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Customer Experience Analyst

2 months ago

Woonsocket, United States Insight Global Full time

Overview:

Insight Global is sourcing for a Customer Experience Analyst to join a leading health solutions company that provides healthcare and retail pharmacy services. This position is crucial in supporting the Voice of the Customer and Operational Monitoring across the enterprise. The ideal candidate will utilize both qualitative and quantitative data to ensure optimal site health and move the needle on satisfaction scores. Qualitative data will include current Voice of Customer tools to gain actionable insights, while closely collaborating with product managers, analytics, and IT teams to take these insights to market. Quantitative data and analysis will include funnel flow analytics and key metric dashboards. This person will be responsible for staying abreast of the fast-moving industry to identify the latest market developments, synthesize competitive research insights, and inform a product roadmap that drives customer satisfaction and improved conversion. This individual must be an avid researcher, intellectually curious, and be able to prioritize and organize vast amounts of information. This role is a 6-month contract opportunity, hybrid out of the Boston or Rhode Island area roughly two days per week.


The pay range for this position is $_28/hr. to $_33/hr. Exact compensation may vary based on several factors, including skills, experience, and education.


Requirements:

-Bachelor's Degree

-Experience with Medallia or similar Experience Management tools

-At least 2 years' experience with Voice of Customer, Research, and/or Digital

-At least 2 years' experience reviewing survey results and customer feedback

-Ability to analyze and identify key themes based on customer insights

-Strong communication, ability to interpret and present findings

  • -Strengths in structured and logical thinking, problem solving, issue resolution, and attention to detail