Vacancy expired!
Please note that this is a 1 year contract position. Previous Pharma/ Health care industry experience required. Local candidates are preferred but remote work can be considered. QualificationsRequired:• Bachelor’s Degree.• 2-4 years work experience.• Strong organizational & projection management skills.• Strong collaboration skills & experience working in teams.• Solid problem solving and analytical skills.• Negotiation and conflict resolution skills.• Proficient in Excel/Outlook.• Fast Learner.• Experience with Data Management Reporting Systems• Ability to effectively communicate with cross functional business partners.• Ability to work in a fast-paced environment.• This is a global role and will require occasional nontraditional hours (early mornings, evenings)Preferred Qualifications:• Strong business acumen and understanding of the end-to-end supply chain preferred.• Experience working with customers preferred.• Experience with Qualtrics strongly preferred• Knowledge of Supply Chain / Health Care Industry is a plus• Knowledge of Health Care industry and commercial processes preferred.This role will be accountable for maintaining daily operational activities related to Customer Experience Insights gathering. This will include regular coordination with external business partners and will also require significant stakeholder management and collaboration globally, across business segments and functions. Accountable for delivering the key components of our Customer Promise: Reliable, Caring, Effortless and Proactive Service to our customers.Responsibilities:• Educate global colleagues on the Customer Experience Insights gathering process, including their roles and responsibilities. This includes onboarding new program participants and reeducation for returning colleagues.• Maintain communication between global colleagues and Market Research Partner (the Engine Group).• Qualtrics Stakeholder Management: responsible for adding, removing, editing, and maintaining user account credentials in Qualtrics.• Attend and contribute to weekly meetings with The Engine Group and Ugam (licensed Qualtrics development partner). Funnel ideas and suggestions for improvements to the CX Insights gathering process and Qualtrics to Engine/Ugam as needed.• Guide and educate users on best practices in Qualtrics (tips, tricks, reporting and analysis).• Work with the Engine Group to define appropriate country and segment level interview targets for each interview cycle and year. Communicate this information to global colleagues.• Work with both the Engine Group and with global colleagues to analyze country and segment level customer lists, prior to the start of each interview period.• Qualtrics Contact Management: work with users globally to edit, add, remove customer records, taking into account quantity and quality of data.• Work with users globally to guide them through each step of the Customer Insights Period: inviting customers to participate, reminding customers to complete their interview, thanking participants for their input, and completing tickets.• Troubleshoot with global colleagues if customers are unable to access their survey, find their survey, or unreachable by phone.• Collaborating with commercial partners, strategy teams, CX leaders, segment supply chain and regional Customer Service operations to improve E2E CX.• Prepare reports as requested by various stakeholders (specific countries/segments).• Send weekly communications (while in the field) to segment leads, sharing general insights and takeaways.• Improve Action Planning Process: formalize this important part of the CX Insights program. This may include hosting smaller group sessions or round table forums to ensure improvement plans are robust, S.M.A.R.T., updates are documented in a timely manner, completed and outcomes are measured. Applicants must provide their phone number. Reference job number A1193.
Vacancy expired!