Senior Customer Experience Analyst

This job is with Charles River, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we'll help you build a career that you can feel passionate about.

Job Summary

At Charles River, we are passionate about improving the quality of people's lives. When you join our global family, you will help create healthier lives for millions of patients and their families. 
 
Charles River employees are innovative thinkers, who are dedicated to continuous learning and improvement. We will empower you with the resources you need to grow and develop in your career. 
 

As a Charles River employee, you will be part of an industry-leading, customer-focused company at the forefront of drug development. Your skills will play a key role in bringing life-saving therapies to market faster through simpler, quicker, and more digitalised processes. Whether you are in lab operations, finance, IT, sales, or another area, when you work at Charles River, you will be the difference every day for patients across the globe.

Charles River Labs is seeking a Senior Customer Experience (CX) Analyst to assist in building and implementing a world-class CX / VoC organisation. This analyst will focus on improving the customer experience by understanding it through data collection, action-tracking, and reporting. They'll assist in covering and communicating CX opportunities across the organisation. The CX Analyst will report to the Director of Product Design, who leads the Customer Experience and Product Design (User Experience) teams.

Essential Job Functions:

Collaborate cross-functionally to understand needs and pain-points of the business; coach teams in how to effectively achieve their goals through qualitative and quantitative research measures.
Create and evaluate Customer Satisfaction Surveys, identify weaknesses and / or patterns, and develop strategies to maximise customer satisfaction and survey scores.
Analyse customer satisfaction data to extrapolate meaningful information to prioritise and target customer experience improvement opportunities.
Collaborate with department managers / teams to implement changes in materials, employee development and training programs.
Assist in cross-departmental teams to identify and analyze structural and operational improvement options to deliver extraordinary customer experiences.
Monitor multiple sources of VoC feedback, including customer surveys, digital feedback, and other channels to identify and assess gaps in the customer experience.
Collaborate to identify operational metrics and systems/tools to align operations with achieving division's customer satisfaction goals.
Conducts all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company.
Maintain working knowledge of all company business lines and high-level strategic objectives.
Work with departments to develop implementation action plans and timelines for the new processes / CX touchpoints.
Assist in creating artifacts that share detailed & real-time customer feedback with the organization to provide a better customer experience.

What We Offer You

A very comprehensive benefits package including bonus and much more – Specific benefits dependent on residency for role.

Job Qualifications

Bachelor's degree in Business, Statistical Analysis, Research, or a related field.
 "Self-starter" mindset; energised by ambiguity and seeks solutions to problems proactively and creatively.
Life sciences background or interest a plus.
Proven experience in Customer Experience or related function.
Exceptional troubleshooting and problem-solving abilities
Strong business acumen, and the ability to analyse and use information.
Excellent verbal, written and interpersonal communication skills.
Strong statistical background and comfort with large amounts of data.
Demonstrated ability to develop strong working relationships at both executive and staff levels.
Excellent service-driven, customer-focused skills.
Proficiency with MS Suite, Qualtrics, User Research, and working in Agile frameworks.

About Corporate Functions
The Corporate Functions provide operational support across Charles River in areas such as Human Resources, Finance, IT, Legal, Sales, Quality Assurance, Marketing, and Corporate Development. They partner with their colleagues across the company to develop and drive strategies and to set global standards. The functions are essential to providing a bridge between strategic vision and operational readiness, to ensure ongoing functional innovation and capability improvement. 

About Charles River
Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients' clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.

With over 20,000 employees within 110 facilities in over 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client's unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world. 

At Charles River, we are passionate about our role in improving the quality of people's lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly supported the development of 80% of the drugs approved by the FDA in the last five years.

At Charles River Laboratories, we recognize and recruit all talent. We are a company committed to the principle of diversity and inclusion and work daily in this direction.

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