Program Manager, Voice of the Customer

What Market Intelligence & Analytics contributes to Cardinal Health

Marketing is responsible for assessing customer needs, market conditions and competition to inform business strategy. Marketing implements the strategy through developing, commercializing and monitoring the appropriate products and services.

Market Intelligence & Analytics is responsible for market data/information, other business analytics in support of marketing.

Responsibilities

Program Development and Management:

• Design and implement a comprehensive Voice of the Customer program to capture, analyze, and act on customer feedback

• Develop and maintain a roadmap for the VoC program, ensuring alignment with the company’s strategic goals

• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of VoC initiatives

Customer Insights and Analysis:

• Gather and analyze customer feedback from various channels, including surveys, social media, and customer support interactions

• Identify key trends, pain points, and opportunities for improvement in the customer experience

• Present actionable insights to senior leadership and other stakeholders to inform decision-making and drive customer-focused improvements

Cross-Functional Collaboration:

• Lead cross-functional teams in the development and execution of initiatives based on VoC insights

• Serve as the internal advocate for the customer, ensuring that the customer’s voice is heard and prioritized in business decisions

Customer Experience Improvement:

• Identify and recommend enhancements to products, services, and processes based on customer feedback

• Collaborate with teams to design and implement solutions that address customer pain points and enhance the overall customer experience

• Monitor the impact of implemented changes and continuously seek opportunities for further improvement

Reporting and Communication:

• Develop and maintain regular reports and dashboards to track VoC metrics and share insights with stakeholders

• Communicate VoC findings and progress to senior leadership, ensuring transparency and alignment with company objectives

• Facilitate regular feedback sessions and workshops to engage employees at all levels in the VoC program

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field, preferred; MBA or advanced degree is a plus

• 8+ years of experience in a customer insights, customer experience, or related role, with at least 3 years in program management, preferred

• Certification in customer experience (CCXP) or related credentials, preferred

• Strong analytical skills, with experience in data analytics, survey design, and customer feedback tools (e.g. Qualtrics, Tableau, Alteryx)

• Proven ability to drive cross-functional initiatives and lead teams without direct authority

• Excellent communication and presentation skills, with the ability to convey complex insights to a variety of audiences

• Experience working in a fast-paced environment with a focus on customer-centric growth

• Strong project management skills, with the ability to manage multiple priorities and deadlines

• Experience in the pharmaceutical distribution industry, preferred

• Familiarity with customer journey mapping and experience design principles

What is expected of you and others at this level

• Manages department operations and supervises professional employees, front line supervisors and/or business support staff

• Participates in the development of policies and procedures to achieve specific goals

• Ensures employees operate within guidelines

• Decisions have a short term impact on work processes, outcomes and customers

• Interacts with subordinates, peers, customers, and suppliers at various management levels; may interact with senior management

• Interactions normally involve resolution of issues related to operations and/or projects

• Gains consensus from various parties involved

Anticipated salary range: $103,500 - $145,700

Bonus eligible: Yes

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• Medical, dental and vision coverage
• Paid time off plan
• Health savin