Patient Experience Manager jobs in Toledo, OH

• North Olmsted / Cleveland, OH
• Maumee / Toledo, OH
• Oak Creek / Milwaukee, WI
• Deerfield / Chicago, IL

• Plan, organize, and oversee CX research projects, ensuring they are delivered on time, within budget, and aligned with project objectives and priorities.
• Conduct qualitative and quantitative research, including customer interviews, surveys, and journey mapping, to gain deep insights into customer needs, pain points, and expectations throughout their journey.
• Develop research strategies and methodologies that align with project goals, leveraging industry best practices and innovative approaches to generate meaningful insights.
• Analyze research data and feedback, utilizing various analytical techniques and tools, to uncover trends, identify patterns, and derive actionable insights that contribute to enhancing the customer experience.
• Collaborate closely with cross-functional teams, including category management, channel marketing, and customer support, to incorporate research findings into business strategies, product development, and process improvement initiatives.
• Develop and refine customer personas and segments based on research insights, ensuring they accurately represent different customer types, behaviors, and preferences.
• Present research findings and insights to internal stakeholders, including executives and team members, in a clear and compelling manner, influencing strategic and tactical decisions.
• Build relationships and manage communications with internal clients.
• Orchestrate selection and ongoing management of third-party research vendors as well as continuously discover/vet potential new research partners.
• Stay informed about the latest CX research methodologies, trends, and best practices, and apply this knowledge to enhance the organization's research capabilities.

• Bachelor’s degree in Business Administration (Marketing/Analytical emphasis) or Social Sciences required.
• Minimum of 4-6 years of experience in CX research, market research, or related fields
• Strong expertise in qualitative and quantitative research methods, such as interviews, surveys, and journey mapping, with a proven ability to derive actionable insights from research data.
• Demonstrated experience in successfully managing research projects, including planning, execution, and delivery within defined timelines and budgets.
• Excellent analytical and problem-solving skills, with the ability to analyze complex data, identify trends and translate findings into actionable recommendations.
• Deep understanding of customer experience principles and a passion for improving the customer journey and overall satisfaction.
• Strong problem-solving skills with the ability to utilize technical and influencing skills, as well as foster understanding of business strategy for teams.
• Proficient using research platforms, specifically survey, usability testing and VOC (e.g., Qualtrics, Decipher, Usertesting, InMoment, Medallia).
• Strong interpersonal skills with the ability to collaborate effectively with cross-functional teams.
• Strong communication skills with the ability to tell stories that persuasively deliver key insights.
• Comfortable exploring new ideas and practices in areas that are unfamiliar or ambiguous.
• Demonstrates initiative and the ability to work independently as well as in a team environment.
• Must be able to work in fast paced environment and handle multiple projects effectively.

About the Company:
Therma-Tru