Customer Experience Specialist (VoC)

Description

Who is USP?

The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the world’s leading health and science experts to develop rigorous quality standards for medicines, dietary supplements, and food ingredients. At USP, we believe that scientific excellence is driven by a commitment to fairness, integrity, and global collaboration. This belief is embedded in our core value of Passion for Quality and is demonstrated through the contributions of more than 1,300 professionals across twenty global locations, working to strengthen the supply of safe, high-quality medicines worldwide.

At USP, we value inclusive scientific collaboration and recognize that attracting diverse expertise strengthens our ability to develop trusted public health standards. We foster an organizational culture that supports equitable access to mentorship, professional development, and leadership opportunities. Our partnerships, standards, and research reflect our belief that ensuring broad participation in scientific leadership results in stronger, more impactful outcomes for global health.

USP is proud to be an equal employment opportunity employer (EEOE) and is committed to ensuring fair, merit-based selection processes that enable the best scientific minds—regardless of background—to contribute to advancing public health solutions worldwide. We provide reasonable accommodations to individuals with disabilities and uphold policies that create an inclusive and collaborative work environment.

Brief Job Overview

Part of the Customer Success & Operations (CSO) team, the Customer Experience Specialist (Voice of Customer) is responsible for supporting the Voice of Customer (VoC) program. This role involves assisting in the collection and analysis of customer feedback to generate actionable insights that drive improvements in customer satisfaction, loyalty, and overall experience. The Specialist will work closely with the Senior Manager CX VoC to identify opportunities for VoC mechanism expansion, enhancement, or integration, as well as collect and analyze VoC and KPI data impacting customer experience.

How will YOU create impact here at USP?

As part of our mission to advance scientific rigor and public health standards, you will play a vital role in increasing global access to high-quality medicines through public standards and related programs. USP prioritizes scientific integrity, regulatory excellence, and evidence-based decision-making to ensure health systems worldwide can rely on strong, tested, and globally relevant quality standards.

Additionally, USP’s People and Culture division, in partnership with the Equity Office, invests in leadership and workforce development to equip all employees with the skills to create high-performing, inclusive teams. This includes training in equitable management practices and tools to promote engaged, collaborative, and results-driven work environments.

The Customer Experience Specialist (VoC) has the following responsibilities:

• VoC Program Support:
• Support the design, management, and implementation of customer feedback collection methods, including, but not limited to, CRM VoC fields and values, surveys, interviews, focus groups, and social listening.
• Coordinate and work with USP teams such as Strategic Customer Development, Quality Assurance, Finance, Service & Support, USP Store analytics, and others, to collect VoC data, KPIs, and customer behavior impacting Customer Experience for further analysis.
• Collaborate with the survey design team on survey questions and deployment to capture additional feedback and KPIs/metrics (such as CSAT, NPS, etc.).
• Data Analysis & Reporting:
• Collect, organize, and analyze VoC data received through various channels (such as surveys, data from applications [Salesforce, Oracle EBS, Chatbot, IVR, CTI, etc.] and USP Store interactions).
• Develop reports and dashboard visualizations to generate insights from the VoC data, to identify trends, barriers/pain points, and opportunities for improvement.
• Monitor reports and dashboards to identify pain points and areas for improvement and alert CSO management.
• Provide support in examining patterns and trends in VoC data, and proactively identify areas where further analysis may be needed to determine factors contributing to certain trends.
• Continuously monitor and evaluate the impact of customer experience initiatives and interventions, using metrics such as NPS, CSAT, CES, CPS, TAT, RSAT, CSS.
• Program Improvement & Innovation:
• Continuously evaluate and provide suggestions on ways to enhance the collection and utilization of customer feedback.
• Stay up-to-date with industry trends and emerging practices in data and business analytics, customer experience, and feedback mechanisms.

Who is USP Looking For?

The successful candidate will have a demonstrated understanding of our mission, commitment to excellence through inclusive and equitable behaviors and practices, ability to quickly build credibility with stakeholders, along with the following competencies and experience:

Education & Experience:

• Bachelor’s degree in data science, data analytics, business analytics, or a related field.
• 2-4 years of experience in data analytics or related fields, with a focus on VoC programs.

Skills & Competencies:

• Strong analytical skills with the ability to develop reports and dashboards, interpret complex data, and derive actionable insights.
• Excellent communication.
• Proficiency in VoC and CX management tools including, but not limited to, Qualtrics, Salesforce, Adobe Analytics, Tableau, Alteryx desktop, and MS Excel. Proven ability to successfully leverage Microsoft Copilot (AI), by crafting effective prompts to identify VoC and CX insights and trends.
• Demonstrated understanding and experience in Salesforce and Tableau reporting and dashboards strongly preferred.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
• A customer-centric mindset with a passion for improving the customer experience.
• Willing to work in 2-10:30pm shift.

Supervisory Responsibilities

None, this is an individual contributor role.

Benefits

USP provides the benefits to protect yourself and your family today and tomorrow. From company-paid time off and comprehensive healthcare options to retirement savings, you can have peace of mind that your personal and financial well-being is protected.

Note: USP does not accept unsolicited resumes from 3rd party recruitment agencies and is not responsible for fees from recruiters or other agencies except under specific written agreement with USP.

Job Category Customer Service

Job Type Full-Time