(Canada) Customer Experience Market Research Manager (6 month contract)
PointClickCare
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Mississauga, ON, Canada · Remote
Posted 6+ months ago
PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.
At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.
Join us and be part of a team that is making a real impact.
To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.
Contract Duration:
6 months
Job Summary:
The Customer Experience Market Research Manager will work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare to define, govern and measure the end-to-end customer experience.
Key Responsibilities:
- Work across the organization to develop, grow and optimize a Voice of the Customer program and ensure the customer is at the center of decision-making processes.
- Manage relationship NPS and transactional customer feedback data collection and reporting; automating processes, integrating data sources and centralizing reporting in partnership with the Date Enhancement team.
- Design and execute ad hoc quantitative and qualitative research projects using a variety of research techniques.
- Produce thoughtful, actionable insights from data analyses in partnership with the Data Science team to inform improvement efforts.
- Lead and participate in cross-functional initiatives to represent the voice of the customer and support customer experience journey mapping efforts.
Required Experience:
- 5 years hands-on experience within marketing research and customer experience, collecting and analyzing data, reporting and presenting findings
- Developed analytic skills with ability to integrate disparate data sources
- Ability to apply insights to long-term strategic business issues as well as day-to-day business challenges
- Expertise with Excel, PowerPoint, and PowerBI
- Bachelors degree in business, mathematics, or the sciences
Preferred Experience:
- Understanding of the healthcare industry
- Previous experience working successfully in a SaaS organization
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It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations.
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