Senior Customer Insights Manager

When you're the best, we're the best. We instill an environment where employees feel engaged, satisfied and able to contribute their unique skills and talents while living and working as their authentic selves. We provide extensive opportunities for personal and professional development, building both employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future.

Summary:

In this role, you will manage Vizient's Voice of Customer (VoC) Program, including the Customer Opinion Survey (annual satisfaction study). You will be responsible for survey design, data analysis, and presenting actionable insights to stakeholders. Additionally, you will integrate customer feedback from various data sources to provide a comprehensive view of customer satisfaction, key pain points, and areas for improvement.

Responsibilities:

• Act as a subject matter expert (SME) for market intelligence and customer feedback.

• Design and deploy surveys using advanced Qualtrics features to set up analytic dashboards and capture customer input effectively.

• Oversee survey distribution and collaborate with marketing teams to deploy surveys through Pardot or other channels.

• Monitor key satisfaction drivers, identify trends, and generate actionable insights.

• Integrate and analyze data from multiple sources to create a holistic view of customer feedback.

• Collaborate with cross-functional teams to develop, implement, and monitor action plans for improving customer satisfaction.

• Configure "low rater" alerts to ensure timely follow-up by stakeholders.

• Work with the analytics team to create distribution lists and support advanced analytics.

• Communicate insights and updates with the VoC committee, stakeholders, and senior leadership.

• Conduct satisfaction business reviews to discuss findings, action plans, and next steps.

Qualifications:

• Relevant degree preferred in Market Research, Analytics, or a related field; advanced degree desired.

• 5 or more years of relevant experience is required.

• Proficiency in Qualtrics or other survey platforms, with a strong grasp of both quantitative and qualitative data assessment.

• Experience in Market Research and Analytics, preferably in Healthcare.

• Proficiency with PowerBI, Salesforce, and Tableau is highly desirable.

• Advanced statistical skills are a plus.

• Strong collaboration skills, personal accountability, and the ability to independently manage projects from start to finish.

Estimated Hiring Range:

This position is also incentive eligible.

Vizient has a comprehensive benefits plan! Please view our benefits here:

http://www.vizientinc.com/about-us/careers

Equal Opportunity Employer: Females/Minorities/Veterans/Individuals with Disabilities

The Company is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.