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CX Analytics Specialist

Location: Durham, United States
Position Type: Unfixed Term
Job Function: Project/Program Management

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network. This includes our SLC site, formerly known as BioFire Diagnostics.

 

Position Summary:

Lead and develop the Analytics offer for the Customer Experience Stream of the Digital Transformation Program. The Analytics make sure that bioMérieux is truly creating a seamless user experience through the digital ecosystem and deliver impact for the organization. 

 

Responsibilities:

  • Ensure CX performance is tracked and actions are taken.
  • Identify new ways to measure the feedback we get from customers.
  • Build a CX Analytics Roadmap with the Digital Team, the Information Systems and the different departments involved in the project to measure and report the performance of the CX Stream from Strategy to Operations.
  • Translate company and business objectives into concrete and measurable KPIs
  • Create reports and Dashboards that relates to the goals of the CX Team.
  • Animate and finalize the requirement collection from the business when it comes to Analytics implementation
  • Implement customized web analytics and website optimization tools based on business needs
  • Create and Animate an Analytics Committee to push recommendations and actions plans based on the insights collected (Quantitative and Qualitative)
  • Lead all CX Analytics Projects – aiming at showing the value and impact of Digital Transformation thanks to Interactive and Dynamic CX Dashboard.

 

Studies and Experience:

  • Bachelor degree in Marketing/Data/Business related field or Web Analytics Management – Master Degree preferred
  • 6+ years of experience in enterprise level web site analytics tools (tagging, running reports and managing the tool). Experience in a digital/web agency is a plus.

 

Skills and Qualifications:

  • Requires true passion for digital customer experience as well as being a creative thought-leader
  • Experience working with transformation initiatives and agile environments is preferred
  • Experience in the lifecycle of data storytelling, including data collection, data storage, data reporting and dashboard management
  • Knowledge of Tableau Software or other Business Intelligence Tool such as Power BI
  • Knowledge of Salesforce CRM is an advantage
  • Strong interpersonal skills, organizational skills, teamwork and collaboration skills.
  • Must have excellent verbal and written communication skills (in English, French is a plus)
  • Turn complex data into simple stories that drive action.
  • Ability to multitask and work within deadlines, professionally managing competing priorities.
  • Experience working in a matrix organization in multinational companies would be advantageous.

 

Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMérieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at [email protected].

BioMérieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).

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