Customer Insights Specialist

PRIMARY FUNCTION

The Customer Insights Specialist is an analytical, patient-focused role responsible for capturing, understanding, and sharing what patients and families tell us about their experience across Pediatric Associates Family of Companies (PAFC).

This role runs PAFC’s post-visit family satisfaction surveys and other feedback programs, monitors results daily, and provides first-line service recovery: reaching out to families who share concerns, routing issues to practice leaders and the Patient Experience team, and tracking them to resolution. The Customer Insights Specialist turns feedback into clear trends by practice and market that improve the patient experience and inform lifecycle communications. This role also leads Google Reviews solicitation and partners with the Brand Manager on online reputation.

This role reports to the Lifecycle Marketing Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list may not include all of the duties that may be assigned.

1. Run post-visit family satisfaction (CSAT) surveys and other family surveys, such as new patient, newborn, and Net Promoter Score (NPS) surveys, including survey design, timing, and response rate improvement.
2. Write clear, family-friendly survey questions and partner with the Email and SMS Marketing Specialist to deliver surveys at the right moments in the patient journey.
3. Monitor survey results daily and flag concerns that need attention.
4. Provide first-line service recovery: contact families with concerns, route issues to practice leaders and the Patient Experience team, and track them to resolution.
5. Partner with the Brand Manager on online reputation and with the Patient Experience team on escalations.
6. Lead Google Reviews solicitation, inviting families to share their experience through post-visit surveys and follow-up messages, and tracking review volume and ratings by practice, in line with Google’s review policies.
7. Analyze survey results, review content, and other family feedback to identify trends, root causes, and opportunities for improvement.
8. Report trends by practice and market, building and maintaining dashboards on satisfaction scores, NPS, and service recovery outcomes such as concerns received and time to resolution.
9. Share insights and recommendations with the Lifecycle Marketing Manager, the Patient Experience team, practice leaders, the community marketing team, and leadership in a clear, actionable format.
10. Provide family insights that inform lifecycle segmentation, messaging, and campaign priorities.
11. Partner with the Regional and Brand Strategy team on market research to align methods, avoid duplicated effort, and connect family-level feedback to broader market research.
12. Maintain survey platforms and data quality, ensuring all feedback programs follow HIPAA, consent, and communication preference requirements.
13. Stay current on best practices in patient experience measurement, survey methodology, and service recovery.
14. Work closely with other consumer marketing team members to ensure cohesive, omnichannel strategies that support patient acquisition, engagement, and retention.

SUPERVISORY RESPONSIBILITIES

None.

QUALIFICATIONS

EDUCATION:

Bachelor’s degree in Marketing, Communications, Business, Psychology, Statistics, or a related field.

EXPERIENCE:

• Typically 2 to 3 years of experience in customer experience or service recovery; healthcare experience preferred.
• Experience with survey tools.

KNOWLEDGE, SKILLS AND ABILITIES

• Clear, caring communication with families.
• Bilingual in English and Spanish preferred.
• Knowledge of patient privacy (HIPAA).

TYPICAL WORKING CONDITIONS

• Full time remote/telework

OTHER PHYSICAL REQUIREMENTS

• Vision
• Sense of sound
• Sense of touch