The Customer Experience Planning & Insights Manager, reporting to the Director of CX, will be responsible for driving the strategic planning and execution of customer experience initiatives. This role involves leading business forecasting efforts as well as helping to predict and shape our service strategies based on data driven insights.   Additionally, this role will collaborate closely with cross-functional teams to develop and implement customer-centric programs across various touchpoints.

What you will do:

Capacity Planning & Forecasting: Develop and maintain accurate forecasting models to predict contact center volume across channels (phone, email, chat, social).  Analyze historical data & trends to create short and long term capacity plans. Adjust forecasts and capacity plans based on business changes, marketing activities, and product launches.Medical Provider Forecasting: Develop and maintain accurate forecasting models to predict customer volume seeking medical appointments, ordering laboratory tests & fulfilling specific pharmaceutical prescriptions.  Adjust forecast and supply requirements based on business changes, product launches and customer behaviorCustomer Insights Analysis: Utilize advanced data analytics tools and methodologies to gather, analyze, and interpret customer data. Identify key trends, behaviors, and pain points to inform strategic decisions.

• Voice of Customer (VoC) Programs: Design, implement, and manage comprehensive Voice of Customer programs. Collect and analyze feedback to measure satisfaction and uncover actionable insights.
• Financial Planning and Budgeting: Collaborate with finance teams to develop budgets and financial plans that support CX initiatives. Monitor spending against budgets and ensure financial efficiency in all CX activities.
• ROI Analysis: Conduct return on investment (ROI) analysis for CX initiatives to measure financial impact. Use these insights to prioritize projects and allocate resources effectively.
• Cross-functional Collaboration: Partner with product development, marketing, sales, and operations teams to integrate customer insights into product enhancements, marketing strategies, and service improvements.
• Performance Monitoring: Establish and monitor KPIs and metrics to evaluate the effectiveness of CX initiatives. Use data-driven insights to recommend and implement optimizations
• Stakeholder Communication: Present findings, insights, and strategic recommendations to senior management and key stakeholders. Clearly articulate the impact of customer insights on business outcomes

It’s a perfect match if you have:

• 4+ years experience in customer experience, workforce management, operations, insights,  analytics, finance or business planning
• Experience in implementing and utilizing standard and emerging technology to drive quality analytics and insights
• Experience with business intelligence and data analytics tools such as Metabase, Redash and others
• Experience in data driven decision making managing customer outcomes through workforce productivity and executing workforce management strategies

Nice to have:

• Experience in early stage, high growth startups is a plus.
• Experience in healthcare and the wellness industry

What we can offer:

• A comprehensive and generous total rewards package
• Health and Dental Insurance coverage
• Fully remote work policy
• Unlimited Paid time off
• Authentic startup exposure, enabling direct impact on our expanding venture
• Embrace a culture valuing autonomy and accountability, where success is result-driven

The pay range for this role is $65,000- $100,000. We offer a competitive salary package and may include variable compensation. Actual compensation is based on factors such as the candidate’s location, skills, qualifications, and experience.