Customer Experience Specialist

Who is USP

The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the worlds top authorities in health and science to develop quality standards for medicines dietary supplements and food ingredients. USPs fundamental belief that Equity Excellence manifests in our core value of Passion for Quality through our more than 1300 hardworking professionals across twenty global locations to deliver the mission to strengthen the supply of safe quality medicines and supplements worldwide.

At USP we value inclusivity for all. We recognize the importance of building an organizational culture with meaningful opportunities for mentorship and professional growth. From the standards we create the partnerships we build and the conversations we foster we affirm the value of Diversity Equity Inclusion and Belonging in building a world where everyone can be confident of quality in health and healthcare.

USP is proud to be an equal employment opportunity employer (EEOE) and affirmative action employer. We are committed to creating an inclusive environment in all aspects of our workan environment where every employee feels fully empowered and valued irrespective of but not limited to race ethnicity physical and mental abilities education religion gender identity and expression life experience sexual orientation country of origin regional differences work experience and family status. We are committed to working with and providing reasonable accommodation to individuals with disabilities.

Brief Job Overview

Customer Experience Specialist (Voice of Customer) is responsible for supporting the Voice of Customer program. This role involves assisting in the collection and analysis of customer feedback to generate actionable insights that drive improvements in customer satisfaction loyalty and overall experience. The Analyst will work closely with the Senior Manager CX VoC to identify opportunities for VoC mechanism expansion enhancement or integration as well as collect and analyze VoC and KPI data impacting customer experience.

How will YOU create impact here at USP

In this role at USP you contribute to USPs public health mission of increasing equitable access to highquality safe medicine and improving global health through public standards and related programs. In addition as part of our commitment to our employees Global People and Culture in partnership with the Equity Office regularly invests in the professional development of all people managers. This includes training in inclusive management styles and other competencies necessary to ensure engaged and productive work environments.

The Customer Experience Specialist (Voice of Customer) has the following responsibilities:

• VoC Program Support:

• Support the design management and implementation of customer feedback collection methods including but not limited to surveys interviews focus groups and social listening.
• Coordinate and work with USP teams such as Strategic Customer Development Quality Assurance Finance Service & Support USP Store analytics and others to collect VoC data KPIs and customer behavior impacting Customer Experience for further analysis.
• Collaborate with the survey design team on survey questions and deployment to capture additional feedback and KPIs/metrics (such as CSAT NPS etc..

• Data Analysis & Reporting:

• Collect organize and analyze VoC data received through various channels (such as surveys data from applications (Salesforce Oracle EBS Chatbot IVR CTI etc. and USP Store interactions).
• Develop reports and dashboard visualizations to generate insights from the VoC data to identify trends barriers/pain points and opportunities for improvement.
• Monitor Salesforce CRM case management SLAs and KPIs identify pain points and areas for improvement and alert CX management.
• Provide support in examining patterns and trends in VoC data and proactively identify areas where further analysis may be needed to determine factors contributing to certain trends.
• Continuously monitor and evaluate the impact of CX initiatives and interventions using metrics such as NPS CSAT CES CPS TAT.

• Program Improvement & Innovation:

• Continuously evaluate and provide suggestions on ways to enhance the collection and utilization of customer feedback.
• Stay uptodate with industry trends and emerging practices in data and business analytics customer experience and feedback mechanisms.

Who is USP Looking For

The successful candidate will have a demonstrated understanding of our mission commitment to excellence through inclusive and equitable behaviors and practices ability to quickly build credibility with stakeholders along with the following competencies and experience:

Education & Experience:

• Bachelors degree in data science data analytics business analytics or a related field.
• 24 years of experience in data analytics or related fields with a focus on VoC programs.

Skills & Competencies:

• Strong analytical skills with the ability to develop reports and dashboards interpret complex data and derive actionable insights.
• Excellent communication.
• Proficiency in VoC and CX management tools including but not limited to Medallia Qualtrics SurveyMonkey Salesforce Adobe Analytics Tableau and MS Excel. Proven ability to successfully leverage Microsoft Copilot (AI) by crafting effective prompts to identify VoC and CX insights and trends.
• Demonstrated understanding and experience in Salesforce and Tableau reporting and dashboards strongly preferred.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
• A customercentric mindset with a passion for improving the customer experience.

Supervisory Responsibilities

Nil

Benefits

USP provides the benefits to protect yourself and your family today and tomorrow. From companypaid time off and comprehensive healthcare options to retirement savings you can have peace of mind that your personal and financial wellbeing is protected.

Note: USP does not accept unsolicited resumes from 3rd party recruitment agencies and is not responsible for fees from recruiters or other agencies except under specificwritten agreement with USP.

Required Experience:

Unclear Seniority