Voice of the Customer Project Manager

OGC is a boutique research and consulting agency specializing in data-driven strategy, quantitative analytics, and Customer Experience (CX) program design and optimization. We work with some of the world’s largest organizations across a variety of industries, including Financial Services, Specialty Retail, Telecommunications, Hospitality and Software, helping them to gain a deep understanding of their customers, develop actionable insights, and improve business processes.

We are seeking a full-time Voice of the Customer Project Manager to join our US team. In this role you will work closely with a Fortune 500 organization, as an embedded VOC analyst and project manager. This role provides a great opportunity for a dynamic, self-starter individual to become part of a high-performing team, and implement a hands-on approach to research and consulting, in order to help our clients become more insightful, uncover opportunities to grow their businesses, and create happier end-customers.

About the role

The project manager's role is to help our client’s team manage their global Voice of the Customer program and gain insights from across a range of data points with a primary responsibility of analyzing customer data and feedback and transform them into actionable insights for the organization. This is an excellent opportunity for an individual who is interested in customer experience and project management. In this role, the candidate will use their analytical and problem solving skills to help the CX team build and manage the Voice of the Customer program.

This is a full-time, remote position in the East Coast of the united states. The awarded candidate will be fully embedded within the client’s Customer Experience team on behalf of OGC.

Responsibilities

• Work in a cross-functional team managing global customer experience programs

• Provide project management, technical, and analytical support for CX initiatives 

• Transform primary and secondary research into valuable, easy-to-understand insights and provide succinct updates to Managers and clients

• Leverage multiple data sources to create compelling reports for a broad audience of senior executives, frontline associates, and other targeted audiences

• Support survey design, stakeholder management, and navigate compliance and procedural bottlenecks

• Manage technical vendors and translate business needs for administration of CX reporting platform

• Handle internal communications with all relevant teams, pulling in the right support and generally ensuring project success

• Provide succinct updates to Managers and clients

Requirements

• Bachelor’s degree in Social Science, Management, Statistics, Computer Science or a related field from a top university

• Experience in Life Sciences

• 2-3 years experience in market research, project management, program management or a related field

• Self Starter, must be able to take initiative and recruit needed resources 

• Strong Excel and PowerPoint skills

• Ability to learn new technological/analytical tools and methodologies quickly

• Excellent attention to detail

• Exceptional verbal and written communication skills with the ability to communicate research insights in a clear and concise way

• Ability to prioritize and coordinate multiple projects and requests

• Capable of working both independently on projects and collaborating with a team

• Demonstrated experience and/or interest in survey-based market research, customer experience, and data analysis

• Experience / familiarity with survey design and sampling methods - An advantage

• Proficiency with a statistical package such as Stata, SPSS or “R” - An advantage

• Background with BI tools (e.g., Tableau, Power BI) - An advantage

• Some programming background (e.g., Python, XML, SQL, VBA) - An advantage