Voice of Customer Analyst

The Opportunity

QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most – home to hospital, lab to clinic.

Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.

The Role

As we continue to grow as QuidelOrtho, we are seeking a Voice of Customer Analyst to join our Global Voice of Customer team. This role is critical in capturing, analyzing, understanding and representing the needs, preferences and voice of QuidelOrtho global customers. Additionally, this role will support activities to drive customer experience education and culture throughout the organization. Strong analytical skills, excellent communication abilities and having a service-oriented mindset is essential to the success in this role. This role is responsible for leading the design and implementation of listening posts to gather specific information from multiple personas to drive change.

This is a remote based position in the US, reporting to the Senior Manager, Global Voice of Customer.

The Responsibilities

• Perform advanced technical setup on experience management software.

• Design, implement and analyze end-to-end global customer journey feedback using a wide variety of methods and channels, including surveys, frontline feedback, social media and consumer reviews.

• Develop and maintain dashboards and reports that clearly communicate insights to stakeholders.

• Collaborate cross functionally to understand and incorporate key metrics and operational data with voice of customer data.

• Ensure the quality and reliability of feedback data through effective validation and verification processes.

• Combine business acumen and ability to create clear presentations with actionable insights and recommendations to improving products, services, or processes that results in aiding executives to make informed decisions and overall enhance the customer experience.

• Maintain and troubleshoot experience management software.

• Support customer journey mapping activities.

• Perform other work-related duties as assigned.

The Individual

Required:

• Education: B.A. or B.S. degree in Business, Marketing, Biological Science, or related field

• Experience: 5+ years in Medical Diagnostics work or customer-facing role experience

• Knowledge of diagnostic marketing, sales and/or experience management software

• Experience with data mining and data visualization

• Superb written and verbal communication

• Excellent attention to detail, troubleshooting abilities, and problem-solving skills

• Work on multiple projects concurrently, at various stages of development, with a natural aptitude for organization, and creating deadline-driven deliverables

• Curious and comfortable to learn advanced software

• Proficiency with Microsoft programs (Power Point, Excel) required

• Prior Training or facilitation experience

• Travel: up to 10%

Preferred:

• Understanding of key voice of customer metrics is a plus

• Experience with Qualtrics or other experience management software

Key Working Relationships

• Collaborate cross functionally to understand and incorporate key metrics and operational data with voice of customer data

• Collaborate with global leaders to understand customer journey and interactions. May require meetings outside of normal working hours.

• Collaborate with vendors to build and implement listening posts including surveys and other voice of customer technology

The Work Environment

The work environment characteristics are representative of an office environment. Must have the discipline, organization skills and self-motivation to work autonomously in a home office environment.

The Physical Demands

No strenuous physical activity. Must be physically able to travel up to 10%. Travel includes airplane, automobile and overnight hotel.

Salary Transparency

The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on the facts and circumstances of each case. The salary range for this position is $80,000 to $100,000 and is bonus eligible.  QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time), and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.

Equal Opportunity

QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform the duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at [email protected].

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