Voice of Customer Research Analyst (Hybrid) Acton, Mass.

Insulet CorporationSan Diego, CA, United States

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Voice of Customer Research Analyst (Hybrid) Acton, Mass.

Insulet is on a mission to simplify life for people living with diabetes! We are looking for a Voice of the Customer (VOC) research and Analytics Analyst within the Customer Experience (CX) team.

The Analyst will help design and execute quantitative and qualitative CX research to identify new opportunities and improve our product, digital, web, and service-based experiences. The ideal candidate has a flexible attitude and wants to contribute to innovation through rigorous research and constant learning on behalf of our customers.

Responsibilities

Leverage industry-leading methodologies to design and develop surveys that accurately gather customer feedback and insights across multiple support channels.
Oversee the distribution of CX and Churn surveys across the customer journey, optimizing reach and maximizing response rates.
Collaborate with the digital CX team to enhance customer engagement mechanisms.
Regularly review and optimize digital engagement surveys to ensure they continue to meet business needs and provide valuable, actionable insights about customer expectations and experiences.
Responsible for assessing customer touchpoints to minimize survey fatigue.

Insights Generation

Research and identify industry best practices for operationalizing customer feedback to drive positive changes for customers and enhance Insulet’s business operations.

Assist in the creation and enhancement of reporting mechanisms for new customer touchpoints, including CX and post-transactional surveys.

Partner with business stakeholders to develop and implement systematic approaches for scaling actions based on customer feedback.

Enhance the existing XM Maturity model by incorporating advanced analytics and feedback mechanisms to better support the growth to millions of Podders.

Responsible for deriving insights, conducting root cause analysis, and identifying customer experience trends through Voice of the Customer (VoC) assessments.

Responsible for developing, maintaining, and expanding customer feedback analytics dashboards.

Leverage and improve existing VoC outer ‘closed loop’ processes and establish performance dashboards to track progress along the customer journey.

Effectively communicate findings and recommendations to all levels within the organization, fostering understanding and alignment from Franchise, ARTs, and Customer Success Leadership.

Work with the DCX team, attending monthly meetings to identify and evaluate opportunities for measuring and improving customer experiences.

Support our Digital Product team and Customer Success leadership with ad-hoc analytics, reporting, and survey logistics.

Collaborate with VoC Research Analysts to develop a 360-degree customer insight utilizing analytics survey and Call Center platforms.

Qualifications

Bachelor's Degree in related field and 3+ years of research and analytics experience OR High School Diploma or GED and 8 years of research and analytics experience.

Experience with survey platforms such as Qualtrics, Medallia.

Experience with call recording tools such as Calabrio, NICE, Maestro QA.

Proficiency in Excel and visualization tools such as PowerBI and Tableau.

Reporting experience with dashboards and Microsoft PowerPoint.

Detail-oriented and analytical with the ability to tell a story through data analysis.

Able to plan analysis and reporting independently.

Excellent verbal, written and interpersonal communication skills.

Adapt well to change and successfully set and adjust priorities as needed.

Ability to work independently while contributing to the goals of the team.

NOTE : This position is eligible for hybrid working arrangements (requires on-site work from an Insulet office at least 1-2x / week; may work remotely other days).

The US base salary range for this full-time position is $75,750.00 - $113,625.00.

Insulet Corporation (NASDAQ : PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform.

We are an equal opportunities employer and welcome applications from all qualified candidates. At Insulet Corporation, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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