Customer Experience Specialist

Position summary

The Customer Experience Specialist will be responsible for monitoring, reporting, and analyzing customer feedback in various forms- 340B Health Exchange, Net Promoter Survey, Voice of the Customer, KLAS, and other departmental based surveys.  This person will possess the ability to adapt to changing focus and needs for Sentry Data Systems (SDS) to meet our business plan goals and advocate for our customers. This position supports internal SDS departments evaluate the customer experience and strategies that can be deployed to improve the overall experience. In addition, this position will assist in the development of communications for internal and external use in collaboration with marketing and work directly with customers to validate feedback through focus groups or other outreach. The Customer Experience Specialist role requires interaction with a wide variety of clients and interdepartmental personnel at SDS: from senior management to operational staff.

Position description

  • Translates customer feedback into actionable insights that will drive operational improvements and messaging
  • Collaborates with cross-functional partners across the organization to gather requirements and create reports and dashboards that meet their needs
    • Advocate for customers by continuously developing periodic and ad-hoc reports and proactively distributing the insights among appropriate stakeholders that provide real-time and easy access to customer feedback across the organization
    • Collect customer experience surveys with other transactional, operational and demographic sources of data across the customer journey to proactively identify customer pain points and areas of opportunity
    • Create and maintain robust pipelines of data that yield visualized dashboards
    • Perform deep-dive analyses to identify emerging trends, wins and opportunity areas in customer experience
  • Participates with KLAS to evaluate their survey feedback, reports and areas for improvement and align those results with the organization’s survey results to identify overlap or gaps with management
  • Monitor message boards for customer feedback, response, follow up and reporting in collaboration with marketing
  • Collaborate with internal and external stakeholders to review customer experience feedback
  • Performs other duties as assigned

Qualifications / requirements

  • Degree in marketing, business, statistics, mathematics, finance, computer science, engineering, economics or a related field of study or transferrable skills and experience from similar industries related to customer experience
  • Possess a strong knowledge of customer insights and statistical analysis, experience deriving insights from customer surveys, and demonstrated experience working cross-functionally with internal and external partners.
  • Excellent oral/written communication skills, including experience in survey development and messaging
  • Organization and time management skills, self-starter that can prioritize workload
  • Ability to understand Sentry Data Systems’ operations and business processes with enthusiasm and aptitude for technology
  • Ability to utilize collaboration, scheduling, workflow, and management tools and software to support departmental activities (i.e. Salesforce, Pendo, Brainshark, Teams, Confluence, Tableau)
  • Experience building and managing text analytics tools
  • Experience with quantitative research projects in the area of consumer insights
  • Experience working with and knowledge of Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), CX surveys and customer feedback
  • Ability to work independently in a remote environment with minimal supervision
  • Communicates with supervisor in order to prioritize workload and determine priorities
  • Flexibility to schedule changes and the ability to adjust to rapidly changing conditions
  • High level of computer proficiency required for Microsoft Office (Word, Excel, and PowerPoint). PC, printers, computerized voice & e-mail systems; experience with Webex, Teams or Skype is a plus with ability to utilize polling and engagement features
  • Establish and maintain professional working relationships with all levels of staff, clients and the public
  • Detail/process-oriented with the ability to work with minimum supervision
  • Willingness to be part of a multi-departmental organization and cooperate in the accomplishment of departmental goals and objectives
  • Professional demeanor both on the phone and in person

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Diversity creates a healthier atmosphere: Sentry Data Systems, Inc. is an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.