Director, Customer & Market Insights

GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world’s largest, rare disease data sets. For more information, please visit www.genedx.com.

 Summary

GeneDx is seeking an experienced, insights-driven Director of Customer & Market Insights. In this role, you will serve as the company's master integrator of insights from internal subject matter experts and business owners, as well as customer/market research data on the people and markets we serve — including but not limited to patients, caregivers, clinicians, and payers — translating complex research into clear, actionable intelligence that drives decisions at every level of the organization. You will build and scale a Customer and Market Insights Center of Excellence that directly shapes our product, experience, and go-to-market strategies.

This is a high-impact, highly visible role that blends strategic leadership with hands-on execution. You will define the research agenda, advise internal stakeholders on the right methodological approaches, manage a portfolio of vendor relationships, and ensure insights are not just delivered — but understood and trusted. You'll be a critical thought partner to Product Strategy, Commercial, Marketing, Market Access, and other cross-functional teams, providing an integrated view of customer needs, market dynamics, competitive positioning, and ecosystem trends.

 Job Responsibilities

• Customer & Segment Understanding: Design and lead qualitative and quantitative research to uncover behavioral, attitudinal, and contextual insights across key customer groups (patients, caregivers, providers, payers, health systems) and markets. Proactively identify knowledge gaps, maintain a forward-looking research roadmap, and synthesize findings into scalable knowledge bases.
• Market Landscape & Competitive Intelligence: Track and synthesize trends across target segments — including competitor strategies, emerging disruptors, and shifting customer expectations — and translate them into strategic implications for senior leadership.
• Product & Pricing Research: Inform product decisions by sizing opportunities, conducting concept testing, and identifying whitespace. Lead pricing research (conjoint, Van Westendorp, Gabor-Granger) to assess value perception, willingness to pay, and support value proposition development.
• Voice of the Customer (VoC): Architect and operationalize GeneDx's enterprise VoC listening system, integrating signals from surveys, interviews, CSat and NPS metrics, and customer service interactions into continuous feedback loops.
• Vendor & Research Operations: Own end-to-end vendor management — RFPs, partner selection, contracts, and quality oversight. Maintain a curated network of vetted research firms and build scalable CoE infrastructure including templates, processes, and quality standards.
• Stakeholder Partnership & Storytelling: Synthesize multi-source findings into compelling narratives that drive alignment and action, up to and including the ELT. Advise partners on the right research approach and challenge assumptions when needed.
• People Leadership: Lead, mentor, and grow a team of insights professionals. Define team structure and capability-building priorities as the CoE scales.
  

People Manager

• Team Development & Performance Management: Set clear goals, provide regular feedback, and conduct performance evaluations for direct reports. Foster a culture of accountability, continuous learning, and professional growth within the insights team.
• Talent Strategy & Workforce Planning: Identify current and future capability needs as the CoE scales; lead recruiting, onboarding, and retention efforts to build a high-performing, diverse insights team. Develop succession plans and career pathways that align individual growth with organizational priorities.
• Coaching & Culture Building: Create an inclusive, intellectually curious team environment where rigorous thinking is valued and team members are empowered to challenge assumptions, experiment with new methodologies, and grow their craft. Serve as a visible champion of GeneDx values and a model for cross-functional collaboration.

Education, Experience, and Skills

• 10–15 years of progressive experience in customer insights, market research, or a related field within diagnostics, biopharma, healthtech, consumer health, digital health or adjacent industries.
• Proven track record of building or scaling an insights function.
• Deep fluency in qualitative and quantitative methods: in-depth interviewing methodologies, segmentation, conjoint, MaxDiff, pricing research, usability testing, mixed methods, etc.
• Experience designing and managing stand-along market research studies, as well as longitudinal research programs.
• Strong vendor management experience; expected to bring a vetted network of research partners with clear understanding of their strengths and limitations.
• Fluency with digital research platforms (e.g., Qualtrics, InCrowd, Dovetail).
• Experience collaborating with, and synthesizing insights across various insights-generating functions, including analytics, competitive intelligence, and finance.
• Experience overseeing and maintaining insights databases and dashboards, incl. using data visualization tools such as Tableau, Looker.
• Strong executive presence, exceptional communication and storytelling skills; proven ability to present to and influence senior executives.
• Proven ability to extract clarity from ambiguity, drive consensus amongst competing priorities, and influence without authority across a matrixed organization.
• Prior consulting experience in a relevant field preferred.
• Bachelor's degree required in Statistics, Psychology, Sociology, Public Health, Business, Marketing, Economics, or a related field; advanced degree preferred.
  

Certificates, Licenses, Registrations

• N/A

Work Environment

This is a fully remote position. The employee will work from a home office or other suitable remote location with reliable high-speed internet access. Work is performed in a climate-controlled environment using standard office equipment including computer, phone, and video conferencing tools. Your standard work schedule and hours will be established in collaboration with your leader and may be adjusted to align with evolving business needs.

Travel: 10-20%

Physical Demands
This is a sedentary role requiring prolonged periods of sitting while working at a computer. Physical demands include:

• Sitting for extended periods (up to 8 hours per day)
• Repetitive use of hands and fingers for typing and mouse operation
• Visual acuity for reading computer screens and documents
• Ability to communicate effectively via phone and video calls
• Occasional lifting of up to 10 pounds (office supplies, equipment)

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Acknowledgements

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.   

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