Customer Experience Specialist

Company: Apex Systems
Location: Boston
Posted on: September 3, 2024

Job Description:

Job#: 2041699Job Description:Apex Systems is a world-class technology services business that incorporates industry insights and experience to deliver solutions that fulfill our clients' digital visions.Apex has an opportunity for a Customer Experience Specialist. For applicants who are interested in this opportunity, send your updated resume to Kaeleigh Dorgan, Technical Recruiter at kdorgan@apexsystems.com.Position: Customer Experience SpecialistLocation: 100% RemoteRate: Negotiable Based on ExperienceDuration: 1+ year with potential to extendWe are seeking a dynamic and analytical Voice of the Customer (VoC) Coordinator to join our Marketing and Learner Engagement team. This role will be instrumental in identifying, defining, executing, and reporting on customer insight initiatives related to our L&D programs and product offerings. The insights gathered will directly influence our product and program marketing strategies, key messaging, campaign timing, and overall L&D priorities.KEY RESPONSIBILITIES

• Identify Customer Insights:
• Collaborate with the marketing and learner engagement teams to understand the key objectives and areas of focus for VoC initiatives.
• Utilize surveys, interviews, focus groups, and other tools to gather comprehensive feedback from learners and stakeholders.
• Define VoC Strategies:
• Develop a structured approach to capturing the voice of the customer, ensuring alignment with L&D goals.
• Create detailed plans for VoC activities, including timelines, methodologies, and key performance indicators.
• Execute VoC Initiatives:
• Implement VoC programs, ensuring timely and accurate data collection.
• Work with cross-functional teams to integrate VoC processes into existing workflows and systems.
• Analyze and Report Findings:
• Conduct thorough analysis of VoC data to identify trends, insights, and actionable recommendations.
• Prepare and present detailed reports to stakeholders, highlighting key findings and strategic implications.
• Inform Marketing Campaigns, branding, and L&D initiatives:
• Use VoC insights to inform email marketing campaigns, ensuring messages resonate with the target audience.
• Provide guidance on the timing and prioritization of marketing activities based on customer feedback.
• Continuous Improvement and Innovation:
• Continuously refine VoC processes based on feedback and evolving business needs.
• Stay updated on industry best practices and incorporate them into the VoC program by performing market research.
• Recommend strategies and ways to engage.YOU BRING (EXPERIENCE & QUALIFICATIONS)
• 3-5 years of proven experience in customer insights, market research, or similar role.
• Strong project management skills with attention to detail and the ability to manage multiple priorities.
• Experience working with a variety of stakeholders at different levels in the organization.
• Strong analytical skills with the ability to interpret complex data and generate actionable insights.
• Ability to empathize with customers and advocate for their needs within the organization.
• Experience in designing and conducting qualitative and quantitative research, including surveys, interviews, and focus groups.
• Excellent communication and presentation skills.
• Proficiency in using VoC tools and platforms. Experience using GenAI as a tool is a plus.
• Ability to work collaboratively in a fast-paced, dynamic environment.
• Strong documentation and organization skills are a must.
• Bachelor's Degree in Marketing, Business Administration, Statistics, Psychology, or a related field.Additional Benefits:For this opportunity, you will also be eligible for benefits through Apex for the contract period, including 401K, medical/health benefits options, a W2 hourly rate, weekly pay, and direct deposit!EEO EmployerApex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.Employee Type:ContractJob Type:Digital Experience and Content Strategy
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Keywords: Apex Systems, Boston , Customer Experience Specialist, Other , Boston, Massachusetts