CX Program Manager

September 12

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OGC Global

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OGC is a boutique research and consulting firm specializing in data-driven strategy, innovation testing and CX programs.

Consulting • Market Research • Data Analytics • Data Visualisation • Analytics

11 - 50

Description

• OGC is a boutique research and consulting agency specializing in data-driven strategy, quantitative analytics, and Customer Experience (CX) program design and optimization. • Work closely with CVS Health, supporting the rollout of a CX program across their portfolio. • Provide critical insights and analysis to improve customer satisfaction and business outcomes. • Gain experience in CX methodologies, market research, and data analytics. • Analyze customer feedback, transforming data into actionable insights to improve CVS's business processes and customer experiences. • Manage global customer experience programs with a cross-functional team. • Oversee project timelines and coordinate efforts across teams. • Manage relationships and ongoing work with implementation vendors. • Provide analytical support using Excel, Python, and SQL to turn research into actionable insights. • Design and test surveys to meet client needs. • Create clear reports from diverse data sources for senior executives and other stakeholders. • Solve technical and logistical challenges, manage vendors, and optimize CX reporting platforms. • Deliver concise updates to managers and clients.

Requirements

• Bachelor’s degree in Social Science, Business, Statistics, Computer Science, or a related field from a top university. • 3-5 years of experience in market research, data analysis, customer experience, consulting, or a related field, with a background in Life Sciences preferred. • Proficiency with analytical tools such as Excel, Python, SQL, and BI tools (e.g., Tableau, Power BI). • Experience with a CX platform (Medallia Significant Advantage). • Familiarity with statistical packages like Stata, SPSS, or R, and some programming background (e.g., XML, VBA) is advantageous. • Demonstrated ability to quickly learn new technological and analytical tools and methodologies. • Exceptional attention to detail and strong verbal and written communication skills, with the ability to present research insights clearly. • Experience in survey design, sampling methods, and survey-based market research is a plus. • Ability to manage multiple projects at once. • Thrives working both independently and as part of a team.