Company & Role Overview
Summary
"Trulieve Grows One Patient at a Time"
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Role Summary:
Key Duties and Responsibilities
- Data Analytics responsibilities including CX Dashboard development, Customer Research and Voice of the Customer (VOC) Program support, CX data and management information (MI) Collection, and CX Performance Indicators and Measures
- Customer experience strategy and insights responsibilities including Customer Journey mapping and Service Design/Service Delivery Strategy support
- Team lead, responsible for overseeing the work of each CX Analyst at the hub level
- Delivery and governance responsibilities including CX Closed-loop process Implementation and Integration, CX Training Materials and Employee Engagement Plans
- Participate in CX Data Analytics, CX Strategy and CX Governance Meetings
- Develop department specific performance
- Develop predictive models of company performance
- Create and implement surveys
- Ensure data integrity and privacy compliance and opt ins/communication compliance.
- Analyze ROI, lifetime value of customers, customer satisfaction, etc.
- Data manipulation expertise involving data extractions, data matching between multiple systems, transformations, cleansing, and loading
- Interest and/or experience in interpreting results from statistical and mathematical model
- Interest and/or experience in data visualizations, machine learning, and predictive modeling
- Evaluate current user experiences across all lines of business in North America to identify gaps and provide recommendations and strategic solutions
- Partner with business stakeholders, delivery teams, redesign processes and technology capabilities to deliver optimal and customer centric experiences
- Meet with external users to understand and document challenges and feedback; analyze analytics data and user feedback received across the organization; take feedback and findings and create plan for action items
- Create presentations on CX initiatives to present to senior leadership and key business stakeholders
- Help to define and establish criteria and KPI s for assessing implementation success
- Assist with driving cultural change around workforce management by demonstrating the value of effective case management, resource scheduling, utilization and risk management
- Win as a team - make big things happen by working together and being open to new ideas
- Respect and promote inclusion & diversity.
SKILLS AND QUALIFICATIONS
- Inclusive, collaborative, promote open communication, celebrate success, passionate, innovative, committed and able to cultivate authentic relationships.
- University degree or equivalent experience
- Passionate about data analysis, data engineering and science
- Excellent analytics skills on large data sets and have the ability to synthesis into key findings
- Critical Thinking skills
- Knowledge of running queries, databases and data sets
- Knowledge of programming languages
- Knowledge of data visualization tools - Tableau / Microstrategies/Shiny/Kibana)
- Build collaborative networks with key stakeholders
- Excellent interpersonal skills to deal with a wide range of internal customers and stakeholders
- Strategic thinker with ability to influence across the organization
- High attention to detail with ability to work independently and take ownership
- Strong communication, time management, data analysis, and business analysis skills
- Possess strong interpersonal skills with a proven ability to communicate across different levels of an organization
- Ability to work collaboratively with multiple stakeholders in various locations Demonstrated outstanding communication (written, verbal and listening) skills, intuition, and follow-through; combined with a caring attitude
- Ability to effectively present information and respond to questions from management, peers, and employees
- Ability to work under pressure within tight timelines.
- Must be at least 21 years of age
- Must be able to pass a level 1 and level 2 background check and drug screening
Equal Opportunity Employer l Trulieve Supports a Drug Free Workplace
Working Environment
(No Information)