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    Customer Experience - Oklahoma City, United States - Ichgcp

    Ichgcp
    Ichgcp Oklahoma City, United States

    1 week ago

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    Description

    Customer Experience (CX) Analyst

    Charles River Laboratories International Inc (CRL)

    Wilmington, MA, US, 01887*Customer Experience (CX)

    Analyst Req ID #: 92535 Location:
    Wilmington, MA, US, 01887 At Charles River, we are passionate about improving the quality of peoples 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 digitalized 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.

    Job Summary

    Charles River Labs is seeking a Customer Experience (CX) Analyst to assist in building and implementing a world-class CX/VOC organization.

    This analyst will focus on improving the customer experience by understanding the customer experience through data collection, action-tracking, and reporting.

    Theyll assist in covering and communicating CX opportunities across the organization.
    Essential Job Functions

    • Evaluate Customer Satisfaction Surveys, identify weaknesses and/or patterns, and develop strategies to maximize customer satisfaction and survey scores
    • Analyze customer satisfaction data to extrapolate meaningful information to prioritize 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 divisions customer satisfaction goals
    • Develop and maintain project plans, issues log and status reports
    • 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 dashboards that share detailed & real-time customer feedback with the organization in an effort to provide a better customer experience
    • Additional duties as assigned Job Qualifications
    • Bachelor's degree in Business or a related field from a four-year college or university with a strong analytical foundation
    • Life sciences background or interest a plus
    • 1-3 years experience in Customer Experience or related function
    • Exceptional troubleshooting and problem-solving abilities
    • Strong business acumen, and the ability to analyze 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 Office
    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 17,000 employees within 90 facilities in 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our clients unique challenges.

    Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world. And in 2019, revenue increased to $2.62 billion.
    At Charles River, we are passionate about our role in improving the quality of peoples 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 ~85% of the drugs approved by the FDA in 2019.
    Equal Employment Opportunity
    Charles River Laboratories is an Equal Opportunity Employer - M/F/Disabled/Vet.

    If you are interested in applying to Charles River Laboratories and need special assistance or an accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e-mail message to This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status of applications.

    For more information, please visit

    Nearest Major Market:
    Boston

    Job Segment:
    Biotech, Pharmaceutical, Laboratory, Quality Assurance, Science, Research, Technology

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