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Voice of Customer Analytics Manager
Location:
Plainsboro, NJ
Description:
About the Department Our Commercial Strategy and Marketing group creates and delivers human:centered experiences, where innovation meets customer:centricity, driving the ultimate experience for our patients. Our focus extends beyond transactions to craft experiences as one fully integrated, aligned and connected organization that puts empathy at the center, powered by insight and foresight. We develop an end:to:end approach to strategy, focusing on every touchpoint that impacts our customers. We leverage data and insights to inform our decision:making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviors. Our test and learn' mindset and approach enables us to iterate rapidly and refine our strategies based on real:world results. We are building an intentional team culture that is made up of diverse skillsets, united by the shared belief that reinvention and learning is what fuels continuous growth. Do you get excited about exploring the unknown? Does the idea of driving value through human:centered design pull you in? Are you ready to experiment with us? The Position The Voice of Customer (VoC) Analytics Manager will be responsible for developing and managing the VoC analytics program, focusing on capturing, analyzing, and acting on customer feedback across various touchpoints. This role requires a strategic thinker with strong analytical skills to transform customer insights into actionable business recommendations. The VoC Analytics Manager will work closely with cross:functional teams to ensure customer feedback is integrated into decision:making processes and drives continuous improvement in the customer experience. Relationships Reports to the Voice of Customer Program Lead. Collaborate with teams across the organization, including CS and M, CMR, F and O, and Sales, to conduct VoC analytics and insight generation and inform marketing strategies and optimizations to the customer experience. Essential Functions stylemargin:bottom:11.0px::VoC Analytics Strategy Development: Design and implement the VoC strategy to collect and analyze customer feedback using tools such as Net Promoter Score (NPS), customer satisfaction surveys, and omnichannel / marketing analytics. Identify and prioritize VoC opportunities and areas for improvement based on data analysis and customer insights:Data Collection and Quality: Oversee the collection, integration, and analysis of VoC data from various sources and touchpoints. Ensure data quality and integrity across VoC initiatives:Customer Insights: Analyze customer feedback from various sources (surveys, social media, customer service interactions, etc.) to identify trends, preferences, pain points, and opportunities for improvement, providing deep insights into the customer experience to the relevant cross:functional teams:Insights Reporting and Recommendations: Generate detailed reports, dashboards, or scorecards at a regular cadence that highlight key findings and trends. Leverage customer insights to provide actionable recommendations to drive customer:centric decision:making across therapy areas:Stakeholder Collaboration: Collaborate with teams across the organization, including CS and M, CMR, F and O, and Sales, to provide relevant customer feedback and insights to support decision making:Metric Development: Establish metrics and KPIs to track performance and the effectiveness of VoC initiatives. Identify trends and provide standardization of Voice of Customer reporting across the business:Continuous Improvement: Monitor and evaluate the effectiveness of VoC initiatives and recommend adjustments as needed. Share best practices on VoC analytics within the organization. Stay updated with industry trends and best practices in VoC and customer experience analytics Physical Requirements Approximately 20:30 overnight travel. Qualifications stylema
Posted:
June 29 on Tip Top Job
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More About this Listing: Voice of Customer Analytics Manager
Voice of Customer Analytics Manager is a Executive Manager Job located in Plainsboro NJ. Find other listings like Voice of Customer Analytics Manager by searching Oodle for Executive Manager Jobs.
Voice of Customer Analytics Manager is a Executive Manager Job located in Plainsboro NJ. Find other listings like Voice of Customer Analytics Manager by searching Oodle for Executive Manager Jobs.