Customer Insights & Experience Manager
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Role Description
As a Customer Insights & Experience Manager you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:
- Leading engagement activities with third party groups and internal partners to develop customer needs through data driven insight surveys and tools following a Jobs-To-Be-Done methodology.
- Mapping current Customer Journey process along with customer insight data collection points that exist today.
- Defining processes to capture, curate and action improvements.
- Defining future state Customer Journey map as it relates to DME operations, identifying key experience interaction points and how best to maximize a positive interaction and value realized.
- Based on data collected, defining/championing/leading operational improvement initiatives specifically focused on improving the customer experience defects identified through the above work.
- Educating and institutionalizing key customer insight methodologies (i.e. Net Promoter Score, Customer Sentiment, etc.).
Qualifications
- Bachelor’s Degree or higher AND 8 years of experience leading customer insight work (ideally focused on operational/process insights).
- OR High School Diploma/GED AND 12 years of experience leading customer insight work (ideally focused on operational/process insights).
- Two years of experience implementing customer listening points and/or leading customer journey mapping.
Requirements
- Master's degree in Business Administration from an accredited institution.
- Previous experience working in Healthcare or Medical Devices Industries.
- Strong problem-solving, analytical, and change management skills.
- Jobs To Be Done methodology experience.
- Strong understanding of customer support processes and ability to align process improvements to customer satisfaction.
- Excellent communication and presentation skills.
Benefits
- Competitive pay and benefits, regularly benchmarked with other companies that are comparable in size and scope.
- Medical, Dental & Vision, Health Savings Accounts, Health Care & Dependent Care Flexible Spending Accounts, Disability Benefits, Life Insurance, Voluntary Benefits, Paid Absences and Retirement Benefits, etc.