Senior Customer Health & Insights Program Lead

RXinsider LTD.; Raleigh (NC); On-site; USD 92,000 - 145,000; Full time

Job summary

Omnicell seeks a Senior Program Manager, Customer Health to lead enterprise customer feedback and health measurement programs. In this high-visibility role, you will partner with Customer Lifecycle, CDIA, Product, Customer Success, Support, Marketing, Quality and Finance to turn customer insight into action.

You will own the full feedback lifecycle—Listen, Learn, Act, and Communicate—establish governance, dashboards, and executive scorecards, and drive cross-functional initiatives to improve

Qualifications

• Bachelor's degree in Business, Statistics, Social Sciences, Market Research, Customer Experience, Data Analytics, or a related field.
• 3+ years of experience in program management, customer insights, customer experience, market research, business analytics, or a related discipline.
• Demonstrated experience designing, administering, governing, or analyzing customer feedback and survey programs.
• Strong understanding of survey research methodologies, questionnaire design, sampling approaches, segmentation strategies, response bias, and data quality principles.
• Advanced analytical capabilities with experience interpreting large, complex, and sometimes imperfect datasets.
• Experience developing dashboards, executive scorecards, business visualizations, and data-driven narratives.
• Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority.
• Exceptional written, verbal, presentation, and executive communication skills.
• Ability to communicate technical, statistical, or methodological concepts in a clear and accessible business-oriented manner.
• Strong organizational skills, attention to detail, judgment, and ability to navigate ambiguity while maintaining forward progress.

Responsibilities

• Lead the enterprise customer health and survey program, including integrated program planning, stakeholder governance, operating cadence, executive reviews, and decision management.
• Own and continuously improve the end-to-end feedback cycle by ensuring customer insights are accurately collected, analyzed, acted upon, and communicated.
• Serve as the primary subject matter expert for survey methodology, customer experience measurement, customer health scores, and feedback interpretation.
• Partner closely with CDIA to strengthen analytical rigor, measurement methodologies, reporting frameworks, and insight generation.
• Develop and maintain governance models, including RACI ownership across measurement, analysis, customer follow-up actions, remediation plans, and executive communications.
• Create executive dashboards, scorecards, and data visualizations that translate complex customer insights into actionable business recommendations.
• Drive alignment across stakeholders to prioritize high-impact customer improvement initiatives.
• Identify gaps in data quality, technology, processes, reporting, or accountability and lead cross-functional initiatives to address them.
• Champion disciplined use of customer feedback in strategic planning, prioritization, risk assessment, retention efforts, and continuous improvement initiatives.
• Protect the credibility and integrity of customer metrics by promoting transparency in methodology, measurement assumptions, and data quality standards.
• Measure and communicate the effectiveness of customer improvement initiatives, ensuring leaders understand progress and opportunities.
• Support executive and customer-facing communications by providing validated, accurate, and actionable customer insight.

Skills

Program management

Customer insights

Customer experience

Market research

Analytics

Education

Bachelor's degree in Business or related field

Tools

Gainsight

Salesforce

VoC platforms

BI tools

CRM systems

Job description

Omnicell seeks a Senior Program Manager, Customer Health to lead enterprise customer feedback and health measurement programs. In this high-visibility role, you will partner with Customer Lifecycle, CDIA, Product, Customer Success, Support, Marketing, Quality and Finance to turn customer insight into action.

You will own the full feedback lifecycle—Listen, Learn, Act, and Communicate—establish governance, dashboards, and executive scorecards, and drive cross-functional initiatives to improve