Position Description
Mathematica is searching for a Client Experience (CX) Senior Analyst/ Sr. Manager! The Client Experience Senior Analyst/ Sr. Manager works with the Client Experience (CX) team to implement the CX team’s strategy and growth plan and will be responsible for overseeing the end-to-end client journey and ensuring exceptional client satisfaction through robust coaching programs and data collection initiatives. We’re looking for a Customer Experience Analysts who has a passion for customer feedback & customer experience.
Core Responsibilities
- Partner with the lead of Client Experience (CX) and other CX professionals to develop and implement strategies to optimize the client experience and increase satisfaction, loyalty, and retention.
- Lead and manage a team of CX professionals, providing guidance and support, and foster a customer-centric culture.
- Build strong relationships with staff at all levels to drive awareness, commitment, and execution of the CX strategies and action plans. Implement the current CX roadmap, advance CX maturity, and manage the CX program with a continuous improvement mindset
- Monitor key performance indicators (KPIs) to measure the effectiveness of client experience initiatives and drive continuous improvement.
- Collaborate with leadership and key stakeholders across all business units to ensure alignment and a seamless client journey.
- Manage and conduct regular analysis of customer data, feedback, and CX industry research to identify trends, opportunities, and areas for improvement.
- Develop and implement onboarding and training programs to ensure client-facing teams deliver a consistently positive experience working with Mathematica.
- Work with the CX lead and business unit leadership to resolve escalated client issues, ensuring timely and satisfactory resolutions.
- Stay updated on industry trends, best practices, and competitive landscape related to client experience and incorporate relevant insights into strategy development.
- Prepare and present regular reports and updates on client experience metrics, initiatives, and progress to senior management and staff at all levels.
- Actively support the advancement of organizational diversity, equity, and inclusion efforts, and apply diversity, equity, and inclusion lens across job responsibilities.
- Additional duties may be assigned as needed
Position Requirements
- Experience in CX management, customer success in professional services, management consulting
- Strong communication, facilitation, and client relationship management skills
- Experience working with and presenting to all levels of leadership and staff
- Expert relationship-building and influencing skills
- Ability to work independently and in a team setting
- Empathetic listener with a commitment to developing solutions that put employee and client experience at the center
- Effective time management skills and ability to manage multiple priorities
- Ability to maintain confidentiality
- Proficient in Microsoft Office including Word, Excel, PowerPoint, talent management systems, and collaborative tools such as Mural
Education Minimum Requirement
- Master’s degree in Psychology, Marketing, Business Administration, User Experience Design, or equivalent field preferred.
- Seven plus years’ experience leading client experience initiatives and training aimed at improving client relationships.
- A combination of equivalent education and work experience may be substituted for the above requirements.
Certifications
- Certified Customer Experience Professional (CCXP) or equivalent certification preferred
This position offers an anticipated annual base salary range of $100,000-$135,000
This position is Remote Eligible.
- Position will require travel to the office throughout the first 6-12 months.
Available locations: Princeton, NJ; Washington, DC; Hybrid
About Mathematica
Mathematica applies expertise at the intersection of data, methods, policy, and practice to improve well-being around the world. We collaborate closely with public- and private-sector partners to translate big questions into deep insights that improve programs, refine strategies, and enhance understanding. Our work yields actionable information to guide decisions in wide-ranging policy areas, from health, education, early childhood, and family support to nutrition, employment, disability, and international development. Mathematica offers our employees competitive salaries, and a comprehensive benefits package, as well as the advantages of being 100 percent employee owned. As an employee stock owner, you will experience financial benefits of ESOP holdings that have increased in tandem with the company’s growth and financial strength. You will also be part of an independent, employee-owned firm that is able to define and further our mission, enhance our quality and accountability, and steadily grow our financial strength. Learn more about our benefits here: https://www.mathematica.org/career-opportunities/benefits-at-a-glance
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We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
At Mathematica, we understand the importance of building relationships with colleagues. If you’re not located near one of our offices but would like opportunities to meet up with co-workers, we offer coworking spaces where available. Ask your Talent Acquisition partner for more information about this opportunity and whether it’s an option in your area.
Any offer of employment will be contingent upon passing a background check. Various federal agencies with whom we contract require that staff successfully undergo security clearance as a condition of working on the project. If you are assigned to such a project, you will be required to obtain the requisite security clearance. Additionally, if you participate in/complete the application process and are denied, Mathematica may choose to terminate your employment.
Although Mathematica does not require vaccination from COVID-19 as a condition of employment, various projects or agencies may require documentation of vaccination (or an approved exception/accommodation).
We take pride in our employees and in their commitment to excellence. We encourage staff to collaborate in developing creative solutions to difficult problems and to share the responsibility and enjoyment of carrying out complex projects. This collegial spirit has helped us earn our reputation for innovative and high quality work.
One of Mathematica’s core values is a deep commitment to diversity, equity, and inclusion. Our work is more robust because it is informed by a variety of diverse perspectives, and our mission to improve societal well-being is strengthened by a greater understanding of issues and challenges facing the populations we serve. Mathematica’s ongoing commitment to diversity and inclusion is woven into our everyday actions, policies, and practices—including decisions regarding recruitment, training, compensation, and promotion. We are dedicated to maintaining a work environment in which everyone is treated with respect and dignity.
