Full-time Position
Voice of Customer /Customer Experience (VoC/CX) Specialist
The Marketing team at Genetworx is growing and seeking an experienced VoC/CX Specialist with dedicated focus on all aspects required to deliver a 360-hollistic customer view for internal stakeholders.
The individual in this role will work cross-functionally and cross-organizationally to ensure customers receive a seamless, best-in-class deliverable, and they value the insights and analytics services. This role will report into the VP, Marketing Operations and will be an integral member of the team.
Responsibilities:
Tasks involved will include, but are not limited to:
- Develop, manage, deploy, analyze and report on customer surveys in order to develop growth and engagement strategies, understand purchasing cycles and behaviors, achieve sales targets, drive retention and repeat business
- Data analytics, data extractions and matching data between multiple systems and formats
- Manage large data sets for both B2B and DTC customers
- Create and expand upon reporting tools, dashboards and research plans related to our customers
- Collaborate with stakeholders to understand departmental and corporate goals in order to align with the development of VoC research initiatives and strategies
- Continuous assessment of UX across all business segments to deliver the best possible customer experience
- Translate raw data into compelling presentations and action plans to present to leadership and cross-departmental stakeholders
- Provide data supported prioritization recommendations based on customer insights
- Support understanding of analysis and consistent adoption of VoC/CX strategies across the enterprise
- Develop project plans, lead cross-functional stakeholder meetings, drive decision making and maintain critical path timelines
- Contribute towards defining and achieving KPIs
- Work independently with cross functional teams across multiple layers within the organization with individuals that are both on and off-site
- Work independently with guidance from leadership to achieve overall goals and objectives
Requirements:
- Bachelor’s degree in marketing, statistics, mathematics, or economics
- 3+ years in VoC/CX roles, preferably in Pharma, healthcare, health and wellness a plus
- 3+ years of experience with data collection, data cleaning, evaluation, reporting, and analysis
- Experience in B2B and DTC
- Experience managing and coordinating multiple projects across internal teams which may be at different locations
- Extensive experience with Microsoft Office (Excel and PowerPoint high efficiency)
- Knowledge of: SQL, SAS, Tableau, and other database technologies, Google Analytics, Adobe Omniture, WebTrends
- Knowledge of statistical modeling techniques, segmentation, research, lifetime value, ROI, a plus written and verbal communication skills
Who you are:
- Passionate about data and equally excited about translating raw data into visuals that allow your teammates to understand and leverage the data in order to grow and improve
- Flexible, nimble, and thrive in a start-up environment that includes a high level of collaboration
- Highly analytical and organized, with strong written and verbal communication skills