedback tools.
• Perform detailed analyses of survey results, customer feedback, and other data sources to uncover trends, behaviors, and areas for improvement.
• Synthesize complex data into concise, actionable insights for non-technical audiences.
  
  

• Produce regular reports and dashboards that highlight customer experience metrics (e.g., NPS, CSAT, CES) and key findings.
• Create clear presentations and storytelling narratives that influence business decision-making in the organization.
• Work with the Business Intelligence Manager to translate research insights into strategies for enhancing the customer journey.
  
  

• Partner with teams across the company (i.e. Customer Experience, Marketing, IT, and Product) to integrate research findings into service and product improvements.
• Support the empathy and define phases of design thinking initiatives by contributing customer personas and insights.
• Assist the Business Intelligence Manager in cross-departmental projects aimed at enhancing customer-centric initiatives.
  
  

• Track and evaluate the effectiveness of research projects and customer experience initiatives based on KPIs and other performance metrics.
• Identify gaps in existing data and recommend approaches to enhance the research framework.