Consultant, Voice of Customer/Customer Experience

Cardinal Health

2d•Remote

About The Position

This role is within the Market Intelligence & Analytics team, which is responsible for assessing customer needs, market conditions, and competition to inform business strategy. The team implements strategy through developing, commercializing, and monitoring appropriate products and services. Market Intelligence & Analytics is responsible for market data/information and other business analytics in support of marketing. The Consultant, Voice of Customer/Customer Experience will support the execution, maintenance, and continuous improvement of a comprehensive Voice of the Customer (VoC) program to capture, analyze, and act on customer feedback. This role will contribute to the development and maintenance of a roadmap for the evolving Customer Experience/VoC program, ensuring alignment with the company’s strategic goals, and establish and monitor key performance indicators (KPIs) to measure the effectiveness of VoC initiatives. The individual will gather and analyze customer feedback from various channels, identify key trends, pain points, and opportunities for improvement, and present actionable insights to senior leadership. Collaboration with cross-functional teams, serving as an internal advocate for the customer, and identifying/recommending enhancements to products, services, and processes based on customer feedback are key aspects of this role. The consultant will also develop and maintain regular reports and dashboards to track VoC metrics and share insights with stakeholders.

Requirements

Bachelor's degree in related field, or equivalent work experience, preferred
4-8 years of related experience, preferred
3+ years of experience in a customer insights, customer experience, or related role, preferred
Strong analytical skills, with experience in data analytics, survey administration, and customer feedback tools, preferred
Familiarity with general research, customer experience, and voice of customer principles, preferred
Experience working in Qualtrics preferred
Strong project management skills, with the ability to manage multiple priorities and deadlines
Excellent communication and presentation skills, with the ability to convey complex insights to a variety of audiences
Experience working in a fast-paced environment with a focus on customer-centric growth

Responsibilities

Support the execution, maintenance, and continuous improvement of a comprehensive Voice of the Customer (VoC) program to capture, analyze, and act on customer feedback.
Contribute to development and maintenance of a roadmap for the evolving Customer Experience/VoC program, ensuring alignment with the company’s strategic goals.
Establish and monitor key performance indicators (KPIs) to measure the effectiveness of VoC initiatives.
Gather and analyze customer feedback from various channels, including surveys, social media, and customer support interactions.
Identify key trends, pain points, and opportunities for improvement in the customer experience.
Present actionable insights to senior leadership and other stakeholders to inform decision making and drive customer-focused improvements.
Work with cross-functional teams in the development and execution of initiatives based on VoC insights.
Serve as an internal advocate for the customer, working to ensure the customer’s voice is heard and prioritized in business decisions.
Identify and recommend enhancements to products, services, and processes based on customer feedback.
Collaborate with teams to document and track solutions that address customer pain points and enhance the overall customer experience.
Monitor the impact of implemented changes and continuously seek opportunities for further improvement.
Develop and maintain regular reports and dashboards to track VoC metrics and share insights with stakeholders.
Communicate VoC findings and progress to stakeholders, ensuring transparency and alignment with company objectives.
Assist with regular feedback sessions and workshops to engage employees at all levels in the VoC program.