Senior Manager, Customer Experience / VOC - HAS (Remote) in Secaucus, NJ at Quest Diagnostics

Date Posted: 11/12/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    500 Plaza Drive
    Secaucus, NJ
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/12/2021
  • Job ID:
    req78200

Job Description

Mgr, VOC / Customer Experience Sr - HAS - M-F (Remote)

Position Overview:

The Voice of the Customer (VOC) / Customer Feedback System (CFS) Manager, is part of the Healthcare Analytics Solutions (HAS) Team’s Center of Excellence and charged with driving the creation of a VOC function as an integral part of HAS’s customer-centric strategies.  The Manager lead the creation of an end-to-end process that starts with market planning and ideation that carries through to commercial engagement and product utilization.  The goal is to focus on designing and deploying this end-to- end system initially in one business line and then to adapt and deploy the VOC/CFS throughout all HAS business lines.

The focus of this role is to bring experience of how best to use these tools and techniques to equip the business teams with the kinds of insights that are necessary to deeply understand customer needs, barriers to adoption, perception of value, engagement models, competitive differentiation, satisfaction with solutions, etc. The Manager will serve as an essential link between marketing, customer-facing commercial teams, operations teams, Quest customer experience teams, and the product management team.

Primary Responsibilities:

•       Create the blueprint for VOC and CFS solutions to be leveraged in HAS in close partnership with portfolio leadership, including developing the program roadmap, tracking progress, and making informed recommendations for optimization.

•       Develop and deploy mechanisms to regularly collect, interpret, and disseminate customer input and feedback to the appropriate key stakeholders to advance cross-functional improvement strategies and initiatives via derived systems to influence product and marketing decision-makers to deliver the best possible customer experience, using both data and qualitative analysis to inform recommendations & perspective.

•       Lead the design, implementation and management of the community platform including survey process and content, as well as analytics and reporting specific to CX initiatives, while working collaboratively with team members and vendors. Determine if there are other technologies and channels that can be used to support customer experience activities.

•       Coordinate & facilitate user/customer focus group sessions.

•       Manage and work on cross-functional buy-in of our feedback tools, surveys, and dashboards, including the initial development of surveys, reports and processes Analyze and synthesize data from multiple sources.

•       Perform analytics across multiple sources of customer data using quantitative and qualitative tools and methods to identify product and process opportunities for improving the end-to-end customer experience.  May include analysis of competitors, industry standards & trends, customer feedback & reviews, marketing and data.

•       Develop reports/presentations supporting Customer Experience (CX) findings, and work with HAS leaders to develop enhanced customer-centric strategies.

•       Identify customer experience themes which could be leveraged in solutions to be scaled across the business units

•       Create dashboards, and surface key metrics and trends to stakeholders, calling attention to the most important problems and themes to support the development of a governance strategy and program.

•       Collaborate with portfolio team to create a more robust taxonomy for Use Cases.

•       Track and measure progress using customer centric metrics and KPIs including NPS and CSAT, driving accountability and removing obstacles, to realize customer driven growth or retention.

•       May serve in a project manager capacity to define, prioritize, plan, and drive cross functional project teams. This includes the necessary change management activities.

Qualifications:

•       BA/BS/master’s in economics, Business, Engineering, Operations Research, or other quantitative focus (or equivalent work experience).

•       5+ years applied experience with customer analytics; Experience reporting on trends and providing actionable insights to senior leaders and cross-functional teams and stakeholders.

•       Experience with the full range of VOC and CFS components is important, including: Win/Loss, Focus Group testing, Online hosted communities

•       Proficient knowledge and execution of Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT), and other feedback collection metrics.

•       Experience in successful survey design and deployment, and in delivering on business objectives tied to quantitative and qualitative measurement.

•       Experience with data visualization and customer experience dashboard management platforms (e.g., Tableau, Power BI, etc.).

•       Experience in an Entrepreneurial or Intrapreneurial business.

Attributes:

•       Proven communicator with excellent written and verbal communication skills; strong prioritization and organization skills.

•       Deep understanding of stakeholder management.

•       Ability to navigate an environment with passionate people intent on delivering valuable products. Be a team player.

•       Active listening to drive stakeholder alignment to help reach the necessary decision.

•       "Can do" attitude - ability and willingness to make an impact in a start-up environment.