Customer Experience Manager - Analytics & Reporting at Varian (Atlanta, GA)

| Atlanta, GA
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Together, we can beat cancer.

At Varian, a Siemens Healthineers Company, we bring together the world's best talent to realize our vision of a world without fear of cancer. Together, we work passionately to develop and deliver easy-to-use, efficient oncology solutions.

We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what's possible, to improve people's lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.

If you want to be part of this important mission, we want to hear from you.

The Customer Experience Manager (CEM) is responsible for driving customer growth, adoption and success with Varian. Success in the role will be measured by delivering an outsized impact on customers' satisfaction. This role requires understanding and navigating through oncology workflow, synthesizing complex technical data capabilities and support resources. This role will create and execute on the vision for the Customer Experience Analytics & Insights organization. The ideal candidate is passionate about measuring, understanding, and transforming customer experience.

The Customer Experience Manager (CEM) position is the customer's navigational guide throughout each phase of the customer's journey from onboarding to renewal. The CEM works with customer contacts up to the CXO level, as well as, internal department contacts to provide a high-touch experience for strategic customers.

Primary responsibilities:
  • Create and execute on the vision for the Customer Experience Measurement, for Data & Analytics organization.
  • Define, develop, and drive adoption of input metrics that drive user engagement, customer satisfaction and business impact
  • Support Journey Owners and the broader Leadership organization by providing world-class analytics, insights, and self-service tools
  • Manage prioritization and trade-offs across the needs of the product organization, investments in infrastructure, innovation in metrics, and high levels of operational excellence
  • Work closely across data engineers, engineering teams, product managers, Product marketing manager and leadership to enable rapid, measurable, improvements in customer experience
  • Manage data analysis, and interpretation, including customer analysis/modeling for product and service use, satisfaction, adoption, and risk of defection, and communicate insights and recommendations tailored to the needs of different stakeholders to drive action
  • Define projects, objectives, and prioritization for the team as well as for specific areas of assigned responsibility.
  • Jointly own delivery of identified business results and targeted KPIs working directly with partner business teams on implementation through front-line operational readiness.
  • Demonstrate compelling presence in presentations to Executive Leadership on areas of assigned responsibilities and coach others within the extended working teams to be successful as well.
  • Model leadership and a caring persona to build enduring personal relationships with analysts, peers, and external partners


Minimum requirements:
  • 3+ years of experience providing support and guidance to the most senior levels of leadership
  • Experience with large-scale data warehousing and business intelligence
  • Demonstrated ability of working in complex environments to drive business process change
  • Demonstrated ability to deliver both strategic and tactical results from inception to completion
  • Excellent planning and execution skills. Meticulous and methodical, detail oriented with experience diving deep and asking the right questions
  • Ability to establish strategy and drive execution with tangible results.
  • Strong quantitative and qualitative analytical skills with ability to distill large data sets into meaningful insights and takeaways
  • Excellent communication skills and good data storyteller
  • Demonstrated ability to drive change management and work successfully in a highly cross-functional, matrix organization
  • Highly developed 'influencing without authority' skills


Required Certifications and Training: PMI certification is desired.

#LI-OSS1

To ensure compliance with applicable legal requirements in the U.S., including the federal COVID-19 vaccination mandate, all U.S. employees must be fully vaccinated for COVID-19, subject to legally required and approved accommodations.

Fighting cancer calls for big ideas.

We envision a world without fear of cancer. Achieving this vision takes dedication and commitment from all of us, every single day. That's why we celebrate and value the distinctly beautiful and intersectional identities of each of our employees. We are a mirror of our patient-base, which allows us to innovate. Big ideas come from everywhere, and the best ideas are fostered by our unique individual experiences. At Varian, we encourage you to bring your whole self to work and believe your bold and authentic perspective will help to power more victories over cancer.

#TogetherWeFight

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More Information on Varian
Varian operates in the Biotech industry. The company is located in Palo Alto, CA. Varian was founded in 2022. It has 10000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 18 open jobs at Varian, click here.
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