(US) Customer Experience Market Research Manager (6 month contract)

$91,000 - $98,000/Yr

Pointclickcare - Catonsville, MD

Full-time - Mid Level

Catonsville, MD

Professional, Scientific, and Technical Services

About the position

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.

Responsibilities

• Develop, grow, and optimize a Voice of the Customer program.
• Manage relationship NPS and transactional customer feedback data collection and reporting.
• Automate processes, integrate data sources, and centralize reporting in partnership with the Data Enhancement team.
• Design and execute ad hoc quantitative and qualitative research projects using various research techniques.
• Produce actionable insights from data analyses in collaboration with the Data Science team.
• Lead and participate in cross-functional initiatives to represent the voice of the customer.
• Support customer experience journey mapping efforts.

Requirements

• 5 years hands-on experience in marketing research and customer experience.
• Strong analytic skills with the ability to integrate disparate data sources.
• Ability to provide insights into long-term strategic business issues and day-to-day business challenges.
• Expertise in Excel, PowerPoint, and PowerBI.
• Bachelor's degree in business, mathematics, or the sciences.

Nice-to-haves

• Understanding of the healthcare industry.
• Previous experience in a SaaS organization.

Benefits

• Competitive salary range of $91,000 - $98,000 per year.
• Opportunity to work in a remote environment.
• Comprehensive total rewards package including salary and benefits.