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DescriptionThe Company's Service Dashboard is a PBM performance report card created each quarter to inform senior leadership of performance against service targets across the PBM. The dashboard contains attitudinal, competitive and execution metrics tracked by and gathered from multiple departments. The Senior Consultant, Customer Research manages the project, ensuring that all metrics are accurate. In addition, the Sr. Consultant, Customer Research reviews the dashboard metrics, looking for key trends, successes and significant misses, and researching the business events that impacted the results. The Sr. Consultant then creates the Highlights presentation outlining the trends that is reviewed by the Executive Committee each quarter.
The Sr. Consultant also assists the Sr. Advisor, Client Research to manage the administration of the Client Relationship and Loyalty Survey from conception through analysis and reporting. This will include assisting account team members in creating client subscriptions to ensure appropriate clients are invited to participate in the survey.
In addition, custom performance guarantees and internal client satisfaction surveys have increased in the past year, and this role is responsible for managing the project, programming the online survey, inviting the clients to participate and reporting the results.
This role is also responsible for using the Digital Dashboard to conduct ad-hoc analyses to support requests from sales leaders.
This critical role needs an experienced professional with the ability to see the big picture while attending to minute details in order to flawlessly execute each survey administration and report findings and recommendations to sales leadership.