Our Client is seeking a CX Manager that supports the execution and adoption of organization’s Voice of the Customer (VoC) program. This role focuses on translating consumer feedback into actionable insights, engaging stakeholders to promote the use of VoC dashboards and reports and supporting continuous improvement efforts. Working under the guidance of the Program Manager, this role will help ensure consumer insights are consistently understood, trusted, and acted upon across the organization.
Responsibilities:
- Customer advocate: Brings customer feedback, pain points, and needs into conversations, decisions, and planning
- Insight translator: Interprets survey data, comments, and metrics into clear, actionable insights for teams and leaders
- Connector: Bridges the gap between customers, analytics teams, and business stakeholders to ensure alignment
- Change driver: Promotes improvements based on customer insights and helps teams prioritize actions that improve the experience
- Culture builder: Encourages a customer-centric mindset by sharing learnings, success stories, and best practices
- Feedback steward: Ensures feedback loops are closed by tracking actions taken and communicating outcomes back to stakeholders
Requirements
- Bachelor’s degree (or equivalent experience) in Business, Marketing, Communications, Analytics, Public Health, Psychology, or a related field
- 2-5 years of experience in consumer insights, analytics, customer experience, or a related role
- 1-3 years of experience in healthcare analytics, patient experience, consumer insights, quality improvement, or a related healthcare support role
- Strong written and verbal communication skills
- Experience working with dashboards or reports (e.g., Medallia, Qualtrics, Power BI, Tableau, , Excel)
- Hands-on experience working with patient or consumer feedback (e.g., surveys, comments, complaints, reviews)
- Familiarity with healthcare experience metrics (e.g., CAHPS, OSAT, CES, NPS, loyalty, access measures)
- Basic understanding of healthcare workflows (clinical, access, billing, digital, or revenue cycle preferred)
- Experience summarizing qualitative feedback into clear themes or takeaways
- Strong written and verbal communication skills; able to explain insights clearly and concisely
- Experience helping clients operationalize feedback into actions and improvements
- Exposure to patient experience, quality, or service excellence initiatives
- Experience using survey platforms (e.g., Medallia, Qualtrics, Press Ganey, Forsta)
- Experience using dashboards or reporting tools (e.g., Power BI, Tableau, Qlik, Medallia, Qualtrics)
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