Customer Journey Analyst

How to Maximize
your opportunity to do rewarding work,
your future leadership potential,
and your career growth?

 

Join an Industry Leader
[Become one, too!]

Octapharma Plasma offers professional opportunities that make a meaningful difference. We enhance the lives of patients who need our life-saving medicines. We reward the donors who provide the plasma we collect to make them. And we inspire growth and development in the teams at our donation centers, offices, and labs. We invite you to do the same in this role:

Customer Journey Analyst

This Is What You’ll Do: 

• Compile customer journey pain points and utilize data to develop and implement project plans for key strategic initiatives to solve these problems.
• Using customer segmentation and feedback to fully understand our customer interactions, loyalty, and behavior and how those metrics impact the business.
• Work closely with marketing and operations to map out the holistic customer journey, identify bottlenecks and implement strategies to make the journey as enjoyable and seamless as possible.
• Analyze operational data about center performance, customer experience and retention, and other related metrics.
• Work closely with business analytics focusing on customer behavioral data to better understand gaps and opportunities.
• Using survey responses, online reviews, contact center feedback, and more channels to understand the voice of our customer and find opportunities to improve the overall customer experience.
• Use data to educate project teams and other departments about our customers and their needs.
• Collaborates with marketing, operations, business analytics, and other departments to develop key initiatives for process improvements.
• Identify metrics, including CSAT and NPS, to track regularly and ensure those metrics are linked to business outcomes.
• Research methods for improving customer retention and satisfaction across all centers while focusing on centers in most need of improvements.
• Complete routine reporting requirements to support weekly, monthly, and quarterly business reviews for the marketing department.

This Is Who You Are:

• Excellent interpersonal skills, strong written and verbal communication skills.
• Highly ambitious and ability to think outside of the box.
• Eager to share new ideas and contribute to a team.
• Self-motivated and willing to assume the initiative.
• Attentive to every detail.
• Capable of thriving while working independently.

This Is What It Takes:  

• Bachelor’s degree in Marketing, Business Administration, Computer Science, or a related field required
• Three to five years of working experience in marketing analytics, data strategy, or equivalent roles with an analytical focus
• Proven experience with data, analytics, and process optimization within an organization
• Experience with PowerBI
• Ability to track trends, find opportunities for improvement, and create strategies for execution based on customer data
• Understanding of how automation works and how to continuously streamline workflow processes within marketing operations
• A customer service focus with a drive to find solutions and passion for the customer and understanding their journey
• Basic experience with Smartsheet, Asana, or other project management tools

Do Satisfying Work. Earn Real Rewards and Benefits.

We’re widely known and respected for our benefits and for leadership that is supportive and hands-on.

• Formal training
• Outstanding plans for medical, dental, and vision insurance
• Health savings account (HSA)
• Employee assistance program (EAP)
• Wellness program
• 401 (k) retirement plan
• Paid time off
• Company-paid holidays
• Personal time

More About Octapharma Plasma, Inc.

With donation centers and team members throughout the U.S., Octapharma Plasma, Inc. collects plasma to create life-saving medicines for patients worldwide. We are growing at an impressive pace, and so is the positive impact of our work. Our community relies on teamwork, compassion, and expertise to get things done the right way, while making a meaningful difference in the lives we touch.

INNER SATISFACTION.

OUTSTANDING IMPACT.