Help us change lives

　　At Exact Sciences, we're helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you're working to help others.

　　Position Overview

　　The Exact Sciences Customer Experience (CX) team is responsible for defining, driving, and delivering innovative, immersive, memorable customer-centric journeys for all our customers, across all channels (digital and physical). These journeys are grouped by Customer Types (e.g., Patient, Provider) and further categorized into a set of Experiences (e.g., Understand Risks & Complete Screening, Confirm Diagnosis). Each Experience has a set of specific, measurable Objectives and Key Results (OKRs) that the overall team is accountable to fulfill.

　　The Senior Analyst, Voice of the Customer will play an important role on the CX Strategy & Research team that supports the broader CX organization. In this role, they will develop a deep understanding of our customers including behaviors and attitudinal perspectives, providing qualitative and quantitative insights. They will support the CX team as they collaborate across B2C and B2B teams and Experience & Capability Management leads to translate these insights into strategies, tactics, journey maps, personas, as well as objectives and key results.

　　This position may be site-based or remote.

　　Essential Duties

　　Include, but are not limited to, the following:

　　Support strategy and processes to capture and amplify "voices of the customer" insights for end-to-end customer experience in near real-time to business leaders across the Exact Sciences enterprise.Support Voice of the Customer (VOC) research opportunities, and document the needs and pain-points of addressable customer segments.Responsible for pulling and analyzing all customer data within the VOC platform (currently Medallia Experience Cloud) - certification of platform(s) will be required and provided, alongside ongoing training.Deliver monthly and quarterly reports for business stakeholders, and partner with Manager, Voice of the Customer to determine best insights to prioritize for product teams.Support the development of consumer-centered behavioral and attitudinal perspectives, along with qualitative and quantitative insights to inform the strategy and design of each Experience and corresponding Journey Maps.Support CX Strategy & Research team as they collaborate with Experience & Capability Management leads to help them 'connect-the-dots' between accumulated user research and specific Experience strategies, tactics, and Objectives & Key Results.Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork. Support and comply with the company's Quality Management System policies and procedures. Maintain regular and reliable attendance. Ability to act with an inclusion mindset and model these behaviors for the organization. Ability to work designated schedule. Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day. Ability to work on a computer and phone simultaneously. Ability and means to travel 10% between Exact Sciences locations (e.g., Madison, Redwood City).

　　Minimum Qualifications

　　Bachelor's Degree in Marketing, Customer Insights, Business Administration, or field related to the essential duties of the job OR High School Degree with 4 years of experience in customer experience, marketing, consumer research, or field related to the essential duties of the job.5+ years of experience working with customer and/or marketing data and providing analyses and insights to senior level stakeholders.Proficient with basic computer skills to include Internet navigation, email usage, and word processing.Authorization to work in the United States without sponsorship.Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

　　Preferred Qualifications

　　Experience with survey analysis and voice of customer program administration and platforms.Experience in a healthcare or life sciences related field.Experience using VoC platform (ideally Medallia Experience Cloud).Experience with creating personas and customer journeys maps.Strong ability to create and deliver compelling presentations. Familiar with human-centered design methodologies.

　　Salary Range:

　　$82,000.00 - $130,000.00

　　The annual base salary shown is a national range for this position on a full-time basis and may differ by hiring location. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually.

　　Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

　　Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, email [email protected]. We'll work with you to meet your accessibility needs.

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　　We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company's affirmative action program.

　　To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.