Customer Insights Manager

Customer Insights Manager

This role at MOSAIC Wellness is for a Customer Insights Manager who will be crucial in shaping our customer experience. You'll serve as the source of truth for understanding customer needs, preferences, and concerns, using these insights in a highly cross-functional capacity to implement improvements and significantly enhance the overall experience and Net Promoter Score (NPS).

Key Responsibilities

• Feedback Collection: Collect customer feedback and inputs from various channels, including conversations, surveys, and online media.
• Data Analysis: Analyze data to derive patterns and identify areas for improvement.
• Actionable Insights: Translate findings into actionable insights and concrete areas for enhancement.
• Cross-Functional Collaboration: Collaborate with various functional teams to prioritize and implement identified changes.
• Impact Monitoring: Monitor the impact of implemented changes and iterate as necessary to ensure continuous improvement.

Qualifications

• 2+ years of experience, preferably in a startup environment.
• Experience in customer insights, Voice of Customer (VOC) roles, and customer research is a plus.
• A customer-first mindset with a deep understanding of customer behavior and the ability to translate core customer insights into actionable improvements.
• Strong analytical skills with the ability to interpret data, draw insights, and make informed decisions using visualization and analytical tools.
• Ability to thrive in a fast-paced, dynamic environment and drive results.
• Demonstrated bias for action, ownership mentality, and determination to overcome challenges and achieve goals.