Solventum · 3 hours ago

Customer Experience Operations Associate Project Manager (Solventum)

United States

Full-time

Remote

Entry Level

$82K/yr - $101K/yr

2+ years exp

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Medical Equipment Manufacturing

No H1B

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Responsibilities

Manage and optimize listening posts set up to collect EX & Voice of Customer feedback (NICE Customer Sentiment, Customer First, formal and informal surveys, etc)

Collect feedback from stakeholders, customers and employees related to their experience with the Advantage Center and Solventum

Organize and analyze data on the experiences of our customers in order to articulate and visualize their overall experience and gain actionable insights from them

Support multi-function and single function projects related to CX & EX

Design, implement and facilitate formal and informal surveys

Prepare and facilitate EX & CX updates to business leaders

Support CI projects and initiatives that positively transform the end-to-end experience

Creates journey maps and other analytical visuals used to convey the customer perspective

Collects market data to benchmark against other DME and healthcare providers

Drives employee engagement activities

Improve and manage reporting on KPIs, such as Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT) and Employee Engagement

Qualification

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Data AnalysisCustomer Experience (CX)Project ManagementData VisualizationTableauPower BIAgile MethodologyJIRALeadership ExperienceSelf-Education