Analyst, Customer Experience

Navitus About Us Navitus - Putting People First in Pharmacy - Navitus was founded as an alternative to traditional pharmacy benefit manager (PBM) models. We are committed to removing cost from the drug supply chain to make medications more affordable for the people who need them. At Navitus, our team members work in an environment that celebrates diversity, fosters creativity and encourages growth. We welcome new ideas and share a passion for excellent service to our customers and each other._____________________________________________________________________________________________________________________________________________________________________________________________________________. Current associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities. Pay Range USD $58,460.00 - USD $70,434.00 /Yr. Work Schedule Description (e.g. M-F 8am To 5pm) M-F 8am to 5pm CST Overview The Analyst, Customer Experience ensures efforts are in alignment with our customer focused efforts within the CX/DX department. The Analyst, Customer Experience will help envision, design, and create prototypes of positive customer interactions. Journey maps, ideation, and other facilitated events to enhance customer experience will be led by this role. Identifying and serving key stakeholders is critical to this role. The Analyst, Customer Experience will utilize their technical competency to facilitate prototyping activity. Is this you? Find out more below! ResponsibilitiesHow do I make an impact on my team?

• Use empirically proven ideation techniques to generate design ideas
• Document and produce experience artifacts including but not limited to customer journey maps
• Research and document customer interactions and implement improvements
• Research competitors/partners/companies and document findings
• Represent the voice of the customer (VoC) for a portfolio of products
• Conduct experience tests to determine meaningful implementation of new features
• Schedule and coordinate meetings and events led by the experience department
• Create process documentation and work instructions
• Create and maintain dashboards and/or team pages
• Other duties as assigned

QualificationsWhat our team expects from you?

• The ideal candidate will possess a bachelor’s degree in a business or technology related area of study and typically has 0-3 years prior professional experience with research and analysis or prior applicable academic experience. Equivalent experience may be considered in lieu of a formal degree
• Experience researching trends and experiences
• Knowledge of driving product ideas from concept to prototype is a plus
• Prior experience leading VoC efforts at an enterprise level is a plus
• Hold or be willing to obtain at least one certification recognized by a customer/user experience leader (CXPA, Forrester, Medallia, Neilsen Norman Group, HFI, IAOIP)
• Knowledge of healthcare industry practices, HIPAA, and applicable data privacy practices preferred
• Participate in, adhere to, and support compliance program objectives
• The ability to consistently interact cooperatively and respectfully with other employees

Location : Address Remote Location : Country US