Senior Manager - Customer Insights

Job Description

Job Description

Job Summary :

We are looking for an enthusiastic and dedicated customer experience specialist to enhance the customer insights program. The ideal candidate will have a passion for creating positive customer experiences through actionable insights. The position will apply a creative application of consumer insight collection to investigate key points of the customer journey. In this role, you will work directly with the VP of Customer Experience to apply these insights to improvements to the customer experience to drive consumer loyalty and business growth. Candidates should feel comfortable presenting these findings and techniques to executive-level staff.

To ensure success as a customer experience specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.

The Senior Manager will work directly with vendor teams as the manager of customer insight platforms. This role will require the candidate to work efficiently with both external vendors and internal teams to drive CX objectives. Candidates must have experience working with platforms like Medallia, ZenDesk, Google, and other Customer Signal platforms.

Compensation :

Enjoy a competitive compensation of $84,000 - $87,000 per year, depending on experience and qualifications.

This remote role is preferably located in the eastern time zone.

Key Responsibilities :

• Tracking customer experiences across online and offline channels, devices, and touchpoints.
• Proficiency in managing teams of up to 5 people.
• Development of Survey programs and data collection.
• Application of greater market research programs
• Managing project plans for both CX program development and the application of consumer feedback.
• Collaborating with all departments to provide useful data and dashboards, to both enhance and report on the customer experiences and brand awareness.
• Aligning customer experience reporting with business goals.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Developing programs for customer insight collection.
• Analyzing Customer Journey mapping to integrate key touchpoint data collection.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Managing vendor relationships on all levels and keeping implementations, launches, and updates on track.
• Assist with driving cultural change around workforce management by demonstrating the value of effective case management, resource scheduling, utilization, and risk management
• Evaluate current user experiences across all lines of business in North America to identify gaps and provide recommendations and strategic solutions
• Meet with external users to understand and document challenges and feedback; analyze analytics data and user feedback received across the organization; take feedback and findings and create a plan for action items

What We’re Looking For :

Why You'll Love It Here :

Why LaserAway?

At LaserAway, we redefine excellence in aesthetic dermatology. Every treatment is performed by licensed medical professionals supported by 25 board-certified dermatologists who craft and monitor our protocols for unmatched safety and effectiveness. With state-of-the-art technology and premium products, we treat all skin types with precision and care, combining clinical expertise with cutting-edge innovation.

Our 170 locations and growing footprint make life-changing treatments accessible to everyone. Open seven days a week, we prioritize convenience and self-care. Guided by a patient-first approach, we deliver exceptional experiences that build trust and loyalty.

Ready to Join the Team?

If you’re ready to turn data into actionable insights and drive meaningful results, apply now! Be part of a company that values your expertise and empowers you to make a difference.

Apply today and let’s shape the future together!

Benefits Summary :

LaserAway provides competitive compensation packages and a comprehensive range of benefits, including Medical, Dental, Vision, Disability and Life Insurance, a 401(k) plan with a company match, and additional ancillary benefits. We also offer Paid Time Off (PTO) in compliance with state and federal requirements, ensuring our employees are supported both professionally and personally. LaserAway also provides incentive compensation, including potential bonuses and commissions, depending on role and performance.

Disclaimer :

This job description is not exhaustive and may be updated at any time. LaserAway is an Equal Opportunity Employer and will provide reasonable accommodations for employees with disabilities to perform essential functions, barring undue hardship. Duties may be reassigned as needed.

Salary : $84,000 - $87,000