Voice of Customer Market Researcher

Location: Hybrid-Chicago, IL 3x/week

Client: Enterprise Retail Healthcare

Pay Range: $30-35/hr W2

Duration: 8 months extensions

RESPONSIBILITIES:

Performs, develops, and implements operational activities that impact important components / processes of the specified Customer Experience work function, and may include responsibilities in the area of vendor collaboration, pharmacy insights, customer insights, pricing & promotion and/or consumer research. Ensures that problematic issues for key initiatives are tracked, summarized and presented to management. Anticipates and prevents problems and roadblocks before they occur. Interacts with internal and external peers and management to share highly complex information related to areas of expertise and/or to gain acceptance of new or enhanced business solutions/initiatives. May design specifications of assigned initiatives and may lead in implementation. Identifies opportunities and makes appropriate recommendations to improve processes and/or operating efficiencies. May perform as customer advocate. Works on variable-sized project and may lead some project work streams, as necessary.

BASIC QUALIFICATIONS :

Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.

Experience collaborating with internal and external resources to develop strategies that meet department goals within budget and established timelines.

PREFERRED QUALIFICATIONS:

Master's degree OR MBA Experience with project management (for example: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).

Experience identifying operational issues and recommending and implementing strategies to resolve problems.

Proficient in statistical analysis and data interpretation to extract meaningful insights from large survey based datasets.

Expertise in designing effective customer surveys, ensuring questions are structured to gather relevant and actionable feedback Familiarity with customer feedback tools, CRM (Customer Relationship Management) systems, and other relevant technologies to streamline data collection and analysis.

Experience in creating dashboards that visually represent key performance indicators (KPIs) related to customer satisfaction and feedback.

Familiarity with text analysis techniques and technology used to extract sentiments, themes, and trends from unstructured customer feedback.

Proficiency in using advanced features of spreadsheet software, such as Excel, for data cleaning, manipulation, and analysis.

Understanding of business objectives and the ability to align customer insights with organizational goals and strategies.

Skill in measuring and analyzing the end-to-end customer journey to identify pain points, opportunities for improvement, and areas of satisfaction.

Skill in conducting root cause analysis to identify the underlying issues contributing to customer concerns or dissatisfaction.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.