Purpose:

The Customer Excellence Senior Analyst is responsible for providing accurate and timely research, data collection, analysis, verification, and reporting of data or information. The ideal candidate must be passionate about the impact of customer experience on an organization’s success. They will proactively identify critical business success metrics, provide analytical and strategic support (baseline, root cause analysis, setting targets/ goals) to deliver a world class customer experience.

The Customer Excellence Senior Analyst will conduct various analyses using multiple data sources and identify actionable insights/recommendation in a cohesive manner. This candidate will develop operational insights to inform stakeholders across the organization such as regional sales leaders, contact center & marketing leadership, and others on how to improve their respective CX KPIs based on those insights and recommendations. They will demonstrate expertise in using data & analytics to identify trends/patterns, answer business questions and support business decisions.

Key Duties and Responsibilities:

• Qualitative & Quantitative analysis skills
• Perform analysis and develop insights based on various market dynamics (Segments, region, personas, customer profiles, etc.)
• Conduct deep dives analysis on specific topics within areas and regions to find root causes, identify opportunities and define solutions.
• Provide tactical guidance to support key driver analysis, modeling, segmentation & profiling and other analysis.
• Develop reporting as needed or requested by management.
• Work under minimal supervision and adapt to a dynamic and challenging environment.
• Be very customer focused and able to interact with multiple internal and external team members daily.
• Strong organization and time-management skills to prioritize, set and meet productivity goals.
• Excellent written and verbal communication skills
• Collaboration/relationship building and detail-oriented skills
• Innate intellectual curiosity, demonstrated desire to take initiative, and ability to think creatively to solve problems
• Lead and assist with special projects as needed.
• Effective and consistent communication with Manager.

Teams that are worked closely with are SRO (Service), Shipping/Receiving, TPS (Tech Support), All Marketing Divisions, Medical Education, All Sales Divisions, Finance, & Customer Experience. Purchase Approvals (Purchasing inventory from FG to replenish safety stock). Marketing/Configured Log. Budget Reports. Sunshine Act Reports. Consolidated PM process. AET Inventory Reports. Consolidated & Ship complete Reports. Safety Stock for evaluation & loaner pool needs.

• In addition to the main responsibilities listed above the manager is allowed to use discretion to add further duties and tasks based on the business needs which are not explicitly listed here.

Minimum Requirements:

• Bachelor’s degree in related field or associates degree with 5-7 years’ professional experience
• 2+ years related work experience in analytics or related area with a proven analytical and business/customer service background

Preferred Qualifications:

• Healthcare or Medical Device Industry experience
• Expertise in research methodologies, statistical tools & techniques, and advanced analytics
• Experience in data analysis with expertise in analytical tools and techniques and communicating insights & recommendations
• Proven experience in Microsoft applications with advanced expertise in Excel.
• Excellent organizational and time management skills
• Collaboration/relationship building and detail-oriented skills
• Equipped to work remotely
• Basic office tasks
• Ability to sit/stand for 8 hours

ADA Disclosure:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

#LI-REMOTE

0-20% travel

This position is not eligible for visa sponsorship.

Disclosure as required by applicable law, the annual salary range for this position is $55,000-$95,000. The actual compensation may vary based on geographic location, work experience, education and skill level. The salary range is CONMED’s good faith belief at the time of this posting.

Benefits:

CONMED offers a wide array of benefits to fit your unique needs. Visit our Benefits Page for more information.

• Competitive compensation
• Excellent healthcare including medical, dental, vision and prescription coverage
• Short & long term disability plus life insurance - cost paid fully by CONMED
• Retirement Savings Plan (401K) - CONMED matches your contributions dollar for dollar, with the potential for up to 7% per pay period
• Employee Stock Purchase Plan - allows stock purchases at discounted price
• Tuition assistance for undergraduate and graduate level courses

CONMED is an Equal Opportunity Employer & an Affirmative Action Employer. CONMED is a strong advocate of workforce diversity. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, disability, citizenship status, or veteran status.

If you feel you need a reasonable accommodation pursuant to the ADA, you are encouraged to contact us at 800-325-5900 option #3.