Consultant, Voice of Customer/Customer Experience

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 Support

• Support the execution, maintenance, and continuous improvement of a comprehensive Voice of the Customer (VoC) program to capture, analyze, and act on customer feedback

• Contribute to development and maintenance of a roadmap for the evolving Customer Experience/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

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

• Serve as an internal advocate for the customer, working to ensure 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 document and track 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 stakeholders, ensuring transparency and alignment with company objectives

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

Qualifications

• Bachelor's degree in related field, or equivalent work experience, preferred

• 4-8 years of related experience, preferred

• 3+ years of experience in a customer insights, customer experience, or related role, preferred

• Strong analytical skills, with experience in data analytics, survey administration, and customer feedback tools, preferred

• Familiarity with general research, customer experience, and voice of customer principles, preferred

• Experience working in Qualtrics preferred

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

• 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

What is expected of you and others at this level

• Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects

• May contribute to the development of policies and procedures

• Works on complex projects of large scope

• Develops technical solutions to a wide range of difficult problems

• Solutions are innovative and consistent with organization objectives

• Completes work independently; receives general guidance on new projects

• Work reviewed for purpose of meeting objectives

• May act as a mentor to less experienced colleagues

Anticipated salary range: $80,900 - $127,050

Bonus eligible: No

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 savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)