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

$91,000 - $98,000/Yr

Pointclickcare - Remote, OR

Full-time

Remote, OR

Professional, Scientific, and Technical Services

About the position

The Customer Experience Market Research Manager at PointClickCare will play a pivotal role in shaping the customer experience by 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 decision-making processes. The manager will be responsible for developing, growing, and optimizing a Voice of the Customer program, which is essential for understanding customer needs and preferences. In this role, the manager will oversee the collection and reporting of Net Promoter Score (NPS) and transactional customer feedback data. This includes automating processes, integrating data sources, and centralizing reporting in partnership with the Data Enhancement team. The manager will also design and execute ad hoc quantitative and qualitative research projects, utilizing a variety of research techniques to gather insights. A key aspect of this position involves producing actionable insights from data analyses in collaboration with the Data Science team, which will inform improvement efforts across the organization. Additionally, the manager will lead and participate in cross-functional initiatives to represent the voice of the customer and support customer experience journey mapping efforts, ensuring that customer feedback is effectively integrated into the company's strategic planning and operational processes.

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 partnership 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 of hands-on experience in marketing research and customer experience, including data collection and analysis.
• Developed analytic skills with the ability to integrate disparate data sources.
• Ability to apply insights to long-term strategic business issues and day-to-day business challenges.
• Expertise with Excel, PowerPoint, and PowerBI.
• Bachelor's degree in business, mathematics, or the sciences.

Nice-to-haves

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

Benefits

• Competitive salary range of $91,000 - $98,000 per year.
• Equal employment opportunity without discrimination or harassment.
• Accommodations available for candidates with disabilities during the selection process.