Outsourced Solutions and Managed Services Manager, CX - Research Analyst

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Job Responsibilities:

• Design and develop scalable client surveys across the client lifecycle  

• Work with service delivery teams to optimize and automate where appropriate 

• Automate workflows with tooling including but not limited to ServiceNow, PowerBI, and Qualtrics 

• Maintain and distribute trends and reporting from client experience dashboard for post transition, CSAT, Case Resolution, and exit surveys 

• Attend frequent meetings to collaborate with your peers, prioritize features and workflows, and consistently deliver value 

• Participate and deliver as a part of large scale, cross-functional initiatives 

• Work directly with cross-function stakeholders and users of the tools and dashboard 

• Interpret survey results and extract appropriate theme analysis through automation 

Required Qualifications and Experience:

• Minimum of 8 years of relevant experience in data analysis, client experience, or similar background 

• Experience with surveying script platform Qualtrics 

• Bachelor’s degree in Information Technology, Business Administration, Data Analytics (or similar) or a related experience

• Interest in the fields of market research, data analytics, and consumer behavior

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/india.html.  

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.  

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at careers@rsmus.com.