Customer Insights Manager

Posting Date 1 month ago(12/17/2020 10:45 AM)
Requisition ID
2020-8269
Job Location(s)
Bloomington IN United States
Travel
None
Position Type
Full Time
Company
Cook Medical Holdings
Category
Business Insights

Overview

Cook Medical is committed to changing the way we work with and support our customers by putting their needs at the center of all we do. The Customer Insights Manager position is responsible for delivering insights about customer needs, expectations, and interactions with the company's people, systems, products, and services to drive higher quality customer interactions and improved business outcomes.

Responsibilities

• Collaborates with Marketing function to ensure alignment of customer feedback efforts with CX culture, strategy, and objectives
• Prepares annual work plan, including CX projects, timelines, budget, resources, and technology requirements
• Assists with the development and maintenance of customer personas and journey maps
• Develops a process and standards for listening, interpreting, and monitoring customer feedback to ensure global consistency
• Leads qualitative and quantitative primary research projects to gather deeper customer insights
• Performs analyses of sales and operational data to assess the impact of customer experience on business outcomes
• Reports CX metrics and sets alerts to facilitate a closed-loop feedback process
• Works with business teams to turn customer insights in to actions

• Must remain current on best practices, methodologies, and technology within the rapidly growing field of Customer Experience and Market Research
• Must be able to drive results, facilitate cross-functional meetings and workshops, influence others, and foster collaboration
• Must effectively communicate plans, concepts, design rationale, and findings to the organization
• Must possess strong primary research, analytical, problem solving, and judgment skills
• Must be highly organized, detail oriented, flexible, and manage time effectively in a fast pace environment
• Must maintain all training requirements for the position, while seeking out opportunities for continuous development and growth
• Adhere to the Quality Management System and its processes to meet FDA 21 CFR 820, ISO 13485, and other applicable regulatory requirements

Qualifications

• Bachelor's degree in Business, Statistics, Cognitive/Behavioral/Social Science, or related field
• Graduate level relevant coursework strongly preferred
• Minimum 3 years experience in qualitative and quantitative primary research required
• Experience in B2B or medical device industry preferred
• Proficiency in Microsoft Office suite, Qualtrics, and Qlik (or equivalent)
• Understanding of descriptive and inferential statistics required
• Experience working with large varied datasets preferred

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