Customer Experience (CX) Insights Specialist

Posted 17 Jul 2019

St. Louis, Missouri - United States

Req Id 194441

Details

A career with MilliporeSigma is an ongoing journey of discovery: our 52,000 people are shaping how the world lives, works and plays through next generation advancements in healthcare, life science and performance materials. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others. MilliporeSigma is a business of Merck KGaA, Darmstadt, Germany.


 

 Your Role:

 

The position is part of a CX/VOC team offering a new portfolio of services from MilliporeSigma. As part of this new digital business venture, you will have the opportunity to work in an entrepreneurial and start-up-like environment to identify, measure, and steer elements of Customer Experience (CX) as it relates to our BrightLabTM SaaS platform, but also in the greater context of interactions with MilliporeSigma. 

 

You will be part of a small and growing cross-functional team focused on customer experience, service, success, and support. While this role is focused on collecting and analyzing customer experience and insights, there will be times as we continue to grow where you will be involved in the other facets (support and success) of our customer focused teams

 

The Insight Specialist will be adept at collecting and measuring Voice of Customer (VOC) from a variety of sources including Surveys, Qualitative Observations, Call Centers, by working with sales teams etc. in near-real time. The candidate will also be able to participate in impact analysis efforts, judge feasibility and prioritize subsequent action items within a cross-functional team (commercial, product management, and SaaS-based development teams).

 

Superb working knowledge of planning, facilitating and analyzing customer-based workshops is required in order to focus on co-exploration and co-design (design thinking methods). Along with the ability to help translate results to an agile based product design and development team.

 

In addition to the analysis duties listed above, the Insight Specialist will develop and deploy strategies and tactics to affect behavioral change and enhance customer loyalty and engagement.

 

Other duties will include the ability to help create measurement frameworks while measuring and monitoring CX metrics like Reach and Range, Cycle Time, Product Identification, Churn, Lifetime Value (LTV), Overall Experience Satisfaction and Net Promoter Score (NPS)

 

Being successful in this role will require an affinity for science and technology - being able to convey business value from technical solutions.  Be proactive, tenacious, with intellectual curiosity and passion for digital transformation, data analytics, science, with a deep analytical mindset.

 

This position will need to interact with a customer base of Scientists, Lab Managers, Principal Investigators, and Board level executives as well as seamlessly plug into our internal cross-functional team from UX, Product, Technology, and Sales from within the Connected Lab Promise Venture, but also with colleagues from the greater MilliporeSigma organization.

 

Basic Qualifications:

  

  • BS degree in Biology, Chemistry or life science major with 3+ years’ experience with SaaS/Enterprise/Cloud based products and/or work experience in VOC, journey mapping, etc.   OR
     
  • MS degree in Biology, Chemistry or life science major with 1+ years’ experience with SaaS/Enterprise/Cloud based products and/or work experience in VOC, journey mapping, etc.  OR
     
  • PHD in Biology, Chemistry or life science major with experience in SaaS/Enterprise/Cloud based products and/or work experience in VOC, journey mapping, etc. 

 
 
Preferred Qualifications:
 

  • MBA a plus
  • Experience in the life science markets, with products and services related to inventory management, ELN, data analytics and information systems is a huge plus
  • Team player
  • Exhibit a strong analytical and deductive acumen for uncovering, evaluating, prioritizing customer pain points within a dynamic and extremely time sensitive SaaS environment
  • Excellent written, oral, communication and interpersonal skills
  • Stakeholder Management, Negotiation & Communication Skills
  • Experience with Customer Experience Management software
  • Flexible and willing to travel domestically up to 30%
  • Experience in a startup environment preferred

 


 

What we offer: With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!

 

Curious? Apply and find more information at https://jobs.vibrantm.com

 


The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

 

 

 

 

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