Associate, Customer Experience Strategy & Insights

Passionate about precision medicine and advancing the healthcare industry?

Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time.

The Associate, Customer Experience Strategy & Insights team plays a critical role in supporting the development and implementation of customer experience strategies.  The Associate will leverage data insights to drive business growth and enhance customer satisfaction, support the collection of direct & indirect feedback from clients, improve the utility of our voice of customer data to deliver meaningful insights, and will help coordinate the implementation of strategic initiatives that optimize the end-to-end customer journey

Responsibilities: 

• Data Collection & Research:
• Manage & enhance multiple channels for collecting voice of customer data, including surveys, interviews, and internal forums.
• Help create and launch blinded and unblinded surveys, interviews, and ad hoc programs to capture client feedback for analysis.
• Ensure accurate and timely collection and review of customer feedback from various sources.
• Analyze Customer Insights:
• Assist in cleaning, manipulating, and modeling data from disparate sources using SQL and Looker.
• Analyze and visualize data using Excel and Looker from various sources, including surveys, interviews, and operational data to gain deep insights into customer behavior, preferences, and pain points.
• Build dashboards to help disseminate findings and support data-driven decision making across the organization.
• Help to create insightful analysis and presentations to communicate complex data in a clear and actionable manner.
• Develop and Execute Customer Experience Strategy and Initiatives:
• Support successful project implementation by preparing business cases, commercial requirements, project plans, and other tools.
• Coordinate with cross-functional teams to ensure successful implementation of initiatives.
• Collaborate with relevant teams to identify and optimize processes to enhance the client experience, as needed.

Requirements:

• Bachelor’s degree in Business, Data Science, Engineering, Healthcare Administration, or a related field.
• 1+ years of experience in management consulting, project management, or product management.
• Preference for prior experience in a healthcare or life science setting.
• A strategic thinker who is proficient in qualitative and quantitative data analysis and translating insights into actionable strategies.
• Experience in designing, conducting, and managing qualitative and quantitative research.  Familiarity using Qualtrics is a plus.  
• A self-starter, who can navigate ambiguity, and has proven experience turning ideas into a reality.
• Strong organizational and time management skills.
• Acute attention to detail in planning and execution.
• Strong written and verbal communication skills.
• Proficiency in SQL, Excel, and data visualization tools such as Looker.
• Strong experience creating deliverables using Microsoft PowerPoint, Word, and the Google Suite equivalents.

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