Analista de servicio al cliente en Sun Chemical proporcionando asistencia y resolviendo problemas. Manteniendo registros de clientes y colaborando con equipos internos.
About the role
- Senior Analyst driving customer experience initiatives at CVS Health. Collaborating with teams to analyze feedback and improve healthcare delivery.
Responsibilities
- Assist with collecting and elevating quantitative and qualitative customer feedback survey data.
- Support rigorous analyses of customer feedback, journeys, and pain points to uncover valuable insights.
- Support regular updates to key business partners by preparing dashboards and presentations to share the customer story with broad audiences.
- Monitor trends, interpret feedback, and translate analysis and insights into compelling narratives used to collaborate with business partners to develop action plans.
- Promote feedback among Clinical and frontline colleagues to influence the design and development of the patient experience.
- Manage ad hoc customer insights data pulls and support projects, including cross-tab creation, results reporting, and presentation building.
- Provide program support, including managing communications, scheduling, end-user training, data management, and assisting with vendor and stakeholder management.
- Assist in ongoing management of feedback collection technology.
- Maintain a program used to identify high-risk feedback requiring follow-up from a resolutions team, including reports of service issues and complaints.
Requirements
- 2+ years' experience analyzing customer insights or related
- 2+ years' experience creating reports and dashboards, performing statistical analyses, using Tableau, Excel, or similar software
- 2+ years' experience using PowerPoint or similar to create presentations
- 2+ years' experience of intermediate project/program management skills, including project planning, resource planning, and scenario planning
- 2+ years' experience manipulating and querying data, performing statistical analyses and/or basic knowledge of statistics
- Experience with CX vendors: Medallia / Qualtrics / CSpace / Forrester, etc. Medallia experience is highly preferred
- Clear verbal and written communication skills including email and PowerPoint presentations, and comfortable sharing with diverse audiences.
- Support building strong cross-functional relationships with stakeholders.
- Passion for customer insights, data analytics, and storytelling with data.
- Experience sharing insights to inspire innovation and persuade improvement.
- Demonstrated attention to detail
- Primary research experience; experience leveraging data & analytics to generate insights
- Basic knowledge about Healthcare Industry and customer insights
- Education Requirements Bachelor's Degree in Statistics, Business, Social Sciences, or equivalent (HS Diploma + 4 years of relevant experience) required
Benefits
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
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