Customer Insights Manager

Date: Nov 11, 2021

Location: Rochester, NY, US

Company: Carestream Health

Carestream Health Inc. 

Innovation that sparks imagination. Continue on to your next challenge with us. 

Carestream is a worldwide provider of medical imaging systems and solutions; x-ray imaging systems for non-destructive testing; manufacturing of film and precision contract coating services for a wide range of industrial, medical, electronic and other applications—all backed by a global service and support network. Carestream’s diagnostic imaging technology systems are at work in 90 percent of hospitals worldwide.  

At Carestream, we offer a global perspective and a world of opportunities for people who have the desire to make a positive impact. Join our global team of 4,000+ professionals!

Position Summary:

The Americas Customer Insights Manager is a key strategic position in our organization. This position is responsible for developing our Voice of Customer strategy which will provide the key insights to guide the development of our new solutions offerings, clinical value propositions and customer related processes to differentiate Carestream in the different markets where we compete as well as understanding of the opportunities and potential value generation in new spaces where Carestream could enter via development, partnerships, mergers or acquisitions. The ideal candidate will have experience and understanding of development and execution of Customer Insights discovery strategies and methodologies to provide Carestream with a comprehensive understanding of our customers´ decision making process and criteria, different customer jobs, goals and pain points and value expectations and perception. In addition to the acquisition of such insights, the ideal candidate will be able to consolidate, interpret and make strategic recommendations which will be the foundation for our Strategic Planning Process and ongoing marketing strategy development. 

Position Responsibilities:

•    Provide VOC in the clinical space including, but not limited to practitioners, radiologists, administrators, and leaders at hospitals as well as end users of our solutions portfolio.
•    Provide regional customer insights to both the XRS business management team as well as the Growth team to understand not only where our current portfolio creates value or could be enhanced and improved but also what we could expand into to grow our business.
•    Understand customer needs, prioritize such needs, create user stories, seek clarification and insights from users, validate results with clients, all to achieve the stated product release goals.  
•    Be an active participant in concept to development meetings and work closely with the business in the development of launch plans, value propositions and marketing communications and campaigns.
•    Work together with Marketing and XRS Business group to identify and implement trade trials, pilot programs and reference sites and collect and interpret customer insights to help guide solution development, business model, customer experience and new offerings.  
•    Collect ongoing customer satisfaction and customer experience feedback and develop continuous improvement proposals to business, operations, service and marketing.
•    Works together with Business Intelligence Manager to understand competitive landscape, market trends and dynamics and propose initiatives to grow the business.

Required Skills & Education:


  • Bachelor's degree in Psychology, Marketing or Life Sciences.
  • 7 years in business research, business intelligence or customer insights positions.






Relevant Experience

  • 5 years of experience in acquisition and interpretation customer insights.  
  • Experience in medical/clinical facilities desired
  • Experience with Design Thinking and/or User Centered Design is highly desired.
  • Experience with building and executing quantitative and qualitative research models using different methodologies such as but not limited to: In-depth interviews, surveys, focus groups, UAT, U&A studies.

Desired Skills:

Medical Device or Captial Experience

Work Environment:

Remote or Hybrid

Carestream is an Equal Opportunity Employer

Carestream is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

Applying for a job with Carestream

All Carestream employees must complete the on-line application process. Carestream is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please click accommodations

Requisition ID: 1887 

Nearest Major Market: Rochester