Sr. Manager, Enterprise Customer Feedback

Sr. Manager, Enterprise Customer Feedback

Labcorp is looking for an exceptional customer insights professional to join the Marketing team. The Sr. Manager, Enterprise Customer Feedback will help augment the team's capability in Market and Customer Insights to further our understanding of our customers and their needs/experiences. Located in Bangalore, India, this role will be an integral member of a growing team that is responsible for data-driven insights to inform business decisions, drive product innovation, and help Labcorp better serve our customers.

Reporting to the Enterprise Customer Feedback Program Lead, this role will contribute outside-in insights that will shape marketing, customer engagement, and business strategies. The ideal candidate will possess strong, hands-on research experience supporting marketing, sales, and product management teams. This includes market research experience, or experience working with customer feedback platforms such as Qualtrics, Salesforce, Alchemer, etc.

We seek smart, focused, passionate self-starters who brings energy, new ideas and practical experience to a fast-paced and dynamic team. Candidates should be are obsessed with delivering useful and elegant insights and care deeply about their customers and each other.

Key responsibilities

• Identify key customer trends, issues and opportunities, and assist in formulating strategies to improve customer experience); provide ad hoc information and insights support to key stakeholders.
• Analyze quantitative and qualitative data from customer feedback methods to identify trends in customer pain points and potential root causes. Study, analyze, and report on customer feedback relative to experiences, products, and services.
• Extract, analyze and use data to build analysis, metrics and business cases to support decision-making.
• Effectively use visuals / infographics to tell the data story; support the design and implementation of new feedback management solutions, including reporting dashboards.
• Collaborate with CX platform Technical Account Manager(s) to ensure readiness for platform updates.
• Explore and recommend what other data should be tracked to establish actionable customer experience (CX) metrics representing what matters most to our customers.
• Identify and propose enhancements to existing processes and methodologies to improve data quality.
• Mentor team members as they run key programs and deliverables.

• Undergraduate degree (Bachelor's) from an accredited institution in Market Research, Marketing, Data/Analytics, or related field.

• 10+ years work experience in customer research data programs and analytics
• Excellent presentation and communication skills, both written and verbal.
• Advanced Microsoft Office skills (e.g., PowerPoint, Excel).
• Experience with analytics and visualizations tools (e.g., Tableau).
• Strong record of team collaboration in a matrixed environment.

• Strong familiarity with Qualtrics, Salesforce, Alchemer, and / or similar customer data platforms.
• Using analytics to move business metrics.
• Strong problem-solving skills with a focus on design of experiments (A/B testing).
• Experience in one of the following is a plus: healthcare, payor, pharmaceutical, diagnostics, medical device, or drug development industry.