Voice of Customer Research Analyst (Hybrid) Acton, Mass. (Finance)

Position Overview:

Insulet is on a mission to simplify life for people living with diabetes! We are looking for a Voice of the Customer (VOC) research and Analytics Analyst within the Customer Experience (CX) team. The Analyst will help design and execute quantitative and qualitative CX research to identify new opportunities and improve our product, digital, web, and service-based experiences. The ideal candidate has a flexible attitude and wants to contribute to innovation through rigorous research and constant learning on behalf of our customers.

Responsibilities

Survey Management

• Leverage industry-leading methodologies to design and develop surveys that accurately gather customer feedback and insights across multiple support channels.
• Oversee the distribution of CX and Churn surveys across the customer journey, optimizing reach and maximizing response rates.
• Collaborate with the digital CX team to enhance customer engagement mechanisms.
• Regularly review and optimize digital engagement surveys to ensure they continue to meet business needs and provide valuable, actionable insights about customer expectations and experiences .
• Responsible for assessing customer touchpoints to minimize survey fatigue.

Insights Generation

• Research and identify industry best practices for operationalizing customer feedback to drive positive changes for customers and enhance Insulet's business operations. Secure alignment on applicable initiatives with key stakeholders.
• Assist in the creation and enhancement of reporting mechanisms for new customer touchpoints, including CX and post-transactional surveys.
• Partner with business stakeholders to develop and implement systematic approaches for scaling actions based on customer feedback.
• Enhance the existing XM Maturity model by incorporating advanced analytics and feedback mechanisms to better support the growth to millions of Podders.
• Responsible for deriving insights, conducting root cause analysis, and identifying customer experience trends through Voice of the Customer (VoC) assessments.
• Responsible for developing, maintaining, and expanding customer feedback analytics dashboards.
• Leverage and improve existing VoC outer 'closed loop' processes and establish performance dashboards to track progress along the customer journey.
• Effectively communicate findings and recommendations to all levels within the organization, fostering understanding and alignment from Franchise, ARTs, and Customer Success Leadership. Use clear and engaging visuals and language to persuade and influence your audience.
• Work with the DCX team, attending monthly meetings to identify and evaluate opportunities for measuring and improving customer experiences.
• Support our Digital Product team and Customer Success leadership with ad-hoc analytics, reporting, and survey logistics.
• Collaborate with VoC Research Analysts to develop a 360-degree customer insight utilizing analytics survey and Call Center platforms (Amazon, Salesforce, Qualtrics, MaestroQA).

Qualifications

Education - Bachelor's Degree in related field and 3+ years of research and analytics experiencer OR High School Diploma or GED and 8 years of research and analytics experience OR High School Diploma or GED and 8 years of research and analytics experience

Experience with survey platforms such as Qualtrics, Medallia

Experience with call recording tools such as Calabrio, NICE, Maestro QA

Proficiency in Excel and visualization tools such as PowerBI and Tableau

Reporting experience with dashboards and Microsoft PowerPoint

Detail-oriented and analytical with the ability to tell a story through data analysis

Able to plan analysis and reporting independently

Excellent verbal, written and interpersonal communication skills

Adapt well to change and successfully set and adjust priorities as needed

Ability to work independently while contributing to the goals of the team

NOTE: This position is eligible for hybrid working arrangements (requires on-site work from an Insulet office at least 3x/week; may work remotely other days). #LI-Hybrid

Additional Information:
The US base salary range for this full-time position is $75,750.00 - $113,625.00. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet's flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

( Know Your Rights )