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Customer Experience Strategist
2 months ago
About the Role:
Insight Global is seeking a highly skilled Customer Experience Strategist to join a leading health solutions company. This is a crucial position that supports the Voice of the Customer and Operational Monitoring across the enterprise.
Key Responsibilities:
- Utilize both qualitative and quantitative data to ensure optimal site health and move the needle on satisfaction scores.
- Analyze current Voice of Customer tools to gain actionable insights and collaborate with product managers, analytics, and IT teams to take these insights to market.
- Review funnel flow analytics and key metric dashboards to inform a product roadmap that drives customer satisfaction and improved conversion.
- Stay abreast of the fast-moving industry to identify the latest market developments, synthesize competitive research insights, and inform a product roadmap.
- Prioritize and organize vast amounts of information to drive business decisions.
Requirements:
- Previous experience within the Healthcare environment, preferably with patient contact.
- Previous experience with research, strategy consulting, healthcare, technology, or retail pharmacy.
- Passion for technology and good understanding of current technology landscape and issues.
- Demonstrated strength in using large amounts of structured and unstructured data.
- 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, customer feedback.
- Ability to analyze and identify key themes based on customer insights.
- Strong communication, ability to interpret and present findings cross-functionally.
- Strengths in structured and logical thinking, problem-solving, issue resolution, and attention to detail.
What We Offer:
- A 6-month contract opportunity with a competitive hourly rate.
- A hybrid work arrangement with two days per week in the Boston or Rhode Island area.
- A comprehensive benefit package, including medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401K retirement account access with employer matching.
- Paid sick leave and/or other paid time off as provided by applicable law.
About Us:
Insight Global is a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters.
