Consumer Insights Manager

Job Summary

A company is looking for a User Experience Researcher to support a maternity leave within a Service Design & CX team.

Key Responsibilities:

• Lead analysis for the Voice of the Customer (VOC) program using Medallia, Qualtrics, and call center data
• Uncover insights from grievances and member feedback and present findings to business leaders
• Facilitate cross-functional workshops to ideate experience solutions and collaborate with data science and CX partners

Required Qualifications:

• Proven experience with Voice of the Customer (VOC) programs
• Familiarity with Medallia or Qualtrics
• Service Design or Customer Experience background with a data analysis perspective
• Prior experience in healthcare or health insurance
• Skilled in Tableau and Excel for data analysis