CX Advisor

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

The Advisor owns the adoption and success of Consumerism (CX) products in their user base and has a deep understanding of the healthcare marketing landscape including industry trends and key challenges and priorities.

Advisors partner with Press Ganey clients and work cross-functionally with internal team members, primarily HX CSMs, to identify solutions to meet client challenges.

Through alignment with the delivery and client success teams, Advisors ensure that improvement processes are implemented timely and align with the client’s CX strategy.  Advisors will leverage analytics, best practices, client networking and industry programs to provide proactive insights in the support of client’s increased adoption and success with the CX products.

Duties and Responsibilities

• Deeply understand the unique challenges that client stakeholders face, with an equal understanding of how PG CX products and insights align to and support decision making for priorities.
• Track client usage of PG products and partner with HX CSMs to improve and increase adoption of the CX products
• Provide feature overviews and deep dives to key clients when new functionality becomes available
• Provide on-demand improvement support and proactive analytic insights to engage clients in PG’s differentiating value and service in the CX space.
• Collaborate with thought leadership, BU Leadership, consulting, knowledge management, marketing, data science, and internal departments to create, adapt, and drive innovation in resources including analytics, social posts, blogs, case studies and other externally facing insights-at-scale
• Collaborate with BU, product, technology, delivery and thought leadership to identify market trends and provide feedback for new feature ideas.
• Coordinates regular cadence of client performance overview presentations in coordination with the HX CSMs and Growth teams
• Support and lead industry programs, online communities, webinars and events, etc., aimed at networking like clients to support Press Ganey’s value proposition.

Qualifications

• Minimum 5 years’ experience in healthcare field related to the improvement of the Consumer Experience.
• Excellent interpersonal, communications, listening, and presentation skills
• Solid working knowledge of improvement methodology, best practices, and data analytics
• Ability to travel up to 25% to provide client support both virtually and onsite, via webinar/group meeting or individual consultation
• Ability to work in a fast-paced environment while prioritizing competing client needs
• Obsession with customer experience including follow-up and problem resolution

Education

• Bachelor’s degree and 5 years minimum of prior relevant experience with healthcare consumer experience improvement

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At PG Forsta we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Additional Information for US based jobs:

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state, or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

The expected base salary for this position ranges from $70,000 to $100,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/