CX Advisor

Company Description

Press Ganey is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 

• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 

• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 

• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 

• Better together: We check our egos at the door. We work together, so we win together. 

The Advisor owns the adoption and success of Consumerism (CX) products in their user base and has a deep understanding of the healthcare marketing landscape including industry trends and key challenges and priorities.

Advisors partner with Press Ganey clients and work cross-functionally with internal team members, primarily HX CSMs, to identify solutions to meet client challenges.

Through alignment with the delivery and client success teams, Advisors ensure that improvement processes are implemented timely and align with the client’s CX strategy.  Advisors will leverage analytics, best practices, client networking and industry programs to provide proactive insights in the support of client’s increased adoption and success with the CX products.

Duties and Responsibilities

• Deeply understand the unique challenges that client stakeholders face, with an equal understanding of how PG CX products and insights align to and support decision making for priorities.
• Track client usage of PG products and partner with HX CSMs to improve and increase adoption of the CX products
• Provide feature overviews and deep dives to key clients when new functionality becomes available
• Provide on-demand improvement support and proactive analytic insights to engage clients in PG’s differentiating value and service in the CX space.
• Collaborate with thought leadership, BU Leadership, consulting, knowledge management, marketing, data science, and internal departments to create, adapt, and drive innovation in resources including analytics, social posts, blogs, case studies and other externally facing insights-at-scale
• Collaborate with BU, product, technology, delivery and thought leadership to identify market trends and provide feedback for new feature ideas.
• Coordinates regular cadence of client performance overview presentations in coordination with the HX CSMs and Growth teams
• Support and lead industry programs, online communities, webinars and events, etc., aimed at networking like clients to support Press Ganey’s value proposition.

Qualifications

• Minimum 5 years’ experience in healthcare field related to the improvement of the Consumer Experience.
• Excellent interpersonal, communications, listening, and presentation skills
• Solid working knowledge of improvement methodology, best practices, and data analytics
• Ability to travel up to 25% to provide client support both virtually and onsite, via webinar/group meeting or individual consultation
• Ability to work in a fast