Customer Experience Market Research Manager

1 month ago

Remote, Oregon, United States PointClickCare Full time

For more than 20 years, PointClickCare has been the backbone of senior care. We've amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.

With Collective Medical & Audacious Inquiry, we've become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient's journey.

For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

Contract Duration:

6 months

Job Summary:

The Customer Experience Market Research Manager will work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare to define, govern and measure the end-to-end customer experience.

Key Responsibilities:

  • Work across the organization to develop, grow and optimize a Voice of the Customer program and ensure the customer is at the center of decision-making processes.
  • Manage relationship NPS and transactional customer feedback data collection and reporting; automating processes, integrating data sources and centralizing reporting in partnership with the Date Enhancement team.
  • Design and execute ad hoc quantitative and qualitative research projects using a variety of research techniques.
  • Produce thoughtful, actionable insights from data analyses in partnership with the Data Science team to inform improvement efforts.
  • Lead and participate in cross-functional initiatives to represent the voice of the customer and support customer experience journey mapping efforts.

Required Experience:

  • 5 years hands-on experience within marketing research and customer experience, collecting and analyzing data, reporting and presenting findings
  • Developed analytic skills with ability to integrate disparate data sources
  • Ability to apply insights to long-term strategic business issues as well as day-to-day business challenges
  • Expertise with Excel, PowerPoint, and PowerBI
  • Bachelors degree in business, mathematics, or the sciences

Preferred Experience:

  • Understanding of the healthcare industry
  • Previous experience working successfully in a SaaS organization

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It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact should you require any accommodations.

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever's Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare's human resources team:

PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

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