Customer Experience Specialist

Role Overview: As a Customer Experience Specialist (Voice of Customer) at USP, you will play a crucial role in supporting the Voice of Customer program. Your responsibilities will include assisting in the collection and analysis of customer feedback to generate actionable insights that drive improvements in customer satisfaction, loyalty, and overall experience. You will collaborate 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. Key Responsibilities: - Support the design, management, and implementation of customer feedback collection methods, such as surveys, interviews, focus groups, and social listening. - Coordinate with various USP teams to collect VoC data, KPIs, and customer behavior impacting Customer Experience for further analysis. - Collaborate with the survey design team on survey questions and deployment to capture additional feedback and KPIs/metrics (such as CSAT, NPS, etc.). - Collect, organize, and analyze VoC data received through various channels and develop reports and dashboard visualizations to generate insights. - Monitor Salesforce CRM case management SLAs and KPIs, identify pain points, and areas for improvement, and provide support in examining patterns and trends in VoC data. - Continuously evaluate and provide suggestions on ways to enhance the collection and utilization of customer feedback and stay up-to-date with industry trends in data and business analytics. Qualifications Required: - Bachelor's degree in data science, data analytics, business analytics, or a related field. - 2-4 years of experience in data analytics or related fields, with a focus on VoC programs. - Strong analytical skills with the ability to develop reports and dashboards, interpret complex data, and derive actionable insights. - Proficiency in VoC and CX management tools such as Medallia, Qualtrics, SurveyMonkey, Salesforce, Adobe Analytics, Tableau, and MS Excel. - Strong project management skills with the ability to manage multiple initiatives simultaneously. - A customer-centric mindset with a passion for improving the customer experience. USP Additional Details: USP is an independent scientific organization that collaborates with global authorities in health and science to develop quality standards for medicines, dietary supplements, and food ingredients. USP values inclusivity and is committed to building an organizational culture that offers meaningful opportunities for mentorship and professional growth. The company's core values include a Passion for Quality and a dedication to Diversity, Equity, Inclusion, and Belonging to ensure quality in health and healthcare. (Note: USP does not accept unsolicited resumes from 3rd party recruitment agencies and is not responsible for fees from recruiters or other agencies except under specific written agreement with USP.),