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 collaborating with various stakeholders across the organization. This position is designed for a six-month contract and will involve working closely with the Insights Senior Director to define, govern, and measure the end-to-end customer experience. The successful candidate will be responsible for developing and optimizing a Voice of the Customer program, ensuring that customer feedback is central to decision-making processes. This role requires a strategic mindset to manage relationship NPS and transactional customer feedback data collection and reporting, which includes automating processes, integrating data sources, and centralizing reporting in partnership with the Data Enhancement team. In addition to managing customer feedback, the Market Research Manager will design and execute both quantitative and qualitative research projects using various research techniques. The role demands the ability to produce thoughtful and actionable insights from data analyses, collaborating with the Data Science team to inform improvement efforts. The candidate will also lead and participate in cross-functional initiatives to represent the voice of the customer and support customer experience journey mapping efforts. This position is crucial for ensuring that PointClickCare remains at the forefront of customer-centric decision-making in the healthcare technology space.