Cencora, previously known as AmerisourceBergen, is a leading global pharmaceutical solutions organization centered on improving lives. Ranked #21 on the Global Fortune 500, our team members are united in our responsibility to create healthier futures.

Our Shared Service Center in Lithuania is experiencing rapid growth and we have many diverse and exciting roles in Customer Service, Operations, IT, Finance and HR.  Join us and make a positive impact on human and animal health.

Job Details

As a CX Insights and Intelligence Specialist, you will play a vital role in analyzing customer feedback and behavior to generate actionable insights that inform our customer experience initiatives and business strategy. Your insights will drive the design and strategy of our Customer Experience efforts. You will collaborate with cross-functional teams to enhance our Voice of Customer architecture and the Closed Loop Feedback process, ensuring that valuable customer insights are shared across the organization. This position requires a strong analytical mindset, excellent communication skills, and a deep understanding of customer experience methodologies, as well as the ability to effectively engage internal stakeholders.

Responsibilities:

Research Development: Independently design qualitative and quantitative customer experience research initiatives to generate valuable customer insights.

Data Analysis: Analyze qualitative and quantitative customer data from various sources (surveys, feedback forms, customer interactions) to identify trends, patterns, and areas for improvement.

Insights Generation: Translate data into actionable insights and recommendations that inform customer experience strategies, as well as product and service enhancements.

Reporting: Develop and present regular reports and dashboards that effectively communicate findings and insights to stakeholders at all levels of the organization.

Collaboration: Work closely with cross-functional teams, including marketing, product management, and customer service, to enhance the overall customer experience.

Voice of the Customer (VoC): Maintain and advance the existing VoC architecture to ensure comprehensive gathering and analysis of customer feedback throughout the entire customer journey.

Closed Loop Feedback: Manage and enhance the Closed Loop Feedback process, ensuring thorough analysis and reporting on results.

Informing Strategy: Contribute to the creation of customer experience strategies that align with business goals and enhance overall customer satisfaction.

Continuous Improvement: Stay current with industry trends, best practices, and emerging technologies in customer experience and analytics to foster continuous improvement within the organization.

Education:

Degree in Sociology, Business, Data Analytics, Marketing, or another behavioral science; a Master’s degree is preferred.

Work Experience:

At least 3 years of experience in customer experience, market research, data analytics, or a related field, with a focus on extracting insights to drive business strategy. Previous experience with Team Member Experience initiatives is a plus but not mandatory.

Skills and Knowledge:

Excellent proficiency in English; knowledge of other European or Asian languages is beneficial but not mandatory.

Strong analytical skills with proficiency in data analysis tools (e.g., Excel, SPSS, SQL, or similar). Experience utilizing AI tools for data analysis is advantageous.

Excellent communication and presentation skills in English, with the ability to convey complex insights in a clear and actionable manner.

Familiarity with customer feedback tools and methodologies (e.g., customer journey mapping, Medallia, Mural).

Prior experience utilizing CX design methodologies and tools is beneficial but not mandatory.

Strong problem-solving skills and a proactive approach to identifying opportunities for improvement.

Ability to work collaboratively in a fast-paced, dynamic environment.

What Cencora offers

We offer a competitive annual bonus, life insurance from Day 1, a best-in-class health insurance package, and up to 6 fully paid benefit days a year. As a Cencora employee, you have the benefit of our referral bonus scheme, our boundless learning opportunities and our global Employee Assistance Program. We have a wonderful office location in Quadrum, equipped with everything you need for a small break at work and fresh snacks at all times. Become part of our purpose-driven, multicultural team now and help us create healthier futures

Full time

Gross Salary Range (Monthly)

€2,566.07 - €3,665.88

Affiliated Companies:Affiliated Companies: World Courier (Lithuania) UAB