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A successful incumbent will leverage data analytics and customer insights to work with CX council members and cross functional groups to enhance customer satisfaction and loyalty. A successful incumbent will also act as a program manager for projects tied to customer satisfaction and other quality initiatives. The data provided by an incumbent to the teams will help drive priority discussions and initiative identification.
Essential Duties and Responsibilities
- Develop and maintain reporting tools and dashboards that monitor key performance indicators (KPIs) that provide visibility into customer satisfaction
- Analyze customer satisfaction data to identify trends, patterns, and areas for improvement, translating insights into actionable recommendations
- Conduct root cause analysis on customer feedback to drive continuous improvement initiatives
- Prepare reports and presentations for stakeholders, communicating findings and recommendations effectively
- Work with the larger Quality team and assist as needed with program management activities
- Coordinate the efforts and cross functional responses to Customer quality requirements and Customer audit programs such as GMP (Good Manufacturing Processes) and Social Responsibility
- Assist with the maintenance of the Chamberlain Group’s Quality Management System for ISO9001 by conducting internal audits and managing any necessary follow up
- Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.
- Protect Chamberlain Group’s reputation by keeping information confidential.
- Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.
- Contribute to the team effort by accomplishing related results and participating on projects as needed.
Minimum Qualifications
- Bachelor’s Degree in Business, Information Systems, Business Analytics, Statistics, Engineering or another related field
- 1-2 years of relevant experience
- Experience in interpreting data and translating it into actionable insights
- Strong analytical skills with proficiency in data analysis tools such as Excel, SQL, or similar
- Familiarity with data visualization tools (e.g., Tableau, Power BI)
- Ability to work collaboratively fostering strong relationships across teams
- A self-starter with the demonstrated ability to take initiative, who can proactively identify issues/opportunities and recommend actions
- Strong results orientation with a proven track record of flawless execution and strong attention to detail
- Exceptional communication skills, both verbal and written, with the ability to present findings to diverse audiences.
- Strong problem-solving abilities with a keen attention to detail
- A collaborative mindset with the ability to work across multiple teams and departments
- Adaptability and a proactive approach to tackling challenges
- A genuine passion for enhancing customer satisfaction
Preferred Qualifications
- 4+ years of work experience within Analytics/Business Intelligence or Quality leading projects building actionable, data-driven recommendations.
- Experience with customer relationship management (CRM) systems and customer feedback platforms
- •Experience with Project Management/Tracking tools such as Jira
- Experience with ISO9001:2015
- Experience with quality management
- Understanding of customer satisfaction metrics and key performance indicators (KPIs)
- Understanding of basic quality principles
The pay for this position is ($61,000.00 -$98,500.00); base pay offered may vary depending on a number of factors including, but not limited to, the position offered, location, education, training, and/or experience. In addition to base pay, also offered is a comprehensive benefits package and 401k contribution (all benefits are subject to eligibility requirements).
This position is eligible for participation in a short-term incentive plan subject to the terms of the applicable plans and policies
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Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply. We’re proud to be an Equal Opportunity Employer, and you’ll be considered for this role regardless of race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We’re committed to fostering an environment where people of all lived experiences feel welcome.
Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence [email protected].
NOTE: Staffing agencies, headhunters, recruiters, and/or placement agencies, please do not contact our hiring managers directly.
