SUMMARY: This job's purpose and primary focus. Responsible for driving "voice of the customer" into KP (external & internal "voice"). Look into how to do a better job of retaining existing employers/members and how to do a better job of attracting new employers/member groups. Provides support for the Health Plan & Medical Groups in terms of monitoring performance and providing new insights into customer needs. Focus areas include: Market position, Product Development, Brand position, Advertising evaluation, service performance/customer satisfaction, Sales & Marketing performance. Provide research support to Senior Leadership to help guide strategic & tactical decisions. MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS: Estimated % of Time spent: The primary job duties this position is responsible for achieving are listed in order of importance. Work on significant and unique assignments of diverse and complex scope. Projects require complex planning and direction setting with diverse and/or multiple stakeholders. Provide guidance and support in answering questions about the marketplace. Keep up-to-date on current health care market research / knowledge across the Program and relevant research outside the Program. Help obtain client input that will help identify NMR priorities. Initiate contact with management and alert them to critical issues. Communicate, interpret, and present key findings and implications / recommendations to KP Leadership. Seek to leverage services and knowledge whenever possible across the Program. Estimate and evaluates size, scope and costs of research. Manage and coordinate on-going and ad hoc research projects, as well as leading or participating in Program-wide projects. Coordinate training seminars and interregional meetings for KP's market research professionals. Seek ways to improve department functions, services, and communications (e.g. by contributing to national and team meetings). Sort through complex alternative hypotheses & causal factors. JOB QUALIFICATIONS: Minimum Education (Indicate minimum education or degree required.). Bachelor's degree in related field required. Preferred Education (Indicate preferred education or degree required.). Master's degree in marketing, market research, business, or social sciences with thorough training in qualitative and quantitative analysis and research methods preferred. Doctorate preferred. Minimum Work Experience and Qualifications (Indicate minimum years of job experience, skills or abilities required for the job.) Basic Qualifications: Minimum eight (8) years of experience. Additional Requirements: Ability to manage large projects and to oversee multiple projects at the same time. Thorough knowledge of market research methodologies and their applications to business problems. Regularly contributes to the development of new market research techniques and work standards. Understanding of and ability to think through causal relationships. Must be able to work in a Labor/Management Partnership environment. ENTER YEARS OF EXPERIENCE REQUIRED: