• Advance AbbVie's pipeline by striving for excellence in clinical research, turning science into medicine for our patients • Partners with study teams, AbbVie internal R&D stakeholders, investigators, and site staff for meaningful and effective engagements positioning AbbVie as the partner of choice in clinical trials • Conducts site evaluation, site training, routine on-site and off-site monitoring, and site closure monitoring activities with compliance to the protocol and monitoring plans • Gather local/site insights and utilize site engagement tools to report/track progress and measure impact of that strategy • Develop solid knowledge of therapeutic area, asset and clinical landscape / patient journey to enable successful patient recruitment and overall protocol compliance • Supports local onboarding of more junior CRAs • Responsible for activities as assigned by manager

• Conducting site qualification, initiation, monitoring, and close-out visits for clinical trials. • Ensuring protocol compliance, data integrity, and patient safety throughout the trial process. • Collaborating with investigators and site staff to facilitate smooth study conduct. • Performing data review and resolution of queries to maintain high-quality clinical data. • Contributing to the preparation and review of study documentation, including protocols and clinical study reports

• Oversee the operational aspects of clinical trial conduct at investigational sites to ensure data integrity, regulatory compliance, and adherence to Good Clinical Practice (GCP) guidelines. • Support multiple clinical trials across various therapeutic indications and monitor site performance, resolving issues, and facilitating communication between sponsor and site personnel. • Evaluate clinical trial resourcing requirements for qualification (SQVs), training (SIVs), monitoring (IMVs) and support of sites during the conduct of the trials. • Work with multiple trial sites and multiple studies of varying indications simultaneously. • Develop and maintain a monitoring plan for assigned clinical trial(s). • Liaise with external clinic and/or hospital investigators and associated staff conducting the trial as required. • Oversee the setup of the trial sites; ensuring each site has the appropriate trial materials to conduct the study. • Oversee site activation process for each study. • Periodically review data to identify potential issues or inconsistencies that could signal problems with data collection or monitoring. • Track patient enrollment and recommend solutions to trial site staff to increase appropriate enrollment of qualified subjects. • Provide support for the processing of data queries, deviations, adverse events, etc. • Write monitoring visit reports. • Develop and execute a plan to close trial sites on completion of the trial and perform associated close-out activities.

Role Description The Research Consulting Lead – Experience Strategy & Insights plays a critical role on the CenterWell Customer Experience (CWCX) team. You will transform customer signals into clear insights, priorities, and decision confidence for business leaders. - Partner with Journey Transformation, VOC Insights, Analytics, Digital Products, and Business Units. - Define insight strategies, design and implement research, integrate multiple data sources, and connect experience insights to outcomes. - Operate as a strategic consultant, ensuring research and measurement efforts directly inform prioritization, investment decisions, and experience improvement roadmaps across CenterWell. - Report to the Director, Strategy Advancement. Qualifications - Bachelor's degree in social science, psychology, anthropology, human factors, market research, business, or related field. - 8+ years of experience in experience strategy, research consulting, customer insights, CX analytics, or human-centered research. - Qualitative and quantitative research design and synthesis skills. - Competence to translate research into strategic insight and executive-ready recommendations. - Experience linking customer experience insights to outcomes and metrics. - Influence across teams. - Facilitation and storytelling skills. - Working knowledge of CX measurement approaches (e.g., NPS, CSAT, or journey-level metrics). Requirements - Define and lead experience insight strategies with care for CenterWell, LOB, and enterprise priorities. - Improve CX insight experience by integrating VOC, research, operational data, and analytics into a cohesive understanding of customer experience. - Ensure insights are decision-ready, prioritized, and tied to articulated business questions and outcomes. - Shape strategic plans to improve organizational insights capability across developing, foundational, and advanced levels. - Lead qualitative and quantitative research to answer business and experience questions. - Validate hypotheses coming from VOC trends, journey analytics, and partner assumptions. - Partner with VOC Insights & Analytics teams to size impact, identify drivers, and connect experience insights to business measurements. - Ensure methodological thoughtfulness, insight quality, and practical applicability of research outputs. - Define, socialize, and maintain experience measurement frameworks that connect customer outcomes to operational and financial performance. - Translate complex insight into clear narratives, possible effects, and recommendations tailored to executive and partner needs. - Support prioritization decisions by clarifying trade-offs, risks of inaction, and potential value creation. - Identify systemic experience issues and new opportunities across journeys, channels, and assets. - Partner with teams (within CWCX and across BUs) to assess desirability, viability, and feasibility when evaluating experience opportunities. - Support development of prioritized CX portfolios and roadmaps with care for business strategy. - Ensure experience insights inform where we invest, sequences work, or deprioritizes efforts. - Be a trusted strategic advisor to business, product, digital, clinical, and operations leaders. - Facilitate structured discussions and working sessions to agree on problem definition, decision clarity, and success criteria. - Collaborate with partners by providing insight, prioritization guidance, and measurement plans that inform downstream design and implementation. - Improve the voice of the customer in enterprise decision-making through compelling storytelling and evidence. Benefits - Competitive benefits that support whole-person well-being. - Medical, dental and vision benefits. - 401(k) retirement savings plan. - Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave). - Short-term and long-term disability. - Life insurance and many other opportunities. Company Description Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it.