VoC & Customer Experience Strategy Consultant

What Market Intelligence & Analytics contributes to Cardinal Health
Marketing is responsible for assessing customer needs, market conditions and competition to inform business strategy. Marketing implements the strategy through developing, commercializing and monitoring the appropriate products and services.

Market Intelligence & Analytics is responsible for market data/information, other business analytics in support of marketing.

Responsibilities
Program Support

Support the execution, maintenance, and continuous improvement of a comprehensive Voice of the Customer (VoC) program to capture, analyze, and act on customer feedback

Contribute to development and maintenance of a roadmap for the evolving Customer Experience/VoC program, ensuring alignment with the company’s strategic goals

Establish and monitor key performance indicators (KPIs) to measure the effectiveness of VoC initiatives

Customer Insights and Analysis

Gather and analyze customer feedback from various channels, including surveys, social media, and customer support interactions

Identify key trends, pain points, and opportunities for improvement in the customer experience

Present actionable insights to senior leadership and other stakeholders to inform decision making and drive customer-focused improvements

Cross-Functional Collaboration

Work with cross-functional teams in the development and execution of initiatives based on VoC insights

Serve as an internal advocate for the customer, working to ensure the customer’s voice is heard and prioritized in business decisions

Customer Experience Improvement

Identify and recommend enhancements to products, services, and processes based on customer feedback

Collaborate with teams to document and track solutions that address customer pain points and enhance the overall customer experience

Monitor the impact of implemented changes and continuously seek opportunities for further improvement

Reporting and Communication

Develop and maintain regular reports and dashboards to track VoC metrics and share insights with stakeholders

Communicate VoC findings and progress to stakeholders, ensuring transparency and alignment with company objectives

Assist with regular feedback sessions and workshops to engage employees at all levels in the VoC program

Qualifications

Bachelor's degree in related field, or equivalent work experience, preferred

4-8 years of related experience, preferred

3+ years of experience in a customer insights, customer experience, or related role, preferred

Strong analytical skills, with experience in data analytics, survey administration, and customer feedback tools, preferred

Familiarity with general research, customer experience, and voice of customer principles, preferred

Experience working in Qualtrics preferred

Strong project management skills, with the ability to manage multiple priorities and deadlines

Excellent communication and presentation skills, with the ability to convey complex insights to a variety of audiences

Experience working in a fast-paced environment with a focus on customer-centric growth

What is expected of you and others at this level

Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects

May contribute to the development of policies and procedures

Works on complex projects of large scope

Develops technical solutions to a wide range of difficult problems

Solutions are innovative and consistent with organization objectives

Completes work independently; receives general guidance on new projects

Work reviewed for purpose of meeting objectives

May act as a mentor to less experienced colleagues

Anticipated salary range
$80,900 - $127,050

Bonus eligible
No

Benefits

Medical, dental and vision coverage

Paid time off plan

Health savings account (HSA)

401k savings plan

Access to wages before pay day with myFlexPay

Flexible spending accounts (FSAs)

Short- and long-term disability coverage

Work-Life resources

Paid parental leave

Healthy lifestyle programs

Application window anticipated to close
07/14/2026 (please submit application as soon as possible)

Equal Opportunity/Affirmative Action
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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