Voice of the Customer Analyst at Reify Health

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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

  1. Dynamic - You are passionate about customers and are excited to engage with them on how to improve their experiences
  2. Adaptable - Must be able to thrive in a fast and unpredictable environment
  3. Builder - Our team has a passion for BUILDING meaningful things
What You Will Be Working on

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 storytelle
  • 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
What You Bring to Reify Health
  • 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.

NoteReify 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.

For a detailed overview of Reify Health's privacy policy, please visit www.reifyhealth.com/privacy-policy.

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Technology we use

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An Insider's view of Reify Health

How would you describe the company’s work-life balance?

We’re all passionate about the work we’re doing and with that comes trust that everyone is getting their work done, especially when working remotely. However Reify understands there’s more to life than work, and in addition to the several wellness-days offered throughout the year, our flexible PTO policy allows for time off when needed!

Emily

Marketing Associate

What does your typical day look like?

My mornings are all about responding to emails and following up with applicants! For myself, I find it to be super important to follow up with applicants asap. After lunch, it's time to get on the phone, follow up with the hiring manager's I support, and partner with teammates on various people/DEI initiatives!

Mike

Senior Talent Acquisition Partner, Technology

What makes someone successful on your team?

At Reify, all engineers have a voice in improving the engineering process and the technologies we use. A successful engineer at our company is one who constantly evaluates and learns new frameworks, libraries, and processes that can improve product quality and developer experience. Everyone is empowered to be a change agent and stay curious.

Gladys

Senior Director, Engineering

How do you make yourself accessible to the rest of the team?

I try to be approachable and work to create an environment where people are comfortable reaching out for updates and support. I practice flexibility and situational leadership as team members have different communication styles and preferences.

Katy

Chief Financial Officer

What projects are you most excited about?

The projects that get me excited to come to work each day are those that help our Customer Success team to be more efficient and effective. Our main focus in Operations is to build tools and processes that allow Customer Success to spend their valuable time having meaningful interactions with our users.

Haley

Manager, Customer Success Operations

What are Reify Health Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Mental Health Benefits
Mental Health Wellness Days Off.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Customized development tracks

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