Full-Time Customer Insights & Experience Manager

As a Customer Insights & Experience Manager you will:

• Lead engagement activities with third party groups and internal partners to develop customer needs through data-driven insight surveys and tools following a Jobs-To-Be-Done methodology.
• Map current Customer Journey process along with customer insight data collection points that exist today.
• Define processes to capture, curate and action improvements.
• Define future state Customer Journey map as it relates to DME operations, identifying key experience interaction points and how best to maximize a positive interaction and value realized.
• Based on data collected, define/champion/leading operational improvement initiatives specifically focused on improving the customer experience defects identified through the above work.
• Educate and institutionalize key customer insight methodologies (i.e. Net Promoter Score, Customer Sentiment, etc.).

Qualifications:

• Bachelor’s Degree or higher AND 8 years of experience leading customer insight work (ideally focused on operational/process insights).
• OR High School Diploma/GED AND 12 years of experience leading customer insight work (ideally focused on operational/process insights).
• Two years of experience implementing customer listening points and/or leading customer journey mapping.

Requirements:

• Master's degree in Business Administration from an accredited institution.
• Previous experience working in Healthcare or Medical Devices Industries.
• Strong problem-solving, analytical, and change management skills.
• Jobs To Be Done methodology experience.
• Strong understanding of customer support processes and ability to align process improvements to customer satisfaction.
• Excellent communication and presentation skills.

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