CX Senior Analyst

2 months ago

Philadelphia, United States OGC Global Full time

OGC is a boutique research and consulting agency specializing in data-driven strategy, quantitative analytics, and Customer Experience (CX) program design and optimization. We work with some of the world's largest organizations across various industries, including Healthcare, Financial Services, Specialty Retail, and Telecommunications, helping them gain a deep understanding of their customers, develop actionable insights, and improve business processes.

We are seeking a CX Senior Analyst to join our team, where you will work closely with CVS Health, one of our key clients. In this role, you will support the rollout of a Customer Experience (CX) program across CVS's portfolio, providing critical insights and analysis to improve customer satisfaction and business outcomes.

This is an exciting opportunity for a dynamic, self-starter to join a high-performing team driving strategic decisions for one of the largest healthcare companies in the world. You will gain experience in CX methodologies, market research, and data analytics, while being part of a project management team that oversees the global Voice of the Customer (VoC) program. You'll help analyze customer feedback, transforming data into actionable insights to improve CVS's business processes and customer experiences.

This is a full-time, remote position working East Coast hours.

Responsibilities:

  • Manage global customer experience programs with a cross-functional team.
  • Oversee project timelines and coordinate efforts across teams.
  • Manage relationships and ongoing work with implementation vendors
  • Provide analytical support using Excel, Python, and SQL to turn research into actionable insights.
  • Design and test surveys to meet client needs.
  • Create clear reports from diverse data sources for senior executives and other stakeholders.
  • Solve technical and logistical challenges, manage vendors, and optimize CX reporting platforms.
  • Deliver concise updates to managers and clients.
Requirements:
  • Bachelor's degree in Social Science, Business, Statistics, Computer Science, or a related field from a top university.
  • 3-5 years of experience in market research, data analysis, customer experience, consulting, or a related field, with a background in Life Sciences preferred.
  • Proficiency with analytical tools such as Excel, Python, SQL, and BI tools (e.g., Tableau, Power BI).
  • Experience with a CX platform (Medallia Significant Advantage).
  • Familiarity with statistical packages like Stata, SPSS, or R, and some programming background (e.g., XML, VBA) is advantageous.
  • Demonstrated ability to quickly learn new technological and analytical tools and methodologies.
  • Exceptional attention to detail and strong verbal and written communication skills, with the ability to present research insights clearly.
  • Experience in survey design, sampling methods, and survey-based market research is a plus.
  • Ability to manage multiple projects at once.
  • Thrives working both independently and as part of a team.

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