Customer Experience Specialist

1 week ago

Woonsocket, Rhode Island, United States Insight Global Full time
Customer Experience Specialist

Insight Global is seeking a Customer Experience Specialist to join a leading health solutions company. This role 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, with a hybrid schedule out of the Boston or Rhode Island area.

Benefits include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401K retirement account access with employer matching.

Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

We are 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.

Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to .

Previous experience within the Healthcare environment, preferably with patient contact, is highly valued.

Key qualifications include:

  • 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.

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