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Posted April 7, 2023
Customer Experience Research Specialist
Agiliti | MN, US
Salary: $70,000–$90,000
RESEARCH • Identifies and applies appropriate research methodologies (both qualitative and quantitative) to support or consult on voice of customer business needs. • Collects and synthesizes quantitative and qualitative customer data (primary and operational), uncovering insights to formulate customer priorities. • Facilitates customer interviews and synthesizes information into key findings. • Creates customer journey maps to uncover and improve moments of truth and to use as a basis for strategic planning. • Identifies and develops key metrics/dashboards that monitor performance and effectiveness against customer goals and needs. COMMUNICATION/ACTION • Facilitates understanding of what is important to customers and how the organization is performing relative to customer needs. • Ensures stakeholders understand how to interpret and apply voice of customer (VOC) data. • Assures the organization integrates the voice of the customer as part of all experience design activities. • Simplifies complex data into actional feedback. PROJECT/PROGRAM MANAGEMENT • Manages all aspects of customer surveys to include administration, reporting and continued improvement (relationship, transactional and ad-hoc). • Manages customer reference program (administration and ongoing enhancements). • Manages and supports customer advisory board initiatives. • Project manages all other CX projects as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES • Demonstrates strong interest and dedication to CX with the ability to motivate and influence key stakeholders. • Comfortable presenting to executives. • Interprets data and insights to objectively and consistently drive CX objectives. • Communicates insights compellingly, verbal and written. • Builds reports that are intuitive and visually appealing. • Leverages curiosity to uncover root causes and elevate customer understanding. • Strong analytical capabilities. • Maintains a comprehensive, cross-functional understanding of business processes, production systems, enterprise-wide data warehouses/sources. • Proven project management skills and ability to multi-task and prioritize with high attention to detail. • Possesses strong business acumen and critical thinking skills to link data and information to company strategy. • Listening Skills - proficiency in active listening skills to broaden understanding, absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding. • System Thinker - able to see the big picture as well as the details • Communicates and collaborates well within and across organizational level. • Has exceptional problem solving-skills. QUALIFICATIONS • Bachelor’s degree in Business, Marketing, or related field • Minimum 3 years of experience in an insights or customer experience related role (B2B environment or healthcare preferred) • Proficient in using technology or software to analyze data and create visuals • Experience with survey tools and methodologies (Qualtrics preferred) • Experience with both structured and unstructured data • Strong advocate of change • Commutable distance to Minneapolis/St. Paul metro area
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Rachel McKinnon
(952) 607-3033
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