CX Manager

RESPONSIBILITIES:
Kforce has a client in Altamonte Springs, FL that is seeking a CX Manager that supports the execution and adoption of organization's Voice of the Customer (VoC) program. This role focuses on translating consumer feedback into actionable insights, engaging stakeholders to promote the use of VoC dashboards and reports and supporting continuous improvement efforts. Working under the guidance of the Program Manager, this role will help ensure consumer insights are consistently understood, trusted, and acted upon across the organization.

Responsibilities:
* Customer advocate: Brings customer feedback, pain points, and needs into conversations, decisions, and planning
* Insight translator: Interprets survey data, comments, and metrics into clear, actionable insights for teams and leaders
* Connector: Bridges the gap between customers, analytics teams, and business stakeholders to ensure alignment
* Change driver: Promotes improvements based on customer insights and helps teams prioritize actions that improve the experience
* Culture builder: Encourages a customer-centric mindset by sharing learnings, success stories, and best practices
* Feedback steward: Ensures feedback loops are closed by tracking actions taken and communicating outcomes back to stakeholders

REQUIREMENTS:
* Bachelor's degree (or equivalent experience) in Business, Marketing, Communications, Analytics, Public Health, Psychology, or a related field
* 2-5 years of experience in consumer insights, analytics, customer experience, or a related role
* 1-3 years of experience in healthcare analytics, patient experience, consumer insights, quality improvement, or a related healthcare support role
* Strong written and verbal communication skills
* Experience working with dashboards or reports (e.g., Medallia, Qualtrics, Power BI, Tableau, , Excel)
* Hands-on experience working with patient or consumer feedback (e.g., surveys, comments, complaints, reviews)
* Familiarity with healthcare experience metrics (e.g., CAHPS, OSAT, CES, NPS, loyalty, access measures)
* Basic understanding of healthcare workflows (clinical, access, billing, digital, or revenue cycle preferred)
* Experience summarizing qualitative feedback into clear themes or takeaways
* Strong written and verbal communication skills; able to explain insights clearly and concisely
* Experience helping clients operationalize feedback into actions and improvements
* Exposure to patient experience, quality, or service excellence initiatives
* Experience using survey platforms (e.g., Medallia, Qualtrics, Press Ganey, Forsta)
* Experience using dashboards or reporting tools (e.g., Power BI, Tableau, Qlik, Medallia, Qualtrics)

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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