Pointclickcare - Catonsville, MD
posted 3 months ago
The Customer Experience Market Research Manager at PointClickCare will play a pivotal role in enhancing the customer experience by working closely with the Insights Senior Director and collaborating with various stakeholders across the organization. This position is designed to define, govern, and measure the end-to-end customer experience, ensuring that the voice of the customer is central to all decision-making processes. The role is a 6-month contract, reflecting PointClickCare's commitment to delivering exceptional service in the senior care sector, leveraging over 20 years of experience and a rich dataset that enhances their market position. In this role, the manager will be responsible for developing, growing, and optimizing a Voice of the Customer program. This involves managing the relationship Net Promoter Score (NPS) and transactional customer feedback data collection and reporting. The manager will work to automate processes, integrate various data sources, and centralize reporting in collaboration with the Data Enhancement team. Additionally, the manager will design and execute ad hoc quantitative and qualitative research projects, utilizing a variety of research techniques to gather insights. The position requires the production of thoughtful, actionable insights derived from data analyses, in partnership with the Data Science team, to inform improvement efforts. The manager will also lead and participate in cross-functional initiatives, representing the voice of the customer and supporting customer experience journey mapping efforts. This role is crucial for ensuring that customer feedback is effectively utilized to enhance service delivery and overall customer satisfaction.