Consultant, Voice of Customer/Customer Experience

Job description

What Market Intelligence & Analytics contributes to Cardinal Health Marketing is responsible for assessing customer needs, market conditions and competition to inform business strategy. Marketing implements the strategy through developing, commercializing and monitoring the appropriate products and services. Market Intelligence & Analytics is responsible for market data/information, other business analytics in support of marketing. Responsibilities: Program Support: Support the execution, maintenance, and continuous improvement of a comprehensive Voice of the Customer (VoC) program to capture, analyze, and act on customer feedback Contribute to development and maintenance of a roadmap for the evolving Customer Experience/VoC program, ensuring alignment with the company’s strategic goals Establish and monitor key performance indicators (KPIs) to measure the effectiveness of VoC initiatives Customer Insights and Analysis: Gather and analyze customer feedback from various channels, including surveys, social media, and customer support interactions Identify key trends, pain points, and opportunities for improvement in the customer experience Present actionable insights to senior leader...