4432 Delivery Manager, Voice of Customer (VoC)
The Voice of Customer (VoC) team within the Company’s Experience Operations (XO) is seeking a VoC Delivery Manager to join us as a contractor to help execute on the rollout, growth and ultimate success of an exciting new VoC program across the Company.
The VoC program systematically captures patient, caregiver and provider feedback around their experiences with the Company’s products, services and teams. By detecting patterns, anticipating needs, predicting behavior, and focusing attention, the VoC program plays a vital role in improving the customer experience.
The VoC Delivery Manager is accountable for creating and optimizing processes, standards and solutions to ensure the VoC program runs efficiently and is delivering maximum value to our customers.
Overall, you should be passionate about using customer experience and VoC feedback and insights to facilitate a strong customer experience to ultimately impact business growth.
Partner with VoC Service Lead to plan and define future VoC roadmap.
Drives VoC program delivery and optimization to ensure program is on target vs. roadmap and is positioned for long term impact and efficiency.
Partner with key internal/business stakeholders and/or vendors to execute plan and influence the company’s cultural transformation to a customer centric organization.
Leverages VoC platform, additional internal analytics or external data to support insights and business-focused recommendations.
Define and optimize standards and knowledge management resources that enable great customer experience.
Define operational metrics and measurement approach and governance.
Develop systems and procedures to effectively implement change and continuous improvement.
Seeks opportunities to optimize, test pilots, or advance new VoC capabilities and share learnings across the broader enterprise.
Lead, act and live our Operating Principles in all aspects of work.
Qualifications & Experience
Bachelor’s degree required, MBA or other related graduate level degree a plus.
Experience and/or familiarity implementing and managing VoC programs as well as the change management processes associated with doing so, particularly for large, matrixed organizations.
3-5 years relevant professional experience in similar roles (client or vendor side) – general market research experience also relevant OR 3-5 years of program management experience working in digital/software marketing, marketing technology or marketing operations.
Oversee data flows to/from various sources/databases that feed the VoC program, working closely with technical specialists at the Company to ensure the processes run smoothly.
Strong verbal and written communication skills, including experience with creating/presenting to internal audiences and working with spreadsheets – experience with Google Workspace (i.e., Google Sheets, Slides, etc.) a plus.
Strong analysis skills with thorough understanding of statistical analysis techniques.
Ease in moving between different levels of analysis – from “in the weeds” to the big picture.
Hands-on experience with Medallia platform a plus.
Experience in financial services, pharmaceutical, or biotech industries preferred.
Certified customer experience professional (CCXP) a plus.
PLEASE NOTE: Our client has mandated COVID-19 vaccination for their workforce, all external personnel providing services to our client are required to comply with this requirement.