Firmwide Outsourced Solutions and Managed Services Manager, CX- Research Analyst - Location Flexible

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

*All locations may be considered for this position with hybrid flexibility.

 

Outsourced Solutions and Managed Services Manager, CX- Research Analyst 

RSM is a leading provider of audit, tax, and consulting services to middle-market businesses and entrepreneurs across a broad range of industries. RSM’s Outsourced Solutions and Managed Services team provides a strategic bridge between business development, practice leadership, customers, and internal operations. This newly created team offers the opportunity to work in a startup type environment and help build the offering from the beginning and help shape the future of the Managed Services Practice. We are currently seeking an Outsourced Solutions and Managed Services Manager, CX- Research Analyst.

As a Client Experience Research Analyst within the client experience team, this individual will coordinate with our Qualtrics Developer to conduct and improve the surveying and client experience initiatives within outsourced solutions at RSM. This individual will be responsible for survey creation, distribution, and optimization to help gain an understanding of our clients while also driving continuous service improvement. This resource will also partner with product management leaders from individual service lines across the company to identify, design, and lead change initiatives. Your efforts will directly contribute to delivering a superior client experience and operational excellence. 

Job Responsibilities:

• Design and develop scalable client surveys across the client lifecycle  

• Work with service delivery teams to optimize and automate where appropriate 

• Automate workflows with tooling including but not limited to ServiceNow, PowerBI, and Qualtrics 

• Maintain and distribute trends and reporting from client experience dashboard for post transition, CSAT, Case Resolution, and exit surveys 

• Attend frequent meetings to collaborate with your peers, prioritize features and workflows, and consistently deliver value 

• Participate and deliver as a part of large scale, cross-functional initiatives 

• Work directly with cross-function stakeholders and users of the tools and dashboard 

• Interpret survey results and extract appropriate theme analysis through automation 

Required Qualifications and Experience:

• Minimum of 5 years of relevant experience in data analysis, client experience, or similar background 

• Experience with surveying script platform Qualtrics 

• Bachelor’s degree in Information Technology, Business Administration, Data Analytics (or similar) or a related experience 

• Interest in the fields of market research, data analytics, and consumer behavior