Customer Service Representative supporting Asia customers for Teledyne Technologies. Responsible for processing orders, customer service requests, and compliance coordination from Tokyo office.
About the role
- Manager of Healthcare Delivery Customer Experience at CVS Health responsible for patient advocacy and operational excellence. Overseeing customer insights and reporting for healthcare delivery lines of business.
Responsibilities
- Responsible for the day-to-day operations of the customer experience program for CVS’ Healthcare Delivery lines of business
- Reporting, providing actionable insights that deliver business results
- Acting as a voice of the customer champion to advocate for our patients
- Supports Customer Experience Measurement with regular project management elements
- Collect and elevate quantitative and qualitative customer feedback survey data
- Plan, prioritize, and support rigorous analyses of customer feedback, journeys, and pain points to uncover valuable insights
- Provide regular updates to key business partners using dashboards and presentations
- Monitor trends, interpret feedback, and translate analysis and insights into actionable plans
- Design systems to promote feedback among Clinical and frontline colleagues
- Manage ad hoc customer insights data pulls and support projects
- Collaborate and coordinate cross-functionally to maintain a program to identify high-risk feedback requiring follow-up
Requirements
- 5+ years’ experience analyzing customer insights, or related
- 3+ years’ experience creating reports and dashboards, performing statistical analyses, using Tableau, Excel, or similar software
- 3+ years’ experience using PowerPoint or similar to create presentations
- 3+ years’ experience of intermediate project/program management skills, including project planning, resource planning, and scenario planning
- 3+ years’ experience manipulating and querying data, performing statistical analyses and/or basic knowledge of statistics
- Experience managing CX vendors: Medallia / Qualtrics / CSpace / Forrester, etc.
- Medallia experience is highly preferred
- Self-motivated and eager to take ownership of projects
- Clear verbal and written communication skills including email and PowerPoint presentations
- Able to build strong cross-functional relationships with stakeholders
- Passion for customer insights, data analytics, and storytelling with data
- Experience sharing insights broadly across an organization to large teams and corporate leadership
- Demonstrated attention to detail
- Proven innovative problem-solving abilities and decision-making skills
- Basic knowledge about Healthcare Industry and customer insights
- Education Bachelor's Degree in Statistics, Business, Social Sciences, or equivalent (HS Diploma + 4 years of relevant experience) required
- Master’s Degree in a relevant field preferred
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
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access
- Many other benefits depending on eligibility
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