Voice of the Customer Analyst
About Us
Reify Health is paving the way to faster, predictable, and more accessible clinical trials. Through its business entities, StudyTeam and Care Access, the company provides best-in-class trial optimization software and transformative clinical trial infrastructure that delivers research directly to more healthcare providers, communities, and patients wherever they are. Through partnerships with top biopharma companies, thousands of research clinics worldwide, and leading healthcare & community organizations, Reify Health is helping bring new medicines to patients faster, one trial at a time.
By joining our Sponsor Adoption & Delight team as Voice of the Customer Analyst, you will help us design, monitor and measure our customer experience program.
As the Voice of the Customer (VoC) Analyst, you will play a crucial role in improving sponsor customer loyalty and delight by moving the company to action using voice of customer insights. You have worked in customer success and are passionate about customer data, with a proven history of driving insights that improve the customer experience. You'll come with a strong understanding of customer experience analytics and the ability to tell a compelling story with data.
You will partner with leaders across the organization to execute new customer listening programs and refresh existing programs as needed to provide a more holistic voice of our sponsor customers. You will come ready to dive deep into customer journeys to understand and empathize with customer pain points and identify opportunities with respect to customer engagement, business strategy, and quality of service.
3 Key Characteristics of a Good Fit
- Dynamic - You are passionate about customers and are excited to engage with them on how to improve their experiences
- Adaptable - Must be able to thrive in a fast and unpredictable environment
- Builder - Our team has a passion for BUILDING meaningful things
Voice of the Customer Program
- Design and lead new and emerging VoC programs that provide the organization with actionable customer experience insights. This includes survey design and operations, reporting, analysis, and the closed loop process
- Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders
- Inspire the organization to listen, understand and act on customer feedback as an effective data-driven storyteller
- Identify deliverables and dependencies needed from cross-functional business partners to support customer experience projects and drive delivery and execution of those deliverables
- Partner with members of the training and customer support organizations to create customer advocacy and training programs to deepen core competencies in areas that support customer capabilities and enable employees to work with a customer-centric mindset
Customer Experience Analytics
- Manage the current product experience and analytics tool for our sponsor product as well as future tools
- Identify and implement KPIs/metrics and reporting that measures the effectiveness of customer experience improvements/new solutions etc.
- Translate insights into a prioritization framework to maximize growth, retention and customer loyalty that will influence and inform the roadmap planning process across Customer Success
- Analyze customer feedback from multiple data sources (e.g., relationship NPS program, transactional listening posts) to determine top-line results, significance of trends and impact on business and customer/partner health
- Translate quantitative and qualitative insights from the voice of the customer and the employee into actionable requirements that drive meaningful enhancements across new and existing systems, processes and capabilities
- 2+ years' experience in customer service operations, product management or digital strategy role focused on customer experience
- Bachelor's degree or equivalent a plus
- Experience in the field of customer experience management, CSAT/NPS/VOC programs
- Effective Stakeholder management with the ability to interact and influence at a senior level across a wide range of teams
- Effective communication and presentation skills, with a high level of initiative, judgment, and ability to be both assertive and influential, across levels and teams
- Attention to detail and ability to hold stakeholders accountable, but also ability to see the bigger picture connecting the dots across teams in order to drive initiatives forward and deliver on business outcomes.
- Experience creating and managing projects using Asana, Jira, or similar project management tools
- Focused individual who is eager to make an impact quickly in a rapidly changing environment, against tight deadlines and is comfortable measuring and communicating success
- Understands the economics of customer experience and how customer experience metrics can positively impact revenue, customer loyalty and growth and is comfortable with data analytics and tying metrics to business value
We value diversity and believe the unique contributions each of us brings drives our success. We do not discriminate on the basis of race, sex, religion, color, national origin, gender identity, age, marital status, veteran status, or disability status.
Note: Reify Health is unable to sponsor work visas at this time. If you are a non-U.S. resident applicant, please note that Reify works with a Professional Employer Organization.
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