Customer Experience Specialist

The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the world's top authorities in health and science to develop quality standards for medicines, dietary supplements, and food ingredients. USP's fundamental belief that Equity = Excellence manifests in our core value of Passion for Quality through our more than 1,300 hard-working professionals across twenty global locations to deliver the mission to strengthen the supply of safe, quality medicines and supplements worldwide. At USP, inclusivity for all is valued, and building a culture with meaningful opportunities for mentorship and professional growth is recognized as important. From the standards created to the partnerships built and the conversations fostered, the value of Diversity, Equity, Inclusion, and Belonging in building a world where everyone can be confident of quality in health and healthcare is affirmed. Customer Experience Specialist (Voice of Customer) is responsible for supporting the Voice of Customer program. This role involves assisting in the collection and analysis of customer feedback to generate actionable insights that drive improvements in customer satisfaction, loyalty, and overall experience. The Analyst will work closely with the Senior Manager CX VoC to identify opportunities for VoC mechanism expansion, enhancement, or integration, as well as collect and analyze VoC and KPI data impacting customer experience. In this role at USP, you contribute to USP's public health mission of increasing equitable access to high-quality, safe medicine and improving global health through public standards and related programs. As part of the commitment to employees, Global, People, and Culture, in partnership with the Equity Office, regularly invests in the professional development of all people managers. This includes training in inclusive management styles and other competencies necessary to ensure engaged and productive work environments. The Customer Experience Specialist (Voice of Customer) has the following responsibilities: VoC Program Support: - Support the design, management, and implementation of customer feedback collection methods. - Coordinate with USP teams to collect VoC data, KPIs, and customer behavior impacting Customer Experience. - Collaborate with the survey design team on survey questions and deployment. Data Analysis & Reporting: - Collect, organize, and analyze VoC data received through various channels. - Develop reports and dashboard visualizations to generate insights from the VoC data. - Monitor Salesforce CRM case management SLAs and KPIs, identify pain points and areas for improvement. Program Improvement & Innovation: - Continuously evaluate and enhance the collection and utilization of customer feedback. - Stay up-to-date with industry trends and emerging practices in data and business analytics, customer experience, and feedback mechanisms. Education & Experience: - Bachelors degree in data science, data analytics, business analytics, or a related field. - 2-4 years of experience in data analytics or related fields, focusing on VoC programs. Skills & Competencies: - Strong analytical skills with the ability to develop reports, interpret complex data, and derive actionable insights. - Excellent communication skills. - Proficiency in VoC and CX management tools such as Medallia, Qualtrics, Salesforce, Adobe Analytics, Tableau, and MS Excel. - Strong project management skills with a customer-centric mindset. Supervisory Responsibilities: Nil Benefits: USP provides comprehensive benefits to protect yourself and your family, including company-paid time off, healthcare options, and retirement savings for personal and financial well-being protection.,